For every 18 calls, only 1 call is connected to the potential buyer. Picture this in a call center where all your agents’ productivity is at stake against the numbers dialed each day.
For a business that depends on customer interactions, each minute of the day is important!
Automation is the key to get better connect rates and you cannot wish for more when your agents’ productivity increases from 120% to 300% with a dialer software for outbound call center. Let your call center dialer system predict, analyze, and innovate your business process with its intelligence and see the result for yourself. An auto-dialer has the capacity to dial multiple numbers simultaneously and with its intelligence, it connects the call with available agents once the customer’s leg gets connected.
Dialer software for outbound call centers does not limit to increasing the connect rates, it brings intelligence and analytics to make the supervisor’s life easy.
It may help your business by providing the significant virtues mentioned below.
- Reduced call drops
- Increased agent’s productivity
- Maximized call connects
- DNC Management
- Improved conversion rate
- Defined pacing algorithm
With dialer software, supervisors can get comprehensive reports and get meaningful insights to strategize their calling process. With the numbers highlighted on the wallboard, agents feel motivated to work even more efficiently.
Types of Call Center Dialer for you to choose from
Preview Dialer for HNI Customers
In preview dialing mode, agents get the flexibility to get customer’s information before the call is connected. This allows them to be prepared for a customized solution for the customer.
Customers like it when they are valued for their time and agents can deliver meaningful and contextual conversations when they know about customer’s expectations. This dialer also allows agents to select which contact to call with an option to skip contacts.
Predictive Dialer for Better Connect Rates
With its smart functionalities, predictive dialer system dials the numbers using historical statistics and intelligence to calculate agent availability. Thus, based on past trends, the solution will know exactly how many dialing attempts and how much time is required to reach a live contact.
Answering Machine Detection (AMD) detects the busy tone, call waiting, call answered and the call is connected to an agent only when the call is answered by a live human. This reduces the agent’s idle time and increases their productivity.
Progressive Dialer for Productive Interactions
This is a very customer friendly dialer that only makes calls when the agents are available to handle the interactions, eliminating the possibility of abandoned calls. This dialer is ideally for existing customers to whom you can dial out for renewal of a subscription or up-sell a product.
This dialer does not make as many calls as predictive dialer but it ensures that customers are not dialed when the agent is not available.
What do you need to know before choosing a call center dialer?
Make a checklist for your business before investing your capital and settling up for a dialer software. Since every business has a unique process, evaluating the right dialer could be difficult if you do not consider the following factors.
Call Center Process
Now that you know you need to automate your dialing process, you need to define your call center process before setting up a dialer.
Preview dialer is the right option for businesses with low call volume but high-quality leads, allowing agents to know the customer before the call gets connected. A pop-up display on the agent’s screen with the customer’s information before the call is initiated, making the agent well informed for the call.
If your business has a high call volume trend, queuing up the next call in the time the previous call is wrapped up increases the chances of better connect rates and improved conversion to land you a high range of customers.
Customers or Prospects
Of course, you do not want to lose on your potential customers with the wrong call center dialer systems. For a high-value prospect, it is important for agents to be prepared for customer’s requirements and cold calling would not solve the purpose here. A preview dialer that lets agents be prepared with a customized solution for each customer works wonders for businesses.
For B2B businesses, each lead counts and a higher call abandoned ratio would take a toll on your business losing important customers. For such businesses, the first interaction with the customers has to be sophisticated to move the leads into sales funnel. Progressive dialers eliminate the possibility of call abandonment and agents can focus on their pitch to qualify such leads.
What kind of calls are you making? Do agents need to know the customer’s history before a call is initiated?
If you are using a new list for cold leads, predictive dialer works the best because agents would not need the prior history of the customers and predictive dialer, with its capabilities, connects with agents when the customer is there on the live call.
But in case, if you have a list of HNI customers, you’d like your agents to drive contextual conversation and a preview dialer is an answer for you. Agents will already know the customer’s history and can customize their service or pitch so that no lead goes wasted.
With a powerful call center dialer, your agents’ talk time increases from 15-20 minutes to 45-50 minutes in an hour, thus producing better customer engagement and improved ROI.
Now that you know which dialer fits the best to your business-specific needs, you may also evaluate additional features like CRM integration, IVR capabilities for smooth scaling of your business.