Over the years, there have been quite a few technologies that have emerged that offer the double threat of strengthening the customer experience while improving operational efficiency. These include self-service tools, mobile field service applications, and systems used to support crowdservice forums.
Add inContact's new outbound predictive dialing system to the mix.
This week, the cloud contact center software provider rolled out the latest release of its platform. One of the highlights of the release is the company's Personal Connection outbound system which uses patented technology to eliminate the awkward delay that often occurs after a customer answers the phone before being connected with an agent ("Hello? Helloooo?").
With inContact's Personal Connection, the agent's phone line is immediately connected to the number that the dialer predicts is most likely to be answered. When the customer picks up, the agent is already on the line, thus eliminating any pause. This offers the opportunity to provide each customer with a more personalized experience while making the process more efficient for agents.
How important do you feel as a customer when you answer a call only to hear the sounds of silence?
Through early beta testing with a handful of clients, inContact has already seen a decrease in abandon rates by eliminating the pause that would lead many customers to hang up. Plus, the dialing algorithm presents just three calls in an agent's queue at a time and doesn't over-dial for agents like other outbound dialers often do, explains Jennifer Waite, Product Marketing Manager at inContact.
These kinds of developments are refreshing. As IVR and other customer support technologies become more intuitive and better designed, they will hopefully continue the march toward enhanced customer experiences and more efficient company operations.