What is a Preview Dialer?
If the progressive dialer and the predictive dialer are good productivity tools, then the fully loaded Cadillac of dialers is the preview dialer. This dialer puts information in the hands of the agents on the front line – or rather, on their screens. The preview dialer prepares to call by putting the information in front of the agent and even allows the agent to “bump” the call from their queue. It’s no wonder that another name for this dialer is “power dialer.”
5 BIG ADVANTAGES of deploying a Preview Dialer in your contact center.
1. Keep your agents "in the zone".
Everyone hates cold calling. However, when you have a warm lead in the form of an accessible number that is likely to be answered by human being, you have a better chance of closing the deal. One of the most demoralizing things about being on the front lines of telemarketing is the constant demand to make calls. This amounts to simply churning out numbers but cold calling is in fact a numbers game. When you give your agents the option to bump the call from their queue with a preview dialer and take the next one, you are encouraging them to take more initiative.
2. Eliminate dropped calls, save money and customer sentiment.
Thanks to the preview dialer, you will not have to worry about dropping calls, annoying customers and essentially losing leads. This is because the integrated system allows your system to grab the call before it is dropped. Therefore, even if your entire team of agents is busy, the system will pick the incoming calls and handle them in the meantime.
3. More knowledge makes for more powerful conversions.
When a lead pops up on the screen of the preview dialer, it can have information from previous calls that can help the agent to fine-tune their pitch. Encouraging agents to fill in information after each call is not a waste of time, but is instead helping another agent further down the line to close the sale.
4. Eliminate “turn and burn” leads.
The preview dialer is a stellar option or blended dialing. You can allow your team to call expensive leads without hesitation since there will not be a need to “turn and burn” leads through researching calls before they are made.
5. More talk time per hour = more front facing time with customers.
When agents are able to place more calls per hour, it means they spend more time talking than dialing and trying to figure out if they are in compliance with the number of rules and regulations for telemarketing. The burden of compliance with do not call lists and other rules should not be left on the agent, but can instead be handled through the call center software.