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When dialing a number manually, delays are typically caused by the phone continuously ringing while the caller does not answer and by the actual action of dialing the number. These problems are why researchers came up with a solution known as predictive dialing. If you have heard of robo dialers or auto dialers then you may also have heard of predictive dialers. Predictive dialers work in a similar way to autodialers with some slight differences between the two.

How Does the Predictive Dialer Work

A predictive dialer begins with a long list of telephone numbers that it is programmed to automatically dial. If a call is answered, then the call will be switched over to a human agent; this usually occurs within 3 seconds of answering. This is to minimize time wasted on humans placing phone calls one at a time. The predictive dialer uses an advanced algorithm to send out these calls at a rate that is meant to minimize the time that an agent waits to speak to the customer. The algorithm changes based on the number of agents available, so the possibility of someone answering and not being connected to an agent is also minimized.

Predictive dialers can also screen for voicemails and busy signals. These predictive dialers call multiple numbers at a time and use call metrics to predict the best time to send the call so that an agent will be available to answer. The intention is to maximize the number of calls that get connected to an agent in a day. An agent can possibly manually dial a customer and wait about one minute before getting an answer. The predictive dialer, however, calls several numbers at the same time and only those that are answered with a “Hello” will take up the agent’s time. The predictive dialing formula usually lasts about three seconds before an agent is connected with a customer on the other line.

The History of the Predictive Dialer

These dialers began nearly 30 years ago to make it easier for the banking industry to pursue debt collections. Predictive dialers began as hardware, but they are now available as an easy-to-set-up software. Many companies choose to use predictive dialing software for the reduction of up-front costs and IT expenses; they provide excellent cost savings, while the technology can be immensely time-saving. Another reason many companies choose to use predictive dialing software is that it is easily integrated into Customer Relation Management systems or CRMs.

When predictive dialers are working flawlessly, they provide agents with a constant flow of phone calls. Telemarketers and customer service agents can save a lot of time because manually dialing takes up to 30 seconds per call, and there is no guarantee that the phone call will be answered. Predictive dialers don’t just call multiple lines at once; the metrics can even calculate how long the answered phone call will most likely last. That way, agents can finish one phone call and immediately be switched to the next caller.

Who Uses Predictive Dialing?

Many companies take advantage of predictive dialing services. As previously mentioned debt collection agencies started the predictive phone call hardware and still use it today. Other businesses that use predictive dialing software tend to be in customer-service, market research, or telemarketing.

Not every company will find that predictive dialing is right for them. If your company is focused on creating customer relationships rather than quickly collecting a debt, getting fast answers, or solving an issue, then predictive dialers won’t work well. The mission for predictive dialers is to have a high turn-around; not to discuss important details on high-cost products and services.

However, if your company is in the business of selling everyday products or services, then you might find predictive calling a very effective way to see results. Agent productivity is especially effective when choosing to use predictive dialing software.

The drawbacks of high volume calling do not allow enough time to find out any real information. Although the efficiency of agents rises and the number of calls increases, there is a lack of background information that can be found. This means that agents will not be able to prioritize leads. The FCC has also banned auto dialers that do not have pre-authorized approval by the people the company is attempting to reach.

Without profit, there is no business, and without customers, there is no profit. Customers are the sole provider of a business’ measure of success. Successful businesses know that their customers are their #1 priority in making a business work. Not only do you have to have new customers, it is even more important to keep the customers you already have. That is why customer loyalty is so important.

Small businesses and startups may struggle with their execution of customer service because of a lack of resources or time. So how is a small business supposed to face off against a large corporation? The answer is loyal customers. A loyal customer that has a satisfied relationship with a business and will often frequent the business, and go above and beyond for the business, too. Loyal customers often bring friends with them to their favorite stores and promote their favorite stores on social media. When you have created enough loyal customers over time, your business will be a success.

If you’re not convinced why you should be going out of your way to build relationships with the customers you already have, here’s a list of things a loyal customer can do for your business.

Loyal Customers Stick Around

Once you have a customer’s loyalty, you will find that they won’t visit your website a few times and then never come back, or stop into your shop and then you never see them again. A loyal customer truly appreciates what is at the core of your business, it resonates with them. If things are not going well in the business, your loyal customers will keep showing up and give your business the benefit of the doubt.

