To find the best game, TV, grill or car, most people look online. In fact a study released in July of this year found 80 percent of consumers begin their research for major purchases online. It makes sense. You can find reviews and first-hand experiences for pretty much any consumer product. And the star ratings are very helpful. You can make your decision long before a salesman corners you.
You need more than a good “star review” for dialing technology. You can’t rely on reviews and star ratings when selecting dialing technology because businesses and contact strategies vary. The perfect solution for one company could be a very ineffective option for another business. Your research must therefore be more hands-on and personal. Here’s how to get started.
First, read IAT’s dialer guide, “7 Questions to Ask Before Selecting Your Next Dialing Technology.” Before you even start talking to dialing vendors, you need a good idea about what dialing technology will fit your company’s needs. It’s more than just finding a dialer to fit your budget. For instance, do you have specific security or compliance requirements? Plans for expansion? Whatever the price, an ill-suited dialer could hurt your contacting efforts. Study your company’s needs, so you’ll head in the right direction.
Next, consider how you need your dialer to function. Feature names across vendors may be similar, but the underlying technology and functionality is not. Carefully decide what you need your dialer to do, so you can interview vendors to determine their dialer’s true capabilities. Start by answering the questions below:
Dialer automation: What do I want my dialer to do independently? The more tasks your dialer handles, the more time agents can spend communicating with live contacts. A few key features to consider include automated dialer pacing with Dynamic Resource Allocation, true call blending, scheduled call backs and automated resource sharing.
Supervisor features: What tools do I need to best help my agents? Monitoring and assistance features are available for both real-time and historical purposes. Key tools best online casino include Monitor, Coach and Conference and real-time agent team activity views. Some vendors also provide other supervising features such as agent summary reports, instant messaging and call recording.
List creation and management: How would you like to build and work with your lists? If you prefer having shorter, similar lists you might consider key features like dialer list building templates and List Groups for pre-scheduling and transitioning between lists.
Flexibility: How important is fitting the dialer into your current contacting methods? Either you can dictate how your dialer fits in your contacting approach or you can let your dialer’s inflexibility dictate your workflow. Dialers come in three varieties—the cookie cutter dialer, the one-of-a-kind custom dialer, or the tailored off-the-shelf dialer. If flexibility is a priority, choose a tailored option.
Finally, begin contacting dialer vendors. Your initial company analysis complete, you’ll know what features and dialing technology would best fit into your business. Then you can ask the right questions to determine which vendor’s technology will work in your contacting environment.
For guidance on determining what dialer technology is right for you, download IAT’s objective guide. If you still have questions, contact IAT. We’ll be happy to help point you in the right direction.
This article was written by Kendra