The recent FCC regulations that tightened the scope of “robocalls” might have signaled a decreased consumer interest in receiving outbound calls and notifications from businesses. But DMG Consulting just released a paper, “Outbound Dialer Market Research Report,” indicating the exact opposite result: the outbound dialing market growth is on the rise. TMCnet interestingly noted that “companies are discovering outbound calls and notifications is win-win: enabling superior customer-retaining service and cutting costs over staffing for unpredictable live-agent inbound calls.
Perhaps the new marketing regulation crystalized what customers don’t like about robocalls, and thereby put a stronger focus on what customers do want. On a similar note, Nuance released a study in mid January that PMI (Phone Marketing Insider) wrote about as follows:
Nuance’s research into the customer’s reaction and perception of automated telephone services tackles this precise issue. They commissioned a study, conducted by Forrester Research, titled “Driving Consumer Engagement with Automated Telephone Customer Service.” The study found that in straightforward phone interactions, including prescription refills, flight status, checking account balances, store information requests and tracking shipments, customers rated a higher preference for automated services over live agents.
Both Nuance and now DMG are demonstrating through extensive research that customers enjoy the convenience of automated telephone services, especially when it comes to simple applications such as appointment reminders. Customers distinguish between the unwelcome disturbance of telemarketing calls and sophisticated telephone services of voice broadcasts with useful information.
Now that DMG has demonstrated the market need for outbound dialing functionality, the question becomes which provider best serves your business’s needs. Fortunately, the new DMG report details the offerings of five of the leading vendors-Avaya, Aspect, Noble Systems, Genesys and Cisco. Even more importantly, the market research analyzes the components of an ideal dialing solution. The study outlines eight general dialing best practices “to help end users maximize the utilization of and benefits realized from outbound campaigns.”
How can your business use outbound dialing campaigns to increase your efficiency and customer service?
Related posts:
- 3 Benefits of Using Phones in Market Research
- Nuance Study Finds Customers in Favor of Automated Telephone Services
- Can Phone Systems Make Your Doctor Visits Smoother?
- Salesforce.com Approves New Five9 App
- Ifbyphone’s Voice-to-Text Transcription Gives Users a Choice
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