What are virtual dialers?by Segway Communications Segway Communications
In order to optimize service in a Call Center, it is important to have modern tools available, capable of speeding up work and bringing efficiency to the service. It is in this context that virtual dialers enter the scene.
These dialers consist of a modern solution, which uses virtual technology to optimize the interaction between employees and customers. In a scenario where time is a precious item in call centers, virtual phone system streamline tasks.
Through them, it is possible to make calls automatically, for example, optimizing time and making contact more efficient.
Know the types of virtual dialers
It is possible to have different types of virtual dialers. Each of them has characteristics suitable for certain forms of service. However, they all have a good ability to optimize activities. Let's see which ones are the main ones?
You can also find it under the name of Progressive Dialer. Regardless of the name, this type of dialer is one of the most used today. In certain aspects, this dialer has some similarities with another type of dialer, which is the predictive.
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However, there are also evident differences, such as, for example, identifying which employees are able to provide assistance.
This establishes a series of advantages, one of which is better control of care, as it reduces unproductively and also provides agility in carrying out the work, avoiding the waste of time.
This type of dialer analyzes the agents' calls by means of algorithms and, from then on, determines some data.
Based on this information, the system performs simulations and is able to predict when the attendant will be available for the next call, starting dialing automatically. From there comes the predictive name, due to its ability to predict the viable number of calls.
Therefore, it is possible to verify that the main purpose of this type of dialer is to ensure the maximum number of busy operators with an increasingly reduced number of calls in the queue.
This type of dialer allows the operator to analyze various information about the recipient before making the call.
Under the operator's initiative, the dialing is carried out and transferred to him from the moment the call is completed with the answer of someone on the other end of the line.
If the call is not completed, the operator is informed of the result of the call so that the operator can determine what action will be taken in such a situation.
Therefore, you can choose to reschedule another attempt, cancel the call to this recipient or make the call to another phone.
Virtual dialers are essential elements in a call center
The practicality they provide allows to reduce idle time and still ensure better control of business communication.
For this reason, in times of digitalization of companies, the adoption of virtual phone numbers dialers becomes essential to optimize work and ensure the success of the activities carried out.
Created on Apr 12th 2021 01:14. Viewed 237 times.