Technology has always played a meaningful role in sales and customer service. Now—with advancements in AI and a rapid shift to digital during the pandemic—more call center leaders are embracing advanced solutions.
Their goals? To accelerate performance, bring down operating costs and deliver more value to customers.
To remain relevant in these circumstances, it’s vital for companies to equip their call center agents with the tools to perform at their best. One worthwhile addition to this toolkit is AI-driven auto dialer software.
The purpose of auto dialer software
When call center agents have to use manual dialing methods for their outbound campaigns, they can waste a lot of time punching in numbers, waiting for people or machines to pick up, and dealing with lines that are busy.
An auto dialer is a software solution that streamlines the outbound calling process by automating a range of tasks for your call center agents. These include auto-dialing numbers, optimally timing calls and delivering automated messages.
An intelligent auto dialer solution can save valuable time in your call center, which can be redirected towards other revenue-generating activities. However, not all auto-dialers are up to the task.
Where traditional auto dialer software falls short
Conventional auto dialer software has its limitations. As this type of technology uses only audio energy levels and timing cues to determine whether the call has been answered by a human or a machine, static on the line or background noises can easily confuse the software, with a negative impact on accuracy and timing.
When a human answers the call, the software may mistake it for an answering machine. Rather than connecting that person with an agent, the software would then deliver a pre-recorded message—which comes across as unprofessional and off-pitch. Alternatively, the call could be dropped just as the customer answers.
These types of determination errors frustrate your customers and hurt your business.
What’s the solution?
To solve these issues, LumenVox has developed Call Progress Analysis (CPA), which uses an AI-driven algorithm called Voice Activity Detection (VAD). This technology is more accurate than traditional answering machine detection software because it uses advanced speech recognition and machine learning capabilities to assess whether a call has connected to a human or an answering machine.
This means that your auto dialer can classify calls precisely and promptly—instantly connecting the call with a live agent or leaving a message, depending on whether there is a human or answering machine on the other end of the line.
By harnessing AI capabilities in this way, your call center can increase agent productivity and enhance the success of your high-volume outbound messaging and sales campaigns.
Why choose LumenVox’s AI-driven CPA software?
Reduce inbound calls: Make the most of every call and deliver your message to customers successfully, so they have fewer reasons to contact an agent or phone your call center for important updates.
Increase productivity: Accelerate your outbound calling processes, minimize errors, and free up more time for your skilled and experienced agents to have live conversations with customers.
Improve the customer experience: Customers get the information they need, in full, when they need it, which means less friction and more satisfaction.
Integrate with ease: LumenVox CPA technology conforms to a set of industry standards, and it is therefore easy to integrate into your existing calling platform.
Want to learn more? Download our latest eBook below which will help you optimize your outbound strategy.
A robust outbound call strategy needs to invest in the right technology to allow precise and proactive outbound communication. Auto dialers are a common investment because they can boost efficiency. A call center agent often has the menial task of dialing numbers where most of the time, they remain unanswered. Auto Dialers are designed to reduce the time an agent spends on unanswered calls. This increases the number of interactions an agent can have in a single day.
And yet auto dialers can often fall short of this efficiency expectation. Why? Because most auto dialer’s don’t have the artificial intelligence (AI) necessary to deliver the highest accuracy determinations.
Make Your Auto Dialer Intelligent with LumenVox Call Progress Analysis
LumenVox Call Progress Analysis integrates with auto dialers and speech applications so that any call center can leverage its state-of-the-art Voice Activity Detection (VAD), an advanced technology based in machine learning or AI algorithms.
With LumenVox Call Progress Analysis your auto dialer software is made “smart”, which means it can identify if an answering machine or live person has answered the outbound call. This intelligence eradicates delay within the process, so employees and customers are treated to more talk time and less frustration. The reduction in wasted time creates more space and time for agents to have meaningful interactions with live customers. This results in higher productivity and improved employee performance.
How are our customers using LumenVox Call Progress Analysis
LumenVox Call Progress Analysis can be used for a wide variety of use cases, including:
Virtual holds, reducing the need for customers to wait on hold
E-callbacks, accurately timing return calls
Collections, aiding in successful outbound debt collection campaigns
Outbound sales at high volume
General outbound calling campaigns, including critical customer notifications
Live/human call filtering to agents
Auto Dialers, LumenVox Call Progress Analysis & Customer Experience
LumenVox’ Call Progress Analysis makes it easier for customers to reach and be reached by agents as it prioritizes live participants. With the addition of LumenVox Call Progress Analysis to your auto dialer, your customers will appreciate shorter wait times as this technology can predict when the next agent will become available.
Smart Auto Dialer Outbound Message Delivery
LumenVox Call Progress ensures that customers receive messages in full, if their call is answered by voicemail. LumenVox Call Progress Analysis doesn’t guess if a machine is answering the call. It uses complex machine learning, tone-detection, and active listening to know precisely when to leave a message.
