In our last post, we learned about a new feature called ‘Personal Dialer’. This feature is found in the latest version of gloCOM, 5.3. If you are just joining us, look back at ‘What is Personal Dialer’ to familiarize yourself with the topic.
Before we look at the benefits, have you ever wondered how much time you waste dialing a phone number? It seems like a relatively quick task, but when you have to make 50+ calls a day, it can quickly become exhausting.
Some of us are visual learners, so let’s paint a picture.
Eric is a Customer Care Representative at Talmonds Advisory. He works Monday to Friday 9am to 5pm, a typical 8 hour day with 1 hour for lunch. Eric has to complete an average of 200 outbound calls a day. He has to do this on top of his other tasks like meetings, training sessions and receiving inbound calls.
To get an accurate representation of Eric’s problem, I timed myself. It took exactly 21 seconds to find a number, dial it and connect to the caller. If you multiply those 21 seconds by 200 phone calls, you are looking at a total of 70 minutes (4,200 seconds) of time wasted.
Let’s break it down.
You start with an 8 hour work day and take away:
- 1 hour for lunch
- 1 hour and 10 minutes for dialing time
- 30 minutes for bathroom breaks
- 1 hour for training
- 1 hour and 30 minutes for meetings
You are now left with 3 hours to complete 200 phone calls.
How is that possible? This question leads us to our first benefit of Personal Dialer.
gloCOM was already saving you time with its drag-and-drop feature, but now Personal Dialer does the work for you! After uploading the CSV file, you no longer have to copy and paste, drag and drop, or manually dial.
Helping users save time allows them to be more productive. Looking back at our above example, Personal Dialer will give Eric back 1 hour and 10 minutes of productive time. It enables users the ability to increase their talk time and complete their other tasks.
Enhance Agent Efficiency
Being productive and efficient is somewhat the same thing. However, this features allows the user to get ahead of the next call while still being on their current one. Personal Dialer lets the user know who is next on the list to be dialed, which gives them time to prepare. This feature also reduces the user’s idle time. Agents are much more efficient talking on the phone versus waiting for the call to connect, listening to busy tones or getting answering machines.
Decrease in Distractions
Catching up with Lori about your weekend is fun but according to our example above, there isn’t enough time in the day for that! The more you get distracted, the less time you will have to complete your call quota for the day. Now that users do not have to manually hang up the phone and dial a new number after every call, there will be a limited amount of distractions. Of course, breaks are important and that is why Personal Dialer has a ‘pause’ feature. This feature allows the user to pause the list of automated calls to give them a break. Users can collect their thoughts, get a drink refill, use the washroom and come back feeling refreshed and ready to finish their list of calls.
Once a user completes their list of phone numbers, they will receive a detailed list of the calls made. The list displays what phone numbers were answered, unanswered and how long the calls lasted. If you call the same list frequently, you can use this information to detect what numbers never answer. After collecting the data over a period of time, users can update the list and delete the phone numbers who never answer. Supervisors can also use this information to see how much time agents are spending per phone call.
Now, it is time to give your fingers a break! Update your gloCOM to version 5.3 and take advantage of Personal Dialer. If you want to learn more about this feature, look at the official release notes here.