Importance of Auto Dialers for Call Centers
Whether working in sales, marketing or customer service departments, call centre agents are considered the frontline soldiers in many industries. Their performance directly impacts your service quality, business productivity and overall growth. They are expected to prepare a list of numbers to call and dial them. Sometimes, the call connects at the first attempt, mostly they have to listen to busy tones, leave voicemails or experience disconnected calls, even several times. It could be more productive and easier for your agents if these mundane tasks are already done. Don’t stress out about hiring extra staff, just leave this manual work on Auto Dialers.
What are Auto Dialers?
Auto dialers bring efficiency in all aspects of outbound calling from dialling to screen out unproductive calls like disconnected calls, answering machines and busy signals. This system automates the dialling process to help your sales and marketing agents. Upon connecting with the right person, the system automatically plays an IVR or transfers the call to the most available agents. Moreover, outbound calls are the best choice to manage large outbound campaigns. Likewise, using an auto-dialer for outbound calling eliminates the need to manually dial each number from the contact list, increasing efficiency. Additionally, it automatically keeps calling the numbers from the list in sequence without manual intervention.
How Does Auto Dialing System Work?
The cost of a simple auto dialling system is economical while it is also effortless to install. You need four things to set up a basic system: a voice modem, software and headset. The main use of a voice modem is to record or play audio on a phone line while a desktop computer can facilitate two to four internal modem cards with each connected to one phone line. It also means that if you have more modems, your computer can be used to make more phone calls at once. Additionally, auto-dialling systems are also connected to VoIP or PSTN.
How Voice Detection Technology Improves Efficiency?
The voice detection feature in this software can detect human voices or answering machines. When the system places a call and it is picked up within 25 seconds or four rings, the chances of encountering an answering machine are higher. Upon connecting, the software analyses the first spoken word. For instance, when a human answers the call, the initial response contains short words followed by a break. The software transfers the call to the available agent or plays a pre-recorded message. Meanwhile, when it detects the unproductive numbers, the system automatically skips such elements and moves on to the next call saving your agent’s idle time.
How is an Auto Dialing System Beneficial For Your Business?
1. Time-Saving Solution
Every minute matters in business today as time is money. Outbound campaigns are time-bound but manual dialling takes time while unattended calls also waste your agent’s time. Auto-dialling systems automate the entire dialling process from a predefined list and do not connect unattended calls (answering machines, busy tones or unserviceable numbers) to the agents. Moreover, the system automatically detects the available agent during peak hours reducing missed calls.
2. Increases Agent Talk Time
Another benefit of auto-dialling software is reducing idle time. When a customer answers a call, the system connects it to the available sales rep. Meanwhile, with an automated dialling process, they can invest their time and energy in converting more leads into loyal customers. This ultimately increases productivity and they can get maximum business benefits.
3. Facilitate Better Lead Conversions
Auto dialling systems understand the role of time in communicating your brand message allowing you to change the time of messages based on recipient working hours, time zones and availability. When customers receive the message at the right time, they can better think about your products and services.
4. Allow Running Multiple Marketing Campaigns
Companies can run multiple marketing campaigns and monitor individual campaigns with auto-dialers. They can easily track the number of missed, attended and ignored calls. This information allows you to make better decisions about your outbound calling campaigns.
5. Promote Real-Time Monitoring
These systems not only track sales and marketing campaigns but also monitor live calls. They record outbound calls allowing companies to view the record to measure your agent’s performance. Moreover, business administration can understand their customer needs and identify improvement or coaching needs. New agents can use this data to understand the nature of their jobs.
Which Dialing Mode is Best For Your Teams?
Different auto-dialling systems help you achieve different outbound campaign tasks from improving lead conversion rates to agent productivity. Here are a few common auto-dialling modes available:
1. Preview Dialer
They provide the data of the next lead or customer in the outbound calling list before dialling the number. Once your sales or marketing agents end a previous call, they can check the customer or lead detail to decide whether to contact or skip this number. This way your agents have enough time to prepare for the interaction and ensure conversion with personalised conversation. Moreover, it is incredibly useful for your teams to deal with sensitive cases regularly.
2. Voice Broadcasting
Using this dialer, companies can deliver pre-recorded voice messages to multiple recipients just in one go. They can utilise this dialer for customer surveys, emergency notifications and reminders. Likewise, service-oriented businesses like banks can inform customers about downtime or automate payment reminder processes.
3. Progressive Dialer
It works like a preview dialer by providing agents access to customer information before each call. Besides automating the dialling process, the progressive dialer automatically dials the next number in the list once the previous call ends. However, agents can’t skip any call while utilising progressive dialling mode. Still, the system detects and filters unproductive numbers and moves on to the next number.
4. Predictive Dialer
Investing in a predictive dialling system is a great choice to take your agent’s efficiency to a new level. It dials several calls at once but don’t worry your agent doesn’t have to handle more than one call. This is because it can predict the agent’s availability for the next call. However, it does not give agents time to read customer information so it may not be suitable for complex calls.
Wrapping Up
Dialling numbers manually is tiring, stressful and time-consuming. Suppose a solution that weeds out answering machines, busy signals or invalid numbers without disturbing agents and connects only answered calls to the agents. Sounds great? Auto Dialers allow agents to invest their efforts in making campaigns successful instead of waiting idly for connecting calls. Need a reliable auto-dialling system for your call centre? Don’t forget to contact CherryBerry UCM for expert assistance.
