VICIdial is one of the leading call center solutions available today, ideal for small to mid-sized businesses. Its robust set of functions makes customer agent conversations more efficient.
However, prior customers have noted a subpar interface and manual reporting process as major points of contention. Furthermore, low contact rates reduce agent performance and morale significantly.
Predictive Dialing
Predictive dialing with VICIdial* allows agents to connect faster and more efficiently. The tool anticipates when an agent will complete a call, timing new ones only after their previous conversation has concluded - thus cutting down wasted time waiting on hold or connecting to voicemail, while increasing agent productivity by freeing up calendar space for new sales calls.
Software has the ability to predict when is best time and place to contact customers based on demographics and time zones, enabling an increase in outbound calls than traditional one-call dialers allow for.
Employing VICIdial*'s campaign management feature, managers can initiate or discontinue campaigns at any time. With its user-friendly portal and simple setup procedure, even non-technical managers can get started and manage campaigns effectively. VICIdial* supports Skill-based routing of calls; therefore it allocates calls according to each agent's abilities.
Automatic Call Distribution (ACD)
VICIdial* automatically connects customers calling in from any number to the correct agent on their first call-in, improving customer interactions while balancing agents' workloads and increasing call center metrics such as first-call resolution and customer satisfaction.
There are various approaches to routing calls, but the ideal method involves an automatic VC dialer with advanced features. When searching for providers that use Tier-1 carriers to ensure quality and connectivity of calls.
Skill-based routing allows you to assign calls based on an agent's qualifications; for instance, when someone calls about billing or renewals, an agent could immediately connect them with a specialist.
If your agents are only available during certain parts of the day, this type of routing can help save both time and effort by only routing calls to those agents at those specific times. By eliminating call transfer wait times altogether, this method saves your team time and effort while saving them both money.
Auto Dialing Campaigns
Manage multiple dialing campaigns simultaneously to optimize utilization of your outbound contact center solution and allow agents to focus on completing their assigned campaign without time-consuming manual selection of campaigns.
Predictive Dialer software works by automatically dialing multiple numbers simultaneously based on statistical algorithms to assess agent availability and distribute live calls to agents. In addition, this system also screens out busy signals, unanswered calls and numbers on the Do Not Call list to reduce idle agent time.
Progressive and preview dialing modes enable you to set calls-to-agent ratios while message lay-down dialing delivers recorded messages directly to contacts.
As with any business decision, selecting the ideal call center dialing software depends on your unique business goals and needs. Buyers in collections industries, for instance, may require full predictive dialing capabilities while other buyers could take advantage of progressive or preview dialing modes instead.
Reporting
Convoso conducted a recent survey that revealed nearly 7 in 10 call centers that use VICIdial reported pain points related to its user interface and manual reporting process as their top concerns. Therefore, having an intuitive dialer that keeps agents focused on their job while keeping managers aware of agent performance metrics.
On the dialer system, reports can be generated in several ways - by User, Lead Search, Campaign, List or Status. When selecting criteria to export call reports in Microsoft Excel file format, all matching calls will open for viewing and analysis; additionally, an overview of all calls can be seen on dialer Admin portal.