They Frequent Your Store More Often

A loyal customer may come to your store more often than they would need to, just because they like being there. If you own a restaurant and you have the same man come in every day with lunch, sometimes with friends and sometimes just alone, there is a reason he returns every day. He probably enjoys the food, but he also probably really enjoys being on a first-name basis with everyone who works there. He can come in and everyone says hello to him and remembers his name and his favorite order. He feels special at the restaurant because he is appreciated there. When a customer feels appreciated, then that is when you have created a loyal relationship.

Loyal Customers Have Your Back

Your customers probably shop other places when they have to for other things they need or when they are in a pinch. But they always have your back. Most people eat fast food at some point or another, and you probably have your favorite fast food place that you think is better than everywhere else. So if you end up at Wendy’s and you really love McDonald’s, you’re not going to run around the next day and talk about your Jr. Bacon Cheeseburger; you’ll still be lamenting about how you’re craving a Big Mac right now.

They Offer Amazing Feedback

Since you have established a good relationship with your customers, you can now ask them for favors. Returning customers make for great focus groups and usually have a lot of opinions about your products and services. You know that they are satisfied with your business, but they might have some handy suggestions you’ve never thought of before. Don’t be shy about mentioning a customer satisfaction survey – the ones most likely to take it are your loyal customers because they don’t want your business to go anywhere. Your loyal customers will always give feedback that will ensure that your business stays afloat because that’s their aim, too.

They Will Promote You

As mentioned before, loyal customers will talk about your product often, which then brings in more customers. Word-of-mouth is a powerful marketing tool because when a suggestion is made by a person that we trust, we are much more likely to go with their suggestion. An easy way to create word of mouth from your loyal customers on social media is to create a hashtag with your business name. Without fail, your loyal customers will post themselves wearing, drinking, eating, or whatever it is they do with your product, with the right hashtag in the photo.

To drive sales to your business, you need to be sure that you are marketing to the correct audience. And as your customers change and grow you will also need to make changes and adjustments to your marketing techniques. One way to do this is to create a buyer persona. Having a target audience is great, but having a buyer persona will give your team a clear focal point to help them build the best marketing campaigns for your target customers.

If you’re unfamiliar with the term “buyer persona” it is merely a tool to find out more about your customer. It is a detailed representation that includes the ideal customer demographic background, hobbies, career, and personal interests. To find out about these details, you will need to do some in-depth marketing research on your existing customers. Here are some tips on finding the ideal buyer persona.

Collect Data

Find data on your buyer persona through your social media presence and website. Get the data on all of the emails they open and don’t open, which page of your site has the most clicks, and analyze the results of survey data. Each aspect of this data is a part of your customer’s digital behavior.

Use Google Analytics

Google Analytics is a great tool that will give you information about the activity on your website. It works for social media posts as well, it will track the movement of your audience and show you how your posts are performing. There are several other social media analytics tools available that you can use to analyze your social media presence outside of Google Analytics, including Quintly, Followerwonk, and ViralWoot.

Define the Buyer Persona

After you’ve collected all the data, you can now ask yourself who the customer is. Start by asking specific questions such as, “how old is the customer?” “What is her/ his salary?” “What does she value?” Once you have covered a list of specific questions, you can ask the broader questions like “who is the ideal customer?” This should combine all the answers you have found through the previous answers. Once you have seen the specific personality of your ideal customer, you can now market to them on a personal level.

Discover The Way Your Buyer Persona Finds Your Business

Now that you are aware of your ideal buyer persona you can ask yourself what brought your buyer persona to discover your business? Did they Google your business and find it through an organic search? Were they referred to by a friend? Or did they stumble across your social media presence? These details will help you to identify the marketing channels that will best serve you.

Once you have discovered your buyer persona, you can use this persona to personalize your marketing strategy. Not every customer you receive from your target marketing will be the exact match to the buyer persona. You will find that only aspects of your buyer persona match your audience, but the audience will nonetheless feel that you are directly addressing them because they fit at least some part of the mold. You can also create multiple buying personas if your product is broad enough to reach people in different age groups, occupations, and interests.

With this information, you can create targeted ads, personalized email messages, and blog content that they will be interested in responding to. Once you have reached your customers on a personal level, they will turn into loyal consumers of your product.

Not only will you be providing content that your buyer persona will want and respond to, but you can also begin to learn more about your customer and their buying process. Once you have found what triggers their purchasing decisions, you will see an instant improvement in your inside sales. And at the end of the day, the most important thing is making a purchase and providing your customer with the items that they want and need.