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Telemarketing Software Featured Article

Predictive Dialers and Telemarketing Technology Key to Call Center Success

April 20, 2017

Today’s telemarketers are under pressure to achieve their quotas in an increasingly restrictive and rigid calling environment. With so many rules and mandates in place, software and solutions like predictive dialers are absolutely essential to remaining efficient and achieving sales goals.

The predictive dialer has long been an important part of the telemarketing process, handling the tedious heavy lifting of dialing out to a list of acceptable phone numbers and then connecting answered calls to agents. This important telemarketing software component using algorithms to speed up the calling process, minimizing the time agents spend waiting between connected calls and also minimizing the chances of a customer connecting when no agent is available to speak to them.

Predictive dialer solutions do much more than merely connecting agents to prospects and customers. Offerings can include features like custom dialing options and local presence caller ID, which enable agents to change their outbound caller IDs to match those of the prospect. They may also include features like SMS and email integration, important in today’s omni-channel communications landscape, and CRM integration. Many offerings also include compliance with the Telephone Consumer Protection Act (TCPA), critical for avoiding fines and preventing calls to the same number multiple times.

Of course, predictive dialers are only one of the many types of telemarketing software and solutions fueling the outbound calling industry. According to TechNavio, global spending on outbound telemarketing was $10.8 billion last year and is expected to reach $13.6 billion by 2021. That increase is directly related to advances in telemarketing software and its correlation with higher conversion rates. In addition to predictive dialing, agent desktop solutions, soundboard technologies, call and speech analytics and call tracking have all contributed to minimizing outbound telemarketing costs.

Predictive dialers and telemarketing software also help call centers operate more smoothly overall. Technology can help improve agents’ productivity and increase their contact rates as well as help managers better schedule their agents and distribute their workloads. Finally, telemarketing software can help monitor agents’ performance and provide valuable insights to supervisors for training and coaching.

Edited by Alicia Young

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