The internet has become such an integral part of life. The information available concerning every conceivable subject seems endless. Some information is a waste of time, some entertaining and some actually useful. Social media sites add to the mix allowing you to keep in contact with friends and family, meet new people or strengthen your professional image.
I am a member of a LinkedIn group focused on predictive dialers. Recently someone asked how to avoid long predictive dialer agent wait times during slower times. Some of the responses contained useful suggestions. Others chimed in with less helpful ideas that included manually increasing the dialer pacing or dialing rate or adding additional phone line resources.
I didn’t respond to the question simply because I don’t care to use this type of setting to make a sales pitch. However, I really wanted to jump in and say that if the questioner’s dialer—or the dialers of those contributing less helpful suggestions—require constant manager involvement, they are using (or selling) the WRONG DIALER!
In today’s technological world there is absolutely no reason for a manager to spend their time, day after day, making manual adjustments to their dialer. A true predictive dialer manages and adjusts phone line resources, pacing and dialing rates automatically—so you don’t even experience those long wait times! In addition, a true predictive dialer adjusts for each agent’s work habits, hit rate by list and a bunch of other factors a manager could only guess at.
If you have also found yourself asking this type of question, take a minute and read IAT’s latest white paper to learn the answers.
This article was written by Ray