More Auto Dialer Benefits: Reduce Dropped Calls and Pauses
Many customers spend too long waiting for an agent to answer them. Or, they simply give up when there is too much pause time before the agent can speak. LumenVox Call Progress Analysis has the artificial intelligence necessary to transfer waiting customers to an available agent within milliseconds. This ensures fewer dropped calls and minimal silence before proactive communication takes place.
LumenVox Call Progress Analysis is exceeding expectations every day, with one customer making over 1 billon outbound calls per month with over 99% accuracy. Ready to learn more? Download our whitepaper.
A thriving outbound call center is one that leverages high-tech software to improve customer satisfaction and empower agents. A call center at the top of its game—which seeks to boost productivity and CX needs to focus on one specific action: predictive dialing. By analyzing and ensuring your predictive dialing is “smart,” or includes advanced machine learning technology, your call center can exceed expectations.
Increase Call Center Efficiency Metrics with Intelligent Predictive Dialer Software
In the following we discuss several efficiency metrics that your company can measure and monitor. This will help you to optimize employee performance, improve your technology, and elevate customer experience.
Improve Call Center Service Level with Intelligent Predictive Dialer Software
Delay is the ultimate time waster for agents and one of the most significant issues that call centers face. Ultimately, it affects performance expectations and key performance indicators, such as service level and outbound call time engagement.
LumenVox Call Progress Analysis (CPA) is equipped to measure your agents’ average handle time per call and even goes a step further by using this average time to predict when to dial the next client before your agent has ended their call. This substitutes costly delay for high productivity.
Improve Agent Experience with Intelligent Predictive Dialer Software
LumenVox leverages proprietary Voice Activity Detection in our state-of-the-art Call Progress Analysis to determine whether your predictive dialer has hit an answering machine or a live human, with the highest accuracy. This “smart” technology allows for precise filtering of live (human-answered) phone calls, which reduces the agent’s average handle time and boosts productivity.
Ultimately LumenVox CPA removes unnecessary delay from one call to the next. Thus, it allows your agents to spend more time communicating and less time dialing. As a result, your employee’s frustration decreases, and burnout remains low.
Improve Customer Satisfaction with Intelligent Predictive Dialer Software
Just like agents, customers don’t like to be kept waiting. By adding LumenVox CPA to your predictive dialer, you have the technology to create instantaneous connection with customers.
Instead of long hold times, your call center can proactively and automatically call customers back. Upon successful determination that they have indeed picked up the phone, LumenVox CPA immediately connects the customer to a live agent. LumenVox CPA has this down to a science—making 98% accurate determinations within milliseconds.
LumenVox CPA arms predictive dialers with the artificial intelligence necessary to ensure that it is truly a person on the other end. This technology leaves no room for wasted time on behalf of the customer, resulting in higher satisfaction.
The #1 Technology for Predictive Dialer Success: LumenVox Call Progress Analysis
There are many ways to increase your call center efficiency metrics through modern and innovative technology. By measuring KPIs, you’ll be able to find the areas to improve agent productivity. You’ll also be able to access where customer satisfaction is falling short and where your current challenges lie. LumenVox CPA enables you to hit KPIs and performance expectations you could only dream of before.
Automated dialers result in critical cost savings and other agent and customer satisfaction benefits within multi-channel call centers. You can dramatically increase these cost savings and benefits with the addition of Call Progress Analysis (CPA) software. Here, we will explore the role of automated dialers in call centers, and how you can enhance them with LumenVox Call Progress Analysis technology.
Predictive dialing: Auto dialers use algorithms to optimally time calls. The algorithm considers the availability of call center agents and the amount of time it takes for calls to be answered. From there, they adjust the dialing rate to ensure calls take place at the optimal moment.
Message delivery: Auto dialers call specified numbers and deliver message “payload”, which can be anything from appointment reminders to political campaign messages, emergency notifications, etc. These calls are usually queued up, and the system works through the list.
Both functions save representatives valuable time and, in turn, save your call center money.
The Benefits of Enhancing Your Automated Dialer with LumenVox Call Progress Analysis Software
LumenVox Call Progress Analysis software uses a unique approach called Voice Activity Detection (VAD), advanced speech recognition technology which uses a blend of tone detection and speech recognition software to accurately distinguish between humans and answering machines. This software dramatically improves both automated dialer functions.
So, what improvements can LumenVox Call Progress Analysis bring to your call center overall?
Every millisecond counts. By enhancing the predictive process of your automated dialer with LumenVox Call Progress Analysis, agents receive the most accurately filtered calls—as LumenVox Call Progress Analysis ensures there is a live human being on the other end.
From a proactive outbound call standpoint, Our Voice Activity Detection technology is much more accurate than traditional answering machine detection software. This ensures that your full message is delivered to the correct customer at the optimal moment, down to the millisecond.
A Reduction in Call Center Inbound Calls
With proactive outbound communication, LumenVox Call Progress Analysis customers can rely on receiving messages in full, regardless of whether they are there to answer the phone or not. When you successfully deliver up-to-date, relevant information to the customer, they do not need to contact an agent or phone the call center for important updates. This dramatically reduces inbound calls, reducing the workload of agents.
