Lead Generation And Predictive Dialing

The predictive dialing option is new on the lead generation desk

. Like all other forms of technology, this received a lukewarm response initially. However, with time, call centers began to see the potential of the system. Today, there are many call center units using predictive dialing. The method has caught the fancy of BPO firms that want to reach out to greater and wider networks of the consumer base. They cannot reach out to that high number of consumers by manual means. Technology drives the marketing process beyond the recognized limits. That is exactly what predictive dialing has done for the industry. Let's take a close look at the number of ways in which this new feature has changed the face of business process outsourcing.

To know how predictive dialing revolutionized lead generation, let's find out what it is in the first place. Predictive dialing is the software that enables outbound call center agents to call numbers without manually dialing them. The software not just dials numbers from a programmed database; it also finds out a free call center agent and transfers the call to that agent. It pops up all the data about a particular caller on the monitor of the agent making the call. The BPO agents can sift through the data on their screen and talk to their prospective customers. The agents don't need to lift a finger. The only thing that they need to do is make sure they attend the call in all earnest. The rest of it is maintained and processed by the predictive dialing software.

The big draw of the predictive dialing method is the time factor. Lead generation is generally considered a time consuming affair. With the vast database packed with numbers than can turn into leads, call center agents would be aiming to cover as much ground as possible. That is where predictive dialing makes a killing. It can automatically dial numbers on behalf of the outbound call center agents. And also schedule those calls according to the availability of the agents. The BPO service agents have to be vigilant at all times to ensure that they don't miss out on calls that are addresses to them. The managers must keep the agents on their toes and enable them to make full use of the predictive dialing technology.

From the call center management perspective, too, predictive dialing works well. With this software, the 'shrinkage' time drops. Shrinkage time is the total time when the sales lead generation agents are on the floor but not on the phones. Predictive dialing brings down this time because it leaves no breather for the agents! They have to be constantly ready to take over the telemarketing calls that are scheduled to them. This increases the productivity and pushes the agents to strive for greater efforts in order to cope up with the calls. It also goads them to finish one call and move on to the next. Their targets becoming easier to meet and they are also more on their track to complete their work on time.

by: Ivana Lewis

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