Ever since call center came into existence, outbound calling has been an essential part of the call center activity. Initially, all the dialing would be done by manual efforts but with the passage of time and increasing demands, call centers sought for a dialer that could immediately dial a lot many numbers without any human effort.
It led to designing a dialer that was well equipped with several features of achieving better results in a lesser investment of time. That’s how auto dialers were introduced to the call centers.
Initially, auto dialers needed lots of manual efforts to complete the dialing process. But with the help of cloud technology, auto dialer became highly refined and result oriented.
Let’s understand auto dialer and its working in depth.
What is an Auto Dialer?
An auto dialer is a tool that automatically dials the uploaded numbers and routes the connected calls to the available agents.
Now, the question is what makes an auto dialer worthwhile in the call center environment.
The answer lies in the several call center metrics that decide its overall productivity, and auto dialer affects these metrics one way or another.
Call center metrics like — Conversion Rate, Abandon Rate, Average Handling Time, Service Level/Response Time.
These metrics are directly related to the efficiency of an auto dialer.
How does an Auto Dialer work?
With the arrival of VoIP, it became easier to make a call from a desktop or any handheld device using the internet. Auto dialer is a software that enables these devices to make outbound calls.
In case of an auto dialer, we can easily select the calling ratio and further customise the calling process according to the number of available agents or the customer base volume.
So, what all things one needs to make an outbound call through an auto dialer. It needs only three things.
- A computer running an auto dialer software
- A good internet connection
- An agent answering the phone.
The installed auto dialer software is uploaded with a customer database, and it picks the numbers out of it, automatically. These lists are usually excel sheets that the user can customise and compartmentalise as per the group of customers.
These leads are uploaded on the auto dialer software, and as per the pre-decided call ratio, the auto dialer dials the numbers.
Here, it is necessary to mention the number of concurrent calls that an auto dialer can make which depends on the bandwidth of the internet connection.
So, depending on the number of available agents, the efficacy of an auto dialer is decided on how easily it connects the available agents to the promising leads.
Auto dialer easily integrates with CRM, and it increases the utility of the auto dialer many folds. In the same way, an auto dialer also integrates with an IVR to make it a complete outbound solution.
How important are Auto Dialers?
The significance of auto dialers has only grown in terms of the benefits it brings for the users.
1. Lead Generation
An auto dialer is one of the best tools that is used for the lead generation. Some companies use auto dialers for cold calling to generate some meaningful leads.
Auto dialers are equally beneficial for B2B and B2C scenario. Every connected call can lead to more enquiries from the customers about their choices and preferences for a product or service.
2. Lead Conversion
Lead conversion depends on the response time for the calls and auto dialer multiplies the possibility with higher lead conversion rate by reaching out to the previously contacted leads again for a further conversation.
3. Sales Acceleration
Auto dialer also helps in sales acceleration because auto dialers integrate with the CRM and they have all the customer information. This information makes the agent’s task much easier to execute a sales process. According to the available information, they clearly understand how they have to put forth the idea of a positive sales pitch.
4. Promotional Activities
An auto dialer is also used successfully to do some promotional activities. In this way, the auto dialer dials the contact numbers of the leads and when the call is connected a recorded file is played to convey to the listener about the benefits of the product and services. It helps in direct marketing of the product or services.
Auto Dialer: An Efficient Outbound Solution
All in all, auto dialer is an efficient solution that fulfills the needs of outbound calls to a large extent. Today, all the businesses are relying on numbers. Higher the contact rates better the customer base.
So, converting a raw lead into a customer needs multiple conversations. The auto dialer can be uploaded with several types of lists of leads such as, ‘never contacted’ or ‘contacted once’ and these lists give a set direction to the outbound campaigns. And, only the well thought over outbound campaigns with a set direction lead to some results.