Decreased Call Center Operational Costs
LumenVox Call Progress Analysis technology is all about enhancing automated dialers to increase efficiency. With LumenVox Call Progress Analysis, automated dialers filter solely live calls to agents, contributing to significant operational cost savings and dramatically impact the overall competitive advantage for the call center.
Improved Customer Satisfaction
More than ever, customers want proactive communication. More than ever, customers prefer updates via their smartphones. The likelihood of a customer receiving an update through their phone is far greater than the chances of them reading an email. Ensuring that messages are accurately and efficiently delivered in full will work to improve customer satisfaction with your brand.
To remain competitive in the call center industry, it is important to invest in the most advanced technology to maximize efficiency and reduce operational costs. LumenVox Call Progress Analysis is setting a new standard, breaking the glass ceiling when it comes to automated dialer accuracy.
A successful outbound call campaign is a powerful weapon to add to your sales arsenal. In today’s world of marketing emails and robocalls, a personalized phone call can be a breath of fresh air.
To ensure that your customers and leads receive calls that are relevant to them, follow these 4 tips.
4 Tips for Designing an Effective Outbound Call Campaign
1) Use an Open Call Script
The success of scripted outbound sales calls can be hit-or-miss. On the one hand, new reps can massively benefit from a script, particularly in terms of following compliance requirements.
On the other hand, overly scripted phone calls can come across as rigid. As such, you can lose the personalized, human touch of a phone call.
The compromise here is to develop an open call script. These kinds of scripts are loosely structured. They provide the agent with pointers rather than lines that they need to rehearse.
Loose scripts ensure that your agents cover all the important points (while remaining compliant) and yet still allow them to build on natural conversations.
2) Collect and Analyze Relevant Call Data
To build an effective call campaign, you need to have a good understanding of your target market. A successful campaign requires extensive research to build a library of data that reps can refer to before making calls.
Data shouldn’t purely focus on industry and location, but should also try to answer these questions:
Who am I talking to?
Why would they need my product?
3) Employ an Effective Training Program
Training programs help prepare new reps for real-world calls. This will help them remain confident and compliant every step of the way.
Training programs can include the following:
Call recordings that reps can analyze and critique
Group role-playing activities to help reps learn to think on their feet
Lessons on how to identify the key factors comprising a successful call (e.g. tone of voice)
4) Use Key Performance Indicators (KPIs)
KPIs are useful metrics for monitoring sales rep performance. It is important to first identify which KPIs your business wants to place the most emphasis on. Examples of common KPIs include:
Average handle time
Conversions rate (number of calls resulting in successful sales)
Make sure that employees learn and understand the importance of these metrics. Teach them how to maximize their KPI scores through the training program.
Finally, use KPIs to identify weak reps who might require further training, as well as strong reps that should be recognized and possibly rewarded to encourage good work!
Personalized outbound calls, when done right, can be an incredibly effective sales strategy. Be sure to invest time into carefully designing an outbound call campaign strategy to maximize your center’s success.
And, while you focus on training the human side of the campaign, let LumenVox take care of all your automated contact center needs. Request a demo or contact us today so that we can help you maximize your company’s efficiency so that you can focus on spending your time on more important things.
Automated predictive dialers have been around for a long time, perhaps longer than most people realize, with InfoLogix introducing one of the earliest recorded automated predictive dialers in the 1980s.
Things have evolved since those early technologies, however, the technical requirements remain the same; the ability to determine through some predictive analysis when an operator will become available. With LumenVox’ Call Progress Analysis, though, any automated predictive dialer can now determine whether a live person, as opposed to a machine, answered the call.
LumenVox’ Call Progress Analysis combines highly accurate Voice Activity Detection (VAD) technology—a technology that LumenVox has evolved and refined over 20 years providing best-in-class speech recognition technology–with standards-based deep connectivity and integration services for telephony networks. The resulting technology has proven to be compelling for contact centers of all shapes and sizes.
LumenVox Call Progress Analysis makes every second count. Let’s say, for example, a typical call lasts for around 80 seconds, and it takes on average 10 seconds for someone to answer a call, then the predictive dialer could begin dialing when the operator is 70 seconds into the call, in anticipation of them being freed up in time to take the next call. This is a very simplistic scenario, but with several agents and reliance of CPA to filter out unwanted calls, statistical analysis and feedback can be used very effectively to achieve optimal performance. Additional adjustments can be made implicitly or explicitly, in anticipation of calls running long, for instance, or if the person being called has a different reason for being contacted, which might require a different amount of engagement interval to process so that appropriate timing adjustments can be applied.
Our own analysis of production deployed CPA with automated predictive dialers show that it is fast and highly effective in reducing contact center costs by increased automation and call filtering, with high potential savings.
It is clear to see that these cost savings represent a significant value to those embracing the potential of CPA, which defines call center effectiveness by setting a new standard and leaving operators that choose not to use this technology far behind.