Double Your Time

Have you ever wished you could complete one phone call while making a second phone call, and even start a third?  It would at least double the amount accomplished in the time you have.  That’s why you use a dialer, right? Your agents can then connect to only live calls and they don’t waste time with bad numbers and answering machines.

One handy IAT dialer feature that can help you double your time is the “Leave Message” button on the agent toolbar. This feature is available using Agent Access toolbar version 7.0 or higher.

What “Leave Message” does: When a predictive dialer agent receives an answering machine message, they can select “Leave Message” and transfer the call back to a pre-determined recorded answering machine message, thus allowing your agent to move onto the next available call.

There are a couple of reasons you will find this useful:

1. Agents stay more productive by only talking to live contacts. Answering machine detection is not 100% accurate, no matter what dialer you use. This means the dialer will transfer an occasional answering machine to the agent.  As a manager, you probably want to keep your agents talking to live contacts, not waiting for an answering machine message to complete so they can leave a message. That’s at least a minute of their time that could have been spent speaking to a live contact.
2. Agents can monitor for answering machine messages, without leaving the actual message. Some companies have chosen to not use answering machine detection on the dialer. The Leave Message button allows managers the option to have agents monitor for answering machines, but still have the dialer leave the message.

So why not save some time?  Time is money, and who doesn’t love doubling their money?

Answering Machine Detection, collection agent productivity, leave a message feature