In some call centers, you might find "clicker agents." These agents don't use automated dialers; instead, they manually initiate calls throughout the day by clicking a button on their interface. This keeps a consistent flow of outbound calls going for other agents, often called "closer agents," who handle the actual customer conversations.
Clicker agents offer several benefits. They dial faster than manual dialing but slower than automated systems. This allows them to focus on accuracy and compliance with regulations. They also screen leads before connecting them to closer agents, further reducing the risk of violating telemarketing rules.
However, clicker agents also have drawbacks. Hiring and training them adds cost compared to automation. They also can make mistakes, and they generally handle a lower volume of calls per hour than automated dialers.
Solutions like CallCatalyst from Convoso can help with this.
Convoso is a provider of AI-powered contact center software for sales teams, and the company recently revealed CallCatalyst. The solution offers a way to achieve efficient dialing via manual human intervention. It's designed for companies making outbound calls who want to drive revenue and reduce costs, while also accommodating companies with different risk profiles, especially those who prefer a more conservative approach to dialing.
“The launch of CallCatalyst represents a continuum of product development at Convoso to support our customers with compliance and greater efficiency,” said Nima Hakimi, Convoso CEO and co-founder. “Our innovations have enabled our customers to grow and thrive over the years – it’s really satisfying to see.”
So, what does CallCataylst actually do?
CallCatalyst allows human agents to initiate calls at a controlled pace. The solution prevents over-dialing and potential rule violations. It also optimizes lead selection based on times and schedules that are most compliant.
CallCatalyst also provides user management tools that streamline the call initiation process for agents, while monitoring and analytics features provide valuable insights into their performance. Finally, a user-friendly interface simplifies the entire call initiation experience.
The benefits of Convoso's CallCatalyst is that it reduces wasted time waiting for calls to connect, makes sure businesses are compliant with regulations by using human-initiated dialing for all calls and boosts revenue by allowing agents to reach more leads, especially those requiring manual dialing. This translates to lower operational costs, smoother compliance and increased sales opportunities.
“We’ve noticed that some of our customers are interested in more conservative approaches for their outbound campaigns, even though they may not be required to use manual dialing,” said Daniel Foppen, Vice President of Product and Product Marketing at Convoso. “That’s why we’re hearing such positive responses about CallCatalyst – because it allows them to embrace more cautious practices while significantly cutting agent wait time.”
Convoso’s CallCatalyst is a continuation of the company's innovation legacy, which began in 2006. No doubt the company will develop more products that support compliance with evolving regulatory changes while improving call center performance to power success for sales and lead generation teams.
Edited by
Alex Passett
