In every effective list of metrics contact centers must follow to ensure success, there are three things constant in them: quality scores, service level, and right party connects. You see them almost ubiquitously, but how do you get all three working for your contact center? The answer’s literally in front of you—a phone dialer of course. While quality scores comes as a by-product of an effective phone dialer app, the two others are rather direct results of the tool’s reliability. Needless to say, that mundane app, originally created to solely aid a company’s telemarketing efforts, and which every agent, for the last 37 years, uses daily is quite instrumental in keeping the entire organization afloat.
With the switch from manual dialing to an auto phone dialer, the platforms in which these features are available have moved to more convenient platforms as well. Smart phones and digital tablets have been transformed into contact center consoles as well. 2017 allowed for the introduction of remote contact center agents to the consciousness of a bigger chunk of the population. And to equip these remote agents with the tools a typical contact center would have, downloadable dialer apps can easily be introduced to their handy gadgets. Here are some phone dialer apps available for download:
Configuring And Using Your Desktop’s Phone Dialer
Dialling using phone dialer apps in your smartphone is pretty much self-explanatory. Every app developed for mobile gadgets can easily be tinkered with by even the most technologically inept individual. But configuring a phone dialer in your desktop console is another thing. Although it involves a couple steps that would take up a few minutes, it really isn’t rocket science for you not to do by yourself. Here is a step-by-step guide to using your computer’s phone dialer:
1. Every laptop or desktop is equipped with a modem, sound card, speakers, and a microphone; these three things are the primary components of phone dialers. Check if all four are present in your setup.
2. There are two ways of going about this next step:
Once you’ve made sure that all four components are there, start by searching “Accessories” from your desktop or laptop’s search tool. From the options under the “Accessories” drop menu, select “Communications.” Once you‘ve selected “Communications” choose “Phone Dialer” from its drop menu. These are all pre-installed features that come with your gadget’s operating system so they should readily be available upon searching.
In the “Start” button of your desktop or laptop’s homepage, search “Run”. In the prompt box key in “dialer.exe”
3. Now, to make a call to a remote device, initiate the “Dialer” app in your machine.
4. Next, click the “Dial” button, or select “Dial” from the “Phone” menu.
5. Select ‘Internet Call’ and enter the IP address or host name of the recipient computer
6. Click ‘Place Call’
7. In the other end of the line a prompt box with a button that says “Take Call” will show up.
8. Any voice will now be transmitted, to hangup just click Disconnect on either system.
Once you’ve equipped your console with a phone dialer, it’ll be easy for you to accommodate twice the number of clients in any given time. Where manual dialing consumes 30 seconds of an agent’s time, automated phone dialers reduce this time, and increases an agent’s productivity by a longshot.
The Future Of Phone Dialers
With the shifts in business trends occurring at an unimaginable rate, even phone dialers experience a couple alterations. From the early days of manually keying in a client’s contact number to the current automated mode of dialling using an automatic phone dialer, you would think phone dialers have ran the whole gamut—click-to-call, click-to-dial, preview dialer, power dialer, progressive dialer, predictive dialer, among many others—but software developers still have a few tricks up their sleeves. Database Systems Corp., a software developer that specializes in creating apps dedicated to improving contact center performance, raised the stakes when it comes to phone dialers. To allow agents to maximize their time, the Arizona-based team have built their online dialers with an optional IVR (Interactive Voice Response) feature. This advancement in dialing technology allows clients to perform self-service, thus, eschewing the need to speak to an actual agent. Looking at the current phone dialer trends, aren’t you excited for what’s to come in the next few years?
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