Anything to improve efficiency so call center managers can achieve more with less is good news. Customers expect more proactive, personalized communication. They expect nothing less than the great customer experience they deserve. Companies must step forward and meet the customer on their terms with a lean sales and service team. New Talkdesk® Outbound Dialer capabilities empower CX-obsessed companies to proactively engage with their customers to deliver effortless, personalized sales, customer service and support, in new and more efficient ways.
Talkdesk’s Predictive Dialer enables your organization to proactively connect with current and prospective customers in a highly efficient manner. This capability dramatically increases the number of live outbound connections an agent makes, keeping them at peak productivity. Rather than getting frustrated listening to unanswered calls, voicemails or busy signals, agents talk to real people. Native predictive dialing capabilities must encompass:
With these capabilities you can achieve a higher agent productivity rate, with three to four times more contacts per agent per hour, higher revenue, cost savings and higher agent satisfaction, leading up to more productive calls and improvements in Agent Retention Rate.
Proactive notifications enables organizations to send personalized, timely outbound communication to customers via phone or SMS in a completely agentless mode. Use cases include job offers, fraud alerts, appointment reminders, bill pay reminders, shipping status updates and more.
Once hearing the message, your customers are prompted with an IVR option to connect to an agent if they want to learn more, hang up, or any other action you define. Proactive notifications capabilities include:
With proactive and personalized notifications, your contact center can benefit from higher Customer Satisfaction (CSAT), reduce service costs, reduce operational costs around appointment no-shows and rescheduling activities, improve on-time payments and more.
Salesforce Dialer Integration offers preview and power dialing capabilities from within Salesforce in a seamlessly integrated environment.
Salesforce Dialer integration is ideal for those who live and breathe in Salesforce, running B2B campaigns addressed to current customers, renewal, up-sell and/or collections calls. For B2C scenarios where sensitivity to call abandons is more important than to have a high call volume, or high-touch B2B relationships and account management, Salesforce Dialer can offer notable improvements in connect and success rates.
With record filtering and list creation capabilities within Salesforce, agents dial down a list sequentially for a faster and efficient cadence of outbound interactions, avoiding the inefficiency of manual click-to-calling. Preview and power dialer capabilities include:
These three outbound dialing enhancements from Talkdesk; Predictive Dialer, Proactive Notifications and Salesforce Dialer integration, alleviate several pain points across your contact center.
Predictive Dialer is the right capability if you are facing issues with unproductive agents, delivering 200-300% more contacts per agent per hour, and increasing the number of minutes agents talk to live people from 15 minutes to 48 minutes per hour or more. Proactive notifications is the perfect capability to reduce customer attrition with proactive, personalized outreach driving more CSAT, loyalty and retention. Salesforce Dialer integration is the perfect outbound dialing enhancement if reducing call abandonment rather than increasing call volume, or “quality over quantity”, is the highest priority in your contact center.
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