Auto dialers are one of the best ways for call centers to fully utilize their sales, support and marketing teams. They are used in areas of lead generation and customer retention, allowing call centers to improve their revenues while lowering operating costs by decreasing the time it takes for a job to be done.
But to avail of the numerous benefits of an auto dialer it is necessary to choose the right one. In fact, selecting the right auto dialer for your organization can be the difference between a successful business and the one that fails.
For every business, depending on the target audiences, or product types or lead source, there are different kinds of call center dialers. You can select a dialer on the basis of the mentioned criteria.
Mixing the various type of available dialers can have a disastrous effect on your business. But finding an auto caller that suits your organization’s requirement can double or even triple the efficiency of your call center.
The blog will look at various types of auto dialers that are available, as well as the things to look at when opting for one for your call center.
What is an Auto Dialer?
It is a software that automatically dials telephone numbers that are fed into it, on behalf of agents. It can also be programmed to leave recorded messages. As technology advances, it has become more sophisticated and with new features for the aid of the agents.
At present, different types of auto dialers are available; below is a look at each of these dialers:
This auto dialer automatically dials a phone number and routes the connected calls to the agents. The predictive dialer utilizes an algorithm, to make an outbound call at the right time. This helps in not only increasing the agent’s talk time but also reducing the drop rate.
The algorithm also factors in the time spent by an agent on call and the number of calls that won’t connect. It then starts dialing numbers so as to get a call connected by the time agent finishes the previous call.
All this makes predictive dialer a fast and efficient way to reach customers without spending too much idle time and makes it an excellent option for a call center that is into sales, telemarketing or political campaigns.
A progressive dialer is very similar to the predictive dialer, but unlike it, progressive dialer dials a number only when an agent is available to take the call. Once a call is connected, it routes the same to the agents and stops dialing till the agent has disconnected the call and is ready to take the next call.
Preview dialer allows the agent to preview the customer’s details before placing the call. This ensures that the agent is fully prepared to engage the customer. The agents have the option to skip the records that need not be dialed.
Preview dialer is the best for contact centers that make calls involving complex sales. Before the number is dialed, the dialer gives the necessary information to the agents, helping them prepare for the call and increase the chances of sales or a positive outcome.
Tips to Select the Right Dialer for Your Call Center
Below are some tips to help choose the perfect auto dialer for your call center:
1. Size of Organization
If you are running a business with several agents, you should opt for a predictive dialer, as you would have lot of people to reach out to and your agents will be able to maximize their reach with the dialer. The dialer will guarantee efficiency as it will ensure that no agent remains idle for too long.
But if you are running a small or medium business, and mainly dealing with high-quality leads, you can opt for a preview dialer. It helps the agents maximize the chances of sales with every call they make.
2. Features That You Need
One of the best ways to choose a dialer is to decide on the functions that you want. It helps you choose the right outbound dialer for your call center. Make a list of all the features of auto dialer software that you need, and you will be able to select the dialer that best fits your call center requirement.
For example, if you need a dialer with speech recognition, IVR and campaign management along with the ability to preview the customer’s information, you can go for a preview dialer.
3. Objectives of Calls
Another critical point that you should consider while selecting an auto dialer is the nature of the calls. If the calls are being made to clients of high value and you can’t afford to drop any calls, then you should opt for progressive dialer, as it only starts dialing a number once the agent is available to take them.
If your call center makes cold calls, or sales calls or is involved in telemarketing, you should opt for a predictive dialer, as it estimates the percentage of call that will be unsuccessful and over dials to compensate for it and connect the live calls to the agent as soon as the call connects.
4. Understanding Your Audience Base
To be able to select the right auto dialer for your call center, you will need to understand your target audience. For example, does your business has a large customer base or a small one? Are all customers from a single country or are spread across the globe?
If you have happened to have a large customer base, a predictive dialer would be the best. Asking such questions will help find the perfect auto dialer for your call center.
5. Easy Integration With CRM
Easy integration with the CRM is another critical feature that you should look for in an auto dialer. Customer’s contact data is stored in CRM, and the auto dialer should provide quick and straightforward access to the said data through a single interface.
An auto dialer integrated with CRM will show the critical but brief details about the customer on the agent’s screen. The agent will be able to see data related to the client’s profile, past tickets, etc. in a single place. This would help drive a better conversation with the customer.
Remember, getting the right auto dialer for your call center is extremely critical for your organization. It can help your business grow at an unprecedented rate and keep it a step ahead of your competitors. Just keep in mind the above-mentioned tips to find the right dialer that suits your organization’s needs.
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