In today’s competitive world, it is no longer sufficient to advertise and expect the market to come to you through an inbound phone call. Instead, existing customers need to be encouraged and enticed in order to be loyal and new customers need to be searched for. These days, companies are constantly looking to increase their customer service levels as retaining existing customers is far less cost intensive than attempting to win new ones. As a result, companies are proactively making contact with their customer base on a regular basis to increase customer service by way of outbound dialing. Before companies can jump into proactive outbound dialer software, they first must transition from inboundonly communications to a blended contact center with outbound dialing.
Additionally, outbound dialer can help with the transition to a blended contact center since companies can use these services to synchronize between a sudden or anticipated drop-off in inbound customer traffic and scheduling agents to conduct outreach with an assigned customer set. Moreover, outbound dialing enables businesses to efficiently conduct outbound call center tasks like marketing campaigns and sales followups. It also offers automated dialing that delivers calls direct to agents, maximizing resource use and productivity, causing agents to remain productive during their shift as outbound dialing can be used to level out inbound traffic peaks and valleys with outbound dialing tasks. Conversely, if inbound traffic begins to pick up and the hold queue reaches a certain level, outbound agents can then be redirected to field inbound calls using the intelligence that’s built into the blended system.
Benefits of Outbound Dialer Service
Acquiring new customers is most definitely a ‘hunting’ exercise and not a case of get your proposition right and they will find you. Offthepage advertising, TV advertising, direct mail or eShots all raise awareness of you, but with so much choice available to consumers, very seldom do organisations get more than a fraction of a percent responding to a call to action.