Some say practicality works best. Some stick with traditional methods and some never lose faith in what they know. This is apparent everywhere – we’re all guilty of being reluctant to change, even if it’s for the better.
Risk levels and a lack of knowledge hold us back and tempt us to resist what we don’t know well. But when you’re a business in a competitive market, change is often the difference between success and failure.
What you don’t know can’t hurt you – can it?
Contact centres that are dialling manually with no platform to support their outbound efforts, will nine times out of ten be satisfied with their outbound performance. But with more competitors choosing to add predictive diallers to their arsenal, it’s becoming difficult to keep up the pace without an automated dialler of some sort.
What’s also hard to see is the level of visibility that a contact centre manager gets from an outbound dialling platform. When you move to an automated solution, you soon realise that it’s possible to get a full-funnel view of your contact centre operations from a single point of reference.
Manual dialling: Bringing a sword to a gun fight
Research suggests that the typical contact centre agent makes only 30 calls a day, and achieves only 17 connects by dialling numbers manually. If you’re reading this and you’re manually dialling in your business, you might be asking yourself: “How could a call centre manager expect more of an agent?” They’re only human, right?
The scary opportunity here is that you could multiple that number by 4, without burning a hole in your pocket – or burning out your agent.
In the real-world, a Predictive Dialler has been shown to help businesses like yours to:
- Make more calls – Operating with a predictive dialler can increase call volume by 75%-300% (depending on your desired dial speed and your data quality).
- Close more deals – Companies who use predictive dialling have seen sales volumes nearly double compared to when they manually dialled.
- Generate higher profits – Selling more of your product or service will boost your bottom line – obviously. Studies show that a 50% increase in sales can increase profits by as much as 100%.
- Increase agent productivity – Predictive diallers increase talk time, and make agents as much as 70% more efficient.
Still on the fence or ready for the leap?
It’s a big decision to change the way your team goes about outbound dialling – and one that needs a strong business case to support it.
Forecast your productivity increases with our calculator or download our whitepaper to learn even more about why you should drop manual dialling for good and go for a Predictive Dialler.