The age of the predictive dialler: what do the staff think?

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So you’ve made the practical and economic case for adopting a predictive dialler, which you know can cut down on misplaced calls and improve overall call centre productivity – but what do your staff think about it?

There is a tendency to think that ‘improved productivity’ means ‘doing more work’, and while they will spend more time on the phone to actual human call recipients, the use of a predictive dialler should not mean they have to work longer or harder.

For example, if they have been manually dialling up until now, automation should mean fewer wrong numbers, which can cause even greater annoyance to the recipient than a correctly dialled marketing call.

The predictive dialler will also handle unanswered calls and busy lines, so call operators will no longer be left waiting for a ‘hello?’ that never comes.

And calls that go to answerphone can be dealt with automatically too, so staff – who might be working on commission – do not feel like they are wasting their time leaving messages for prospects who cannot now earn them a bonus.

If all of this is not positive argument enough to convince your employees, then sales staff working on a commission have even more reason to welcome the introduction of a predictive dialler, as their ambitions should be more closely aligned with those of your business as a whole.

Predictive diallers cut down on wrongly dialled, unanswered and aborted calls, so your operators spend as much as possible of their working time speaking to a real person on an active call, with a chance to achieve a sale – and, in turn, earn a commission.

For your business this is no bad thing, as your incentive scheme is almost certainly structured in a way that is profitable to you, no matter how well your employees perform.

But for those employees, the chance to spend more of their day actively selling, rather than dialling the phone and waiting for the prospect to pick up, can have a significant impact on their take-home pay.

In essence, predictive diallers represent a direct opportunity of a pay increase for incentivised sales staff, and if you ‘sell’ it to them in those terms, there’s a much better chance of them being happy about the switch.

And even if they are not working on commission, in many cases you might find that the other benefits – the reduction in ‘wasted’ time, the avoidance of misdirected calls and so on – are enough to ensure that your employees welcome this new technology which, after all, is designed to help them.