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Use Active Listening to Boost Your Productivity

This article explores the true definition of active listening and how it can boost your productivity. To define active listening, we should first understand its opposite:

Published

1 year ago

December 19, 2021

TwinzTech

“Active Listening” has become a bit of a buzz phrase as of late – it’s something every workplace blog says that you should focus on, even if they never tell you why. One overlooked benefit of active listening practices is productivity – becoming an active listener makes nearly every part of your work, social, and home life more productive.

This article explores the true definition of active listening and how it can boost your productivity.

Table of Contents

1. What is Active Listening?

To define active listening, we should first understand its opposite: Passive listening. Most people are, by default, passive listeners. But that doesn’t mean it has to stay that way.

Passive listening involves listening to someone without reacting, acknowledging, or giving full attention. It’s the listening most of us are accustomed to giving and receiving, even though it isn’t what we all necessarily enjoy.

On the other hand, active listening is a form of listening where the person is engaged in listening, reacting, and acknowledging. It also involves asking clarifying and probing questions to arrive at a deeper understanding. Full attention is being paid to the person speaking, and the listener is forming thoughts and reactions in their head as they listen along.

This type of listening is what people desire, need, and appreciate. This type of listening is what Maryland Attorney Alex Brown says helps him connect with his clients on a deep level: “I take the time to hear everything they are saying, and I ask probing questions to truly understand not only their problems but also their proposed solutions and the plans they are trying to achieve.”

This is an excellent example of active listening in the real world: Brown doesn’t do anything magical. He gives his full attention to clients, asks clarifying questions, and works to understand people truly.

To put it simply: the more active you are as a listener, the more you can empathize, help, and connect with the person you’re listening to.

2. 4 Benefits of Active Listening

a. It Makes People Feel Valued

It’s comfortable to tell when someone isn’t listening to you. When people see you are actively listening to them, they feel as though they are essential to you, and their words have real meaning. It’s a powerful thing that can make a big difference in every conversation you’re a part of.

b. It Helps You Intuit Solutions

When listening to someone intently, you get a more profound sense of the problems they are facing. This makes it easier to intuitively find solutions tailored to the person and circumstance. Passive listeners cannot reach those depths and are forced to give cookie-cutter answers.

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c. It Builds Trust Instantly

When you’re an active listener, people are much more likely to trust you, no matter the situation. If you’re helping a friend through a problem, it’s easier for them to trust you with a presented solution. If you’re trying to sell a product, it’s easier for the prospect to trust that you have their best interests in mind when they know you understand them. The list goes on.

d. It Helps You Avoid Misunderstandings

Misunderstandings can easily get blown way out of proportion, but they all start with one tiny mistake: a failure to listen. Part of listening means asking clarifying questions to avoid miscommunications. If you become an active listener, you will notice the friction in your conversations drop considerably.

3. How Does Active Listening Improve Productivity?

Active listening makes you a more productive person in all areas of your life. This is true not because of what it adds to your abilities but rather what it keeps off your plate.

You’ll avoid miscommunications and misunderstandings because you took the time to understand everything said entirely. When it comes time to present ideas and solutions, your offerings will be much more on track than if you had listened passively, saving you time and frustration. And, you’ll strengthen all the relationships around you, whether in business, social, or family life.

Becoming an active listener takes lots of work, patience, and practice, but the payoff is exponential.

Think about it: how many people in your life do you only speak to once and never again? That’s right, very few. Being an active listener boosts the conversation you have with a person today, making every following conversation that much better.

Take some time to consider how you can become a better active listener today – you won’t regret it, and your coworkers, clients, friends, and family will feel the benefits.

Workforce

The Impact Of Predictive Dialing Systems On Call Center Agents

A predictive dialing system aims to make call center agents more productive. Outbound dialing processes were altered by using predictive dialing systems in call centers.

Published

7 days ago

May 29, 2023

TwinzTech

The Impact Of Predictive Dialing Systems On Call Center Agents

For call center agents, predictive dialers have many advantages. A call center can achieve great success by utilizing a predictive dialer. A predictive dialing system aims to make call center agents more productive.

By giving agents more time to talk, automated dialing can help the workforce. The call connect rates are getting better, which makes people more productive. As a result, agents can use these call tools to ensure customers are happy whenever they talk to them.

Table of Contents

A. Call Center Agents Benefit From Predictive Dialing Systems

Outbound dialing processes were altered by using predictive dialing systems in call centers. The call-making process is now improved as systems use algorithms and automated processes. This means that agents spend more time with customers and less time just sitting around. Predictive dialing software has several advantages for call center agents.

