Manual Dialling vs Auto Dialer Solution: Which is Better & Why?
How Does An Auto Dialer Solution Add Efficiency to Your Outbound Campaigns?
Today, every second counts in the sales process as time is money. Your sales and marketing teams must reach maximum leads to achieve their sales targets. For this, they battle constantly against the clock. The major reason that lowers your agent’s speed and talk time is the idle time between calls during manual dialling. Thankfully, the latest Auto Dialer Solution can make your agents more efficient and productive increasing their talk time by 200-300%. For this reason, the dialling method you choose plays a great role in making your outbound campaign successful. Let’s learn how technological advancements and the integration of AI in the latest dialling solutions have made it a norm in the call centre industry.
What is Manual Dialling in Call Centres?
Over the years, call centre agents have used manual dialers to contact leads and prospects. They dial numbers manually from the provided list one by one. Most small to medium call centres even start their business from traditional dialers and they are still in practice in many areas. Your sales or marketing agent has to wait for the call to connect which can also be wrong, busy or reach voicemail or answering machine. Moreover, manual dialling cannot filter calls therefore it is a less efficient option to manage outbound campaigns.
Understanding Auto Dialer Solution
Now you have guessed that auto dialer is a software that automates the entire dialling process. It is an efficient way to establish connections with leads and customers in outbound call centres. These dialers dial contact numbers from the provided list automatically and connect agents to live calls. It also means these dialers can skip unproductive numbers, busy tones and answering machines. This increases your agent’ talk time and boosts their efficiency. They can spend more time establishing relations with existing customers and converting leads. Hence, your business efficiency, performance and ROI depend on the dialer and its characteristics.
Reasons Why Auto Dialer Software is a Better Option for Call Centres?
1. Support Dialling Process
Manual dialling requires agent efforts to initiate outbound calls. This method gives them control over their sales and marketing campaigns. Conversely, auto-dialers are available in the market in many modes, they support progressive, preview and predictive dialling. Meanwhile, agents can also easily switch between different dialling modes considering the needs of marketing campaigns.
2. Provide Access to Customer Information
Your sales and marketing agents need to access customer information from a computer or paper record in manual dialling. The process also involves extra time and effort for your agent to decide which customers to be contacted first. However, contact numbers are stored in the database of auto dialer software which the system dials automatically in sequence. Your agents can access and preview customer information on their screens before and during calls to manage complex interactions efficiently.
3. Handle Large Call Volume
Modern call centres cannot rely on manual dialers to manage a large number of outbound sales calls. Your agents can hardly handle a high volume of calls by dialling manually. Auto dialers help call centres in managing large-scale sales and marketing campaigns. For instance, predictive dialers can determine when your agent will be free to take the next call lowering the idle time between subsequent calls. In addition, the progressive dialer dials the next number immediately as the agent wraps the previous call.
4. Improves Agent Productivity
Your agent dials all numbers manually and waits for the call to connect with a live person in the manual method. Conversely, cloud-hosted auto-dialers contain voice detection technology to detect answering machines. Thus, the system transfers only live calls to agents and enables them to manage the surge in outgoing calls efficiently. Meanwhile, CRM integration allows viewing of customer information and offering personalised interactions.
Things to Consider While Choosing the Right Dialer for Your Business
1. Size of Sales & Marketing Teams
If your call centre consists of large sales and marketing teams, an Auto Dialer Solution is the best option to enhance efficiency. Likewise, these solutions also allow scaling up or down so you can grow and expand easily. However, manual dialling saves significant costs and ensures more personalised services during sales interaction if you are a startup or have a small sales team.
2. Target Audience
It is important to consider your target market and the level of personalisation needed during sales interactions. For instance, manual dialling is a suitable option if you aim to develop strong business relationships. In the case of a less sensitive target audience to the personal touch that values efficiency and speed, auto-dialling solutions are the best choice.
