While attracting new customers has always been a goal in any business, keeping existing customers is as important today as it is ever. It’s always more costly to get a new customer than it is to get a repeat customer because the good old customers are willing to spend more and recommend friends. A well defined customer retention strategy can cover this.  

Yet a successful retention strategy is multi-pronged. You have to act to find out what can go wrong and figure out what is the cause of customer displeasure, and be able to provide a superior exchange that will contribute to customer commitment.   

What are Predictive Dialers?

When call center automated systems use past data with real-time data to improve call center operations they are known as: Predictive dialers. Automatic phone dialing, connection of agents to live conversations, and reduction of wasted time on busy signals, voicemails, and unanswered calls, are done automatically. This significantly increases agent productivity and allows them to focus on what matters most: Instead, they want to build relationships with customers and respond to those needs.  

Here are some key benefits of using predictive dialers for customer retention:

• Increased agent talk time: With predictive dialers, agents save time spent on non product calls, and spend more time speaking with real customers. That means more and more customer interactions and more opportunities to fix problems and build loyalty.  
• Improved customer experience: The quick connection times and decreased waiting time for the customers means more to the customers. It’s important to earn loyalty and prevent churn, and this is crucial.  
• Targeted outreach: With predictive dialers, you can programmatically direct the dialer to focus on high value customers or certain segments depending upon criteria. It ensures you are making sure to get the right message to the right customer at the right time.  
• Data-driven insights: The predictive dialers offer huge data and analytics on the call metrics, agent performances, and customer interactions. By having this data you are able to refine your retention strategies, identify opportunities for improvement, and personalize your outreach. 

Role Of Justcall In Customer Retention Improvement

An effective cloud based communication platform, JustCall.io can help you with a number of customer retention features to offer your customers. Built into JustCall are call management tools, real time analytics, and integrations to popular CRM systems. With this you can manage all your customer interactions from one place, dive in to understand what your customers are doing on your site, which patterns they follow and deliver an extremely personal outreach for a much better customer experience.  

Predictive Dialers for Leverage in Customer Retention

However, predictive dialers present a wide range of functionalities from which to leverage to boost your customer retention. Here are some key ways to utilize these tools:

• Proactive outreach: Find customers who have not engaged with your brand for a while, or they are at the end of their contract. Use predictive dialers to initiate calls to such customers proactively, hope to resolve any concerns that may arise and propose solutions to them to motivate them to stay.  
• Personalized communication: Use the data from your CRM system to call your clients out in a personalized way. Make your scripts personalized for each customer’s specific needs and preferences in order to make each customer feel honored and appreciated.  
• Win-back campaigns: Contact churned customers to learn why they left. Try to use predictive dialers to give them incentives or reply to them concerns to win back them.
• Customer satisfaction surveys: Complete short post call surveys to see how happy your customers are and what area to work on. With predictive dialers, there is the possibility of making the way of gathering feedback from customers more automatic. 
• Upselling and cross-selling: Identify areas that you can up-sell to your clients or, in other words, the extent to which product consumption can be further increased, with reference to the customers’ past purchases. Targeted offers and promotions can be reached out with predictive dialers.  

Optimizing your Predictive Dialer Strategy for Customer Retention 

In order to use predictive dialers for customer retention to its maximum potential it’s important to have a defined strategy. Here are some key considerations:

• Compliance: Be Sure to Follow Your Telemarketing Dialing Practices to Local and National Rules about Making Telemarketing Calls.
• Agent training: Teach your agents to take full advantage of the predictive dialer and customer interactions, as well as to offer top notch customer service.  
• Call monitoring: Listen to your call recordings regularly, to check that agents deliver what is scoped to them through your scripts and offer a good customer experience.  
• Data analysis: Leverage predictive dialer data insights to discern trends, improve your retention plans, and push continuously towards better call center operations.  

Conclusion:

A predictive dialer is then very useful if you own a business and you are looking for ways to enhance your customer retention. They assist in strengthening the relations between the firm and the customers to ensure that the agent productivity is improved, improved the experience of the customers and provide a good return by giving long-term loyalty. 

If you implement a well defined predictive dialer strategy and use the power that platforms like JustCall.io are capable of handling, you can manage your outbound call center operations efficiently while reaching as you as you need to to hit your customer retention goals.