This article will help to understand why and how the demand is growing again, as well as how smart businesses are using dialers. And there are tips on how to remain competitive in the face of technical advances, policies, and best practises for outbound and lead generation processes.
Executives and operators of profitable outbound call centres are constantly searching for ways to boost the productivity and profitability of their companies. They’re mindful of existing and future telecom regulatory regulations; they consult industry colleagues on successful dialling strategies, and they pay attention to expert insights on contact centre best practises and related technology innovations.
That’s why we’ve created a list of main patterns that will affect outbound contact centres in 2021. We spoke with a range of industry experts to provide you with valuable advice and information. You can now evaluate the existing skills and decide when and where improvements can be made.
What are Outbound Dialers?
Outbound dialer systems are software-only or it could be both software-and-hardware solutions that allow contact centres to originate outbound phone calls automatically. Outbound dialling systems can support a variety of dialling modes, including predictive, control, and preview, to meet a variety of needs. The predictive dialer is the most widely used for larger contact centres. The availability of agents to answer outbound originated calls is statistically predicted by a predictive dialer, which then deploys enough outbound calls to maintain the agents engaged.
This is achieved by evaluating a range of contact centre and called-party criteria, such as the number and availability of agents, call durations, and the proportion of outbound calls answered by actual humans. When contact centre agents tell preview dialers to make outbound calls, they do so. Power dialers are a type of automated dialer that automatically call all those numbers which are provided to power dialers and forwards answered calls to available agents. Outbound dialer systems often use automated calls, which are pre-recorded voice message. They were assigned this title/label because they used robotic-sounding computerised voices at first. However, technical developments have resulted in robocalling software that not only seems human but also responds to voice commands and can maintain a dialogue in some scenarios.
Dialer Regulation and Policy
Government control has been one of the big checkpoints in the dialer industry in recent years. This law was introduced in reaction to widespread public outcry over spammy robocalls. Though regulation has limited the dialer market, it has also forced businesses to rethink how they use the technology. Dialer systems are now not only configured to comply with legislation, but they are also being used in innovative and more efficient ways. We’ll go through the past of dialer control in this segment.
The Telephone Consumer Rights Act was passed in the United States in 1991. The Telephone Consumer Protection Act (TCPA) regulates commercial solicitation calls to residential numbers. Callers were expected to obey a set of rules, which included calling between the hours of 8 a.m. and 9 p.m., enforcing and honouring a Do Not Call (DNC) list, and offering enforcement training to their staff. The TCPA‘s existing business relationship exemption (such as a prior purchase) can be used by callers.
To comply with the Do-Not-Call (DNC) Integration, the US Federal Trade Commission (FTC) created the National Do Not Call (DNC) Registry in 2003. Many, but not all, unwanted calls can be stopped by registering one’s phone number with the National Do Not Call Registry.
A company must pay for subscription access to the Do Not Call Registry to comply with the legislation. Businesses charged $58 for a single area code in 2013, with a combined cost of $25,962 for all area codes nationally.
Companies are introducing creative constructive customer service, notification, and rewards programmes, breathing new life into their outbound dialling solutions, in light of the US and global legislation restricting the form and volume of outbound contacts to customers, as well as the tough market.
Focusing on Call Center Quality Assurance (QA)
Both compliance and agent management depend heavily on quality assurance. Fines and litigation can be prevented by recruiting a QA team or using a service or programme. It enables call centres to track and enhance the efficiency of their agents. While several businesses are reluctant to spend money on quality assurance, it is a short-term investment that pays off in the long run. With their AI product, ICTBroadcast provides real-time, in-call analysis and guides agents with feedback.
Call Center With AI
For a long time, Artificial Intelligence has been used in the service sector. AI’s relevance and capabilities are increasing all the time. Its ability to enhance the operation’s quality and productivity would give you a competitive advantage and should not be ignored. People also want to interact with live human agents, so AI will not be able to take their place. With the use of AI software, outbound call centres will increase their performance and profitability.
Utilizing Authentic Data and Analysis
Managers need a dialer that provides versatile real-time and historical reporting that can be personalised with the statistics that are most relevant to their company. Dialer managers can gain insight into the quality of lead and agent success by monitoring the best call centre KPIs with comprehensive reports. If you’re not sure how to use statistics to direct your dialling methods, you’ll need data analysts to help you find out what your data is telling you and how to use it to make fast choices.
Using Omni-channel Solutions to Enhance Contact Rates
You’re losing out on a vital strategic opportunity and if you’re not reaching out to your leads across various channels. You’ll need contact centre dialling software that helps you to communicate with your leads on their preferred channels. SMS and email, when paired with well-written opt-ins, are effective tools for can interaction and converting leads. As call blocking and enforcement laws have progressed to new levels, this has become much more important. Your contact rates will increase significantly if you use an omnichannel contact centre solution.
Cloud-based Call Centers
The flexibility to work from home has become the new norm. With cloud-based dialers, several virtual contact centres have found new efficiencies and possibilities in remote operations, and they aren’t looking back. They may also act as a hybrid in the future. Digital call centres must keep at-home agents positive, active, and interested in the future. To help remote agent and manager performance, make sure you have the most powerful tools and cloud-based dialer apps.
Reasons Dialers Still Exists.
Why is it that the dialer market hasn’t died out? Reasons are followings
- Automated dialling is a very cost-effective method of reaching a large number of people.
- Launching a dialer campaign is relatively easy. Many organisations’ versatility and scaling have improved thanks to the advent and increasing power of cloud-based contact centre infrastructure solutions.
- Auto dialling is a valuable feature. When these calls come in, people aren’t just hanging up; they’re really listening.
Raise of the dialer market
Although the outbound dialling industry is still under pressure from governments across the world to meet stringent regulatory requirements, vendors and end-users are collaborating to improve solutions such that enforcement can be accomplished without disrupting the company. Changes in regulations are spurring a new round of investment in these mission-critical solutions, which will resuscitate the market.
According to DMG Consulting LLC, 10,990 organisations were using 2,635,756 outbound dialling seats around the world as of mid-2013. In the coming years, DMG expects the vast majority of revenues to be replacements for obsolete dialling solutions. Cloud-based outbound systems would also see a large rise in revenue to businesses with fewer than ten seats. According to DMG, the outbound dialling market will rise by 5% in 2013 and 6% each year between 2014 and 2017.
ICTBroadcast and Dialers
Dialer traffic is difficult to handle because it puts a heavy burden on every service provider’s network. Customers who use dialer technology should be aware of this, and service providers should ensure that their networks can accommodate the increased traffic and demand. A Least Cost Routing (LCR) solution able to handle a significant volume of traffic should be in place for service providers. ICTInnovations’ ICTBroadcast can accommodate a large number of translations and can be scaled to match any network.