What is an Auto Dialer System?
No matter how well your call center is doing, your agents still have to manage the high volume of incoming and outgoing calls regularly, especially the management of outbound calls, which is a challenging feat. Your agents can ensure the provision of quality services to meet customers’ needs with the Auto Dialer System. Through outbound dialer software, your agents can automatically dial several phone numbers in less time eliminating the need to dial numbers manually. When any customer answers the call, they are automatically connected to a pre-recorded message or live agent. This technology reduces cold transfers, saves agent time and also improves call center productivity and ROI. Let’s learn about different types of auto-dialing modes for call centers.
Types & Significance of Auto Dialing Systems
Typically, call centers use three types of auto dialers for outbound calling. This technology manages outbound calling processes efficiently, especially capturing valuable leads.
1. Predictive Dialer
This dialer can predict the time when an agent will end the call and dial the number accordingly. It places calls at the right time to the right person which increases the call connection rates. Predictive dialers use an algorithm to calculate call-ending time and can detect busy tones, voicemails, unanswered calls and out-of-service numbers.
2. Power Dialer
It is also known as a progressive dialer and places outbound calls to the customers when agents signal that they are ready to manage the next call. This facility eliminates the likelihood of making silent calls to the leads and prospects. Predictive dialers allow agents to connect with a maximum number of prospects while power dialers ensure agents’ availability before placing calls.
3. Preview Dialer
It provides caller information to the agents through integrated CRM. In this way, they can get an idea of what to expect from the call. When an agent is ready, preview dialers initiate the call to the customers and allow personalized communication. This type of dialer is highly efficient in managing complex sales interactions.
A Quick Comparison of How These Dialers Are Different & Beneficial
When it comes to the dialing mechanism, power dialers have the capability to automatically dial numbers in the list one after the other while preview dialers only dial when agents indicate their availability after viewing customer details. Likewise, predictive dialers are suitable for businesses that have to manage a high volume of calls regularly like finance, travel and insurance. Meanwhile, power dialers are considered best for companies that have to operate low call volume and high lead lists. Healthcare, real estate and luxury sales sectors usually have to deal with high-volume calls and leads lists so the preview dialer can streamline workflow in these sectors. In terms of function, power dialers automatically dial calls after a predefined duration while preview dialers only dial when agents click on the call button.
What are the Top Benefits of an Auto Dialing System?
1. Allow Contact List Management & CRM Integration
Through the auto-dialer system, call centers can seamlessly import their contact numbers from spreadsheets or databases. Moreover, they can also integrate their existing CRM system with cloud-based auto dialers to improve efficiency. You can also make your agents more productive by making the customer details available before and during the calls.
2. Saves Your Agent Time
This feature of auto-dialers helps to detect answering machines during calls. It ensures that the answering machines automatically skip and connect the call center agents with real humans. It saves your agents time and enhances their efficiency. These dialers can also forward and distribute calls to the most relevant agents. Call center administration can record calls for quality assurance purposes.
3. Enhances Agent Efficiency
IVR features automate your inbound calls and allow companies to interact with their customers through pre-recorded messages without talking to agents. Your customers can interact with IVR systems through phone touchpads while the technology can also route their calls to relevant agents for further assistance. This allows your agents to focus only on relevant calls and let the automation deal with the rest.
Speed up your outbound dialling process and enhance your agent productivity through the Auto Dialer System. The latest cloud-hosted auto-dialling systems empower companies to easily reach potential leads and improve sales. Contact Cherry UCM today to manage your outbound calls and campaigns efficiently.