Why Invest in an Automatic Dialer for Call Center?
Do you ever think about how your sales and marketing agents manage cold calling to hundreds of customers and leads in a day without losing their minds? Well, cold calling campaigns are an efficient way for lead nurturing, upselling, market research, telemarketing and cross-selling. However, manual dialling can reduce your agent’s efficiency and talk time. Enter Automatic Dialer for Call Center as a popular method to reach existing and new customers and turn your outbound calling campaigns into successful ventures. Let’s learn how adding auto-dialers increases your call centres’ efficiency.
What is an Automatic Dialer for Call Center?
This dialer system automates the outbound dialling process and acts as a digital helper or personal assistant for call centres and telemarketers. Using computer software or hardware to initiate calls has made the outbound calling process much easier and smoother. It enables your teams to manage a tone of phone calls, close deals faster and boost sales. Moreover, the automatic dialer dials the phone numbers from the provided list, ignores unproductive numbers and connects your sales and marketing teams to the connected calls only. It means your teams can talk with real people avoiding wasting time on punching numbers.
Why Hosted Dialers Are Better Option than On-Premises Dialers?
Hosted or cloud dialers work on remote IT infrastructure managed by your cloud service provider. Due to cloud facilities, many call centres are migrating from on-site dialers to hosted auto-dialers to save infrastructure and upfront costs. They contain sophisticated features like intelligence detection, real-time reporting, campaign control, contact list management and call transfer. These features improve your agent performance and speed up the lead generation process. Businesses can leverage auto-dialling software for product promotion, run political campaigns and send reminders and notifications.
Which Dialling Modes Make Auto Dialer Software More Effective?
1. Progressive Dialer
It maintains a consistent speed of dialling process in call centres ensuring agents will remain available to answer every call. They dial the next number automatically after the agent wraps up the call and is available for the next call. Companies use these dialers to reduce the time between calls and make agents more productive. Your sales reps can still view customer information while the progressive dialer dialling numbers sequentially.
2. Predictive Dialer
These dialers can predict agent availability to manage the next call through a dialling algorithm. They can also dial contact numbers from the provided list automatically and sequentially. Predictive dialers can detect answering machines, busy tones and disconnected calls. Thus, they save the idle time of your agents. For this reason, many modern call centres leverage predictive dialling technology to improve agent performance and simplify outbound campaign management. Meanwhile, cloud-hosted predictive dialers easily integrate with CRM and ERP systems leading to enhanced performance.
3. Preview Dialers
They provide contact information, historical records and purchase history to agents so they can review contact details before calling a prospect or customer. This availability makes it easier for your sales rep to engage their customers with personalised interactions. Your agents can skip particular numbers from the list and deal with complex interactions efficiently. Moreover, managers can also guide agents during sensitive situations through call whispering and barging. However, review of customer information lowers the speed of outbound calling.
What are the Common Features of Auto Dialers?
1. Answering Machine Detection
This voicemail detection feature enhances your agent efficiency and call connect rate. It can filter out whether the connected call is an answering machine or a live person. By connecting agents with more live persons, the software facilitates more live conversations and chances to close deals faster.
2. Contact List & Lead Management
There is a need to set rules to reach out to prospects and customers by using automated dialers effectively. Many dialling solutions allow filtering leads and scheduling follow-ups automatically. This helps you identify if a call is complete so your agent cannot contact them again to save time.
3. Real-Time Insights & Analytics
Call centres can get detailed information about their outbound calling campaigns through real-time operating performance. They can analyse metrics like average call time, total number of calls and agent waiting time to identify coaching needs and make informed decisions.
4. Call Recording
Cloud-based automated dialers are more efficient as they allow real-time call recording and monitoring. It stores the data in high-definition audio and saves all the data in the cloud. Managers can use this data to track performance and inefficiencies.
5. CRM Integrations
Advanced Automated Dialer for Call Centres can integrate with CRM systems. This smooth integration eliminates the switching between various platforms and enhances your agent’s productivity. Your agents can use real-time customer data to offer personalised services.
Top Advantages of Automatic Dialers For Call Center Outbound Campaigns
1. Improves Agent Efficiency
Predictive dialling solutions eliminate the need for looking at the list of phone numbers and dialling manually. This dialer can determine the best time to call a lead and predict the agent’s availability for the next call. Moreover, the automated system works with an automated call distribution system to assign incoming and outgoing calls to the most available agent. Agents can switch between inbound and outbound calls effortlessly.
2. Facilitate Smarter Lead Management
Call centres can organise lead information, sales data, customer purchase and interaction history and contact information in one centralised place. This software can filter busy tones, answering machines and unproductive numbers. It connects your agents to qualified leads in a short time. The valuable real-time metrics improve sales and performance.
3. Improves Agent Talk Time
One of the most important benefits of an automated dialer is reducing idle time. With an improved call-connect ratio, your sales and marketing agents can spend more time talking with leads. This ultimately leads to better customer engagement and improves productivity. Furthermore, the high call connect rate speeds up your outbound calling campaign and converts leads into paying customers faster.
Final Thoughts
Ultimately, every outbound calling campaign has different needs, and manual dialling may not help you achieve your competitive targets faster. An Automatic Dialer for Call Center is commercially and operationally a viable option for call centres. It is an efficient solution to improve agent productivity by increasing talk time and reducing idle time. Ready to choose an advanced auto-dialer to run your outbound campaigns efficiently? Contact CherryBerry UCM to achieve higher operational excellence in your campaigns.