1. Boost Agent Efficiency

With predictive dialers software, dialing processes are done automatically. And this can make agents more productive at work. The system uses algorithms to determine the best time to make a call. It takes many things into account. It considers the last call’s length and how many agents are available. There is also the chance that the call will be answered.

Predictive dialers reduce the time people have to wait and make agents more productive. This means that agents can help more customers.

2. Reduce Idle Time

Agents spend less time waiting for calls thanks to predictive dialing systems. It does this by dialing many numbers at the same time without any help from a person. More agents can take calls with a cloud predictive dialer because there is less time between calls. Call centers do well when they get more calls.

3. Cut Down The Need For Manual Dialing

No longer do agents have to call numbers. No more waiting around for calls to connect. In place of this, the predictive dialing system does this. The system can call several numbers at the same time. After the customer is connected, a ready agent helps them. This makes their job easier and more efficient. By not doing the same thing over and over, they save time.

As a result, predictive dialers give them more time to talk to customers and solve problems.

4. Smart Call Distribution

Calls are routed and distributed using predictive dialing systems. And this process is made possible by rules that have already been set. And it considers things like agent skills and how customers are grouped. This way, agents only get calls from dials that are picked up. Better customer experiences may result from this.

5. Higher Call Connect Rates

Predictive dialing systems make sure that the phone calls all of the numbers that have been set up. The system considers both historical and contemporary data. It can figure out when customers are likely to answer calls. It also thinks about when agents are free. Fewer calls don’t get through when call centers have higher call-connect rates.

6. Ensure Industry Compliance

For outbound calls, agents at a call center must follow the rules. One of these rules is that customers can be on a “Do Not Call” list. Once a person opts in, the system manages and updates the lists. Then, it gets rid of numbers that are on the Do-Not-Call registry. So, it only talks to interested customers.

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7. Real-Time Performance Monitoring

Most call centers use predictive dialer cloud as a call tool for monitoring. It makes sure that the quality of the call is at its best. Supervisors and managers can keep track of agents’ calls and give them helpful feedback. So, they can make sure that agents stick to scripts and rules. This will make sure that the service quality stays the same. In a way, agents will also discover what needs to be changed.

8. Scalability And Adaptability

Predictive dialing systems help agents get better at their jobs. It lets them change and update their processes to meet the company’s changing needs. Call centers can adjust their dialing parameters to meet their needs and the needs of their campaigns. They can change how it works based on how agents are assigned and how many calls are coming in. Also, think about the business priorities and seasonal needs.

9. Easy Integration With Other Systems

A predictive dialing system can connect to what is already in place. This includes management systems like Customer Relationship Management (CRM) and others. With this integration, it will be easier for agents to get information about customers. This helps them give each customer a unique and worthwhile experience.

B. Frequently Asked Questions

1. Will Predictive Dialers Affect The Quality Of Customer Interactions?

Predictive dialers can make the conversations between call center workers and customers better. This tool can start calls and send them to the best agents. This is based on their skills and how they put customers into groups. Agents handle customer inquiries and give them individualized assistance in this way.

Also, predictive dialers can connect to tools like Customer Relationship Management (CRM). This lets workers see information about customers in real-time, so they can provide better service. Agents have less downtime and better timing of calls. So, agents can focus on making customers feel like they can trust them. This makes customers happy and gives them a good time.

2. How Do Predictive Dialers Impact Agent Stress Levels?

Agents perform their jobs more effectively, thanks to predictive dialers. And when they are happy with how they did, they feel less stressed. Agents waste less time and accomplish more tasks by automating dialing processes. Because this workflow has been streamlined, agents can focus on significant customer interactions. Less manual work makes their jobs easier and lessens the amount of work they have to do.

Agents are less likely to feel excessive stress as a result. They stick to a good and balanced workflow. With real-time monitoring, agents can get help and feedback from their managers immediately. This makes the call center agents feel like they have a lot of support.

3. Do Predictive Dialers Offer Flexibility For Agents?

Yes, the best predictive dialers do give agents a lot more freedom. With these systems, the right calls can be sent to suitable agents. It’s vital that the agent speaks the correct language, has the right skills, knows about a specific product or service, and is available. This determines how calls are made. This makes sure that agents only answer calls that match their skills.

This makes them work more efficiently. According to agent availability and skills, predictive dialer call routing changes. So, it helps get the most out of the resources. This call tool makes it easier for agents to change how the call center is set up.