3. Business Goals
The primary goal of many businesses is to increase efficiency and streamline the sales process. They can achieve their business goals through auto-dialer technology. Similarly, some companies value meaningful customer relationships through personalised services. Manual dialling is suitable for such companies.
4. Budget
Before investing, companies should evaluate their budget and auto-dialer cost. This is because they require higher investment to improve efficiency, productivity and return on investment (ROI). Meanwhile, manual dialers are low-cost solutions.
5. Integration with Other Systems
Integration with manual dialling is difficult but possible. You should go for auto-dialling software that can easily integrate with your existing sales and marketing tools. For instance, CRM integration provides your teams access to updated customer information which they can use to deal with personal touch. It enhances the overall efficiency of your sales and marketing process and makes lead management and performance tracking easier.
Exploring the Sectors Where Cloud-Based Auto Dialers are Doing Wonders
Cloud-based dialers are an efficient way to strengthen the communication between customers and the company. The service-oriented businesses can leverage the potential of this technology to reach the maximum number of customers and automate appointments and reminders. They can convert leads into paying customers through personalised interactions using different dialling modes. Following are the common industries leveraging the power of auto-dialers.
- Travel and Tourism Industry
- Telemarketing Industry
- Banking & Finance Sector
- Debt Collection Agencies
- Insurance Companies
- Automotive Industry
- Healthcare Sector
- Political Parties
- Hospitality Industry
Closing Thoughts
Indeed, the Auto Dialer Solution has transformed how your sales and marketing teams manage interactions with leads and prospects. These solutions enable them to reach maximum prospects increasing the chances to convert through increased talk time and avoiding unproductive numbers. The selection of the right dialling solution is highly critical to making your outbound sales and marketing campaigns successful. Thus, if you are looking for assistance in choosing the right dialer for your business, don’t forget to reach CherryBerry UCM for expert guidance.
How is Auto Dialer System a Top Choice for Your Business Today?
How Can an Auto Dialer System Boost Sales Call Conversion?
While running an outbound calling campaign, your main task is to make the most out of every lead to increase conversion. However, when your sales and marketing teams personally go through a contact list following a manual dialling approach, it becomes challenging to achieve their desired campaign goals due to experiencing busy tones, unproductive numbers, and answering machines. Suppose an advanced tool enables you to reach more leads shortly and optimise your outreach efforts. This is the convenience, and advanced Auto Dialer System offers, empowering companies to increase call connect rates and scale outbound call centre operations at a minimal cost.
What is an Outbound Automated Dialing System?
Auto-dialling systems can be described as software solutions that automate the dialling process of cold sales calls following predefined rules. It also means that your agents don’t have to manually dial or look up phone numbers or source customer information. These systems reduce the need for manual dialling and expedite the dialling process to help your sales and marketing teams make outbound calls more efficiently and boost conversion rate. Your teams can spend more time providing high-quality customer experience and conversions instead of wasting time on these productivity-draining processes. Shortly, the advancements in auto-dialers have made them the cornerstone of modern sales strategies.
Which Type of Outbound Dialer Software Best Suits a Business’s Needs?
Different outbound automated dialers are designed to achieve the same end goal: automating the dialling process. This is why, before selecting an outbound dialer system, it is essential to consider the types of dialling modes to choose the best one that suits your unique business needs.
1. Power Dialers
These dialling systems dial numbers in sequence, if there is no answer, they automatically move to the next number in the list. In addition, when your agent ends a call, the system automatically places the call to the next contact. Moreover, this team makes the outbound calling process easier and faster and your teams can reach more prospects and leads, especially in the finance and real-estate sectors.
2. Preview Dialers
Though these dialers also dial numbers from contact lists sequentially, like power dialers, they also show relevant customer information to agents. This information includes contact name, past interactions or other relevant insight of the caller. It allows agents to prepare for the interactions before connecting to the call. The dialer connects the call only when the agent changes their status to ‘available.’ Agents can also skip calls considering contact information.
