What is an Automatic Dialer for Call Center?
Do you ever think about how call center agents handle hundreds of incoming and outgoing calls in a day without losing their focus? Well, the management of inbound and especially outbound calls is a hectic task but Automatic Dialer for Call Center has made it easy. There was a time when call center agents had to dial a long list of numbers manually, which was a time-consuming task and left agents frustrated. Today, technological advancements have changed the way call centers manages their outbound campaigns. Auto dialers can dial phone numbers automatically and when a customer answers the call, the dialer moves the call to IVR or an agent. These dialers can detect busy signals and voicemails therefore they streamline various time-consuming aspects of outbound calling. Many VoIP and call center providers offer this technology built into cloud solutions that companies can access through browsers, apps or softphones.
What are Common Dialing Modes?
There are different types of auto dialers available to choose from like power dialers, predictive dialers, preview dialers and progressive dialers. Businesses should choose an auto dialer for their outbound campaigns that can particularly manage their unique outbound calling needs.
1. Predictive Dialers
Through a machine-learning algorithm, it can determine when to dial a call automatically and how many numbers need to be dialed in one go. The AI algorithm predicts this information after determining the availability of agents, duration of calls, likelihood of call connecting etc. The use of these dialers is common in telemarketing, debt recovery, consumer research and follow-up of customer service.
2. Power Dialers
These dialers allow live agents to call their customers in a sequence following a list of phone numbers. Although predictive dialers initiate automated calls at once after determining the agent’s availability, power dialers place the next call after the previous call ends. These dialers reduce the likelihood of connecting calls early when the agent is still busy with the previous calls. They give agents options to hang up or leave a voicemail.
3. Progressive Dialers
They go through your customer database one at a time and only dial the next number after determining the agent’s availability. This functionality reduces the risk of losing customers on the line due to non-availability of agents. Companies looking to manage market research and customer service usually prefer progressive dialers for more focused customer interaction.
4. Preview Dialers
These dialers enable agents and sales teams to get a dashboard preview of the contact information and history of previous interactions with the company. This way, your agent can easily manage complex interactions efficiently and offer personalized communication.
Benefits of Auto Dialer Technology for Your Business
1. Improves Connection, Dial & Contact Rate
These are three important KPIs to determine the overall call volume of an outbound call center. The call rate offers insight into your agent and call centers efficiency. Meanwhile, the ratio of calls your agent answers indicates the time of the day in which call centers can reach particular customers. Auto dialers efficiently improve your dial, contact and connection rate.
2. Enhance Call center Efficiency
Automatic Dialer for Call Center increases the call center’s efficiency and communication with customers through call distribution. It saves your agent and supervisor time by automatically dialing numbers. They can also allow the administration to get the data of call center metrics like the number of calls made and completed, live call recordings, contact rate and more. They can use this information to analyze agent and call center performance as well as the outcomes of outbound campaigns.
3. Increases Lead Conversion & Agent Productivity
As outbound agents neither have to dial phone numbers manually nor deal with busy tones, this frees up your agent time and makes them more productive. Moreover, call centers can integrate CRM systems with a preview dialer to keep their agents well-informed about particular lead information. This way, agents can provide personalized interactions and also expedite lead generation processes.
Final Thoughts
An Automatic Dialer for Call Center enhances the productivity of your call center and agents allowing them to stay in touch with their leads seamlessly. You should choose the dialer that enhances the efficiency of your outbound calling campaigns. If you are looking for a trustworthy service provider to streamline the process of your outbound calling campaigns, contact Cherry Berry UCM.
