As The Cheshire Cat put it, if you don’t know where you want to end up, “it doesn’t really matter where you go.”
Similarly, if you don’t know what you want your new dialing technology to accomplish, then it doesn’t matter what vendor or type of dialing solution (cloud/hosted, site-premised or hybrid) you select.
To make the biggest impact in your collections process with new dialing technology, I recommend careful consideration of your current situation and the goals you’re trying to meet.
Asking the right questions will help you select the best dialing solution for your business needs. Make sure you have the answers to the following questions before you start shopping.
Dialing plans: What kind of dialing do you plan to do? IVR Messaging? Predictive Dialing?
Dialer use: How much do you plan to use the dialer? If using predictive dialing, how many agents will use it at once?
Long-term plans: Are you planning to expand your dialing ability in the near future?
Telephony/internet infrastructure: What kind of telephony/internet infrastructure do you have? Is it sufficient for the dialing solution you’re thinking about purchasing?
“Add-on” products: How important is getting “add-ons” from your dialing vendor, rather than a 3rd party? (Call recording, cell phone scrubbing, etc.)
Dialer Management: Do you have a competent IT individual/staff to maintain a dialing system?
Agent/supervisor friendly: How tech-savvy are your agents and collection supervisors/managers? The technology you select needs to be something they can learn quickly.
Interface with existing software: Do you have existing collection software or other technology with which you want the dialer to interface?
Customer Support: What kind of Customer Support would you expect from a dialing vendor? How often would you like support reps to be available? How valuable are additional training opportunities?
Quality vs. Price: Are you looking for quality technology or cheap technology? Would you be willing to pay a little more for the right technology for you? (The technology you choose isn’t a good deal at any price if it doesn’t provide what you need.)
After answering these questions, you’ll have a much better idea of what to look for and buy. If you still don’t know how to start, contact IAT. We have the expertise to help you answer the questions and start you down the right path. Plus, we won’t be cryptic and slowly fade into the forest.
This article was written by Kendra