3. Predictive Dialers
They are the most intelligent dialling solution to detect voicemails or busy signals through machine learning and artificial intelligence. The system routes only the connected call to available agents, saving them idle time. Call centres can handle high call volume which improves agent productivity. However, the system generates more live calls than available sales reps, so when customers find nobody online, they hang up calls that increase call abandonment rate. They are best for high-volume call centres.
What are the Important Features of the Auto Dialer System?
1. Predictive Dialling
This feature allows sales agents to predict the availability of contact to answer calls based on time zone or historical call data. It reduces idle time between calls and increases agent performance and efficiency.
2. Call Routing
Auto-dialling systems follow predefined criteria like language proficiency, skill set and geographic location to direct calls to the most suitable agent or department. Almost all automated dialers contain call routing features to provide the best possible service to their customers.
3. Answer Machine Detection
Busy tones, unproductive numbers and answering machine detection enhance agent performance by delivering more live callers. This feature can identify voicemails and live people. Thus, it connects agents only to those calls attended by humans that boost call connect rates.
4. List & Lead Management
Call centres can set rules to reach leads and prospects effectively. For instance, many auto-dialling solutions allow filtering the most qualified leads and automating follow-ups with prospects. Likewise, if your outbound campaign goals have been achieved, the system will skip these numbers.
5. CRM Integration
Outbound dialers can give your sales reps access to important customer data and call history when integrated with CRM. Additionally, they can use this data to manage complex interactions skillfully and offer more personalised service.
6. Callback Scheduling
Sometimes, your sales reps cannot connect with a customer on the first attempt, and they have to contact the person again to complete their telemarketing campaign. Your teams can reconnect callers using callback features available in cloud-hosted dialers to enhance telemarketing efforts.
7. Call Whispering
Administration and supervisors can listen to live conversations between agents and prospects. They can whisper during calls to guide agents to make complex interactions successful without knowing callers.
Top Advantages of Auto Dialers for Your Business
1. Improves Agent Performance & Efficiency
Every second matters in successful call centres. Auto dialers save your agent time, allowing them to reach maximum prospects and lead to close more deals. Moreover, they connect sales reps with potential leads on live calls much faster after filtering out unproductive numbers and busy signals. Consequently, it increases your sales and marketing teams’ efficiency by reducing time spent on manual dialling and experiencing no-response numbers.
2. Increases Response Rate & Conversions
Automation of the dialling process enables your sales representatives to reach maximum leads in a short time. As the Auto Dialer System automatically filters out unproductive numbers, answering machines, and voicemails, it connects the live person to agents, increasing the conversion rate and response time. Call centres can also automate callbacks based on customer preferences to increase response rates. This way, your sales reps can focus on more promising opportunities.
3. Allow Efficient Campaign Management
Companies can manage contact lists and formulate campaign strategies more effectively with outbound dialers. They can segment contact lists based on demographics, preferences or behaviour and automate their campaign workflow. As a result, your sales and marketing teams can focus on core aspects of business or converting prospects into paying customers.
4. Enhances Customer Engagement
Automated dialers enable agents to spend more time convincing and building relationships with leads and prospects. Call recording and CRM integration encourage personalised interactions and improve the quality of customer service. It further increases customer satisfaction levels and retention rates.
5. Increases Operational Efficiency
Automation of dialling processes reduces the likelihood of human errors and ensures precise call centre operation management. Meanwhile, these dialling solutions are highly flexible and scalable and support expansion and growth.
Wrapping Up
By now, it is no more surprising why modern businesses value auto-dialers so highly. The main goal of outbound calling campaigns is to increase conversions and keep existing customers engaged. An Auto Dialer System can help your sales, support and marketing teams reach their outbound campaign goals efficiently through automated solutions. However, more than having a dialling system for outbound calling is required. You need to invest in the best dialling software to get the most out of your efforts. Contact CherryBerry UCM professionals for expert assistance to boost conversion and sales.
Advantages of Auto Dialer System For Your Business
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.
Final Remarks
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.
