Great Place to Work - Certified

How Intelligent Is Your Call Center Auto Dialer?


An intelligent dialer will determine which agent is free and route calls to them based on algorithms, which will boost productivity.

In a contact center, call center auto dialer has proved to be the lifesaver to the redundant manual process of dialing. The benefits range beyond just saving time. It is a cycle of saving time → more calls → more sales → productivity boost → more customers → more service → expansion of business → profits!

The call dialer has most impacted the way agents call customers and the time they take for their interactions. An intelligent automatic dialer or a Predictive Dialer software will run on algorithms that predict, analyze, and constantly innovate based on changing business requirements to deliver a large call volume consistently. The software might seem complex, but the beauty lies in the simplicity of its results: more revenue.

This is where contact centers have to be smart. Business heads have to ensure that the solution they chose not only offers them the best call rates, but it should also have an easy-to-use interface and should enable the generation of reports based on analysis from the software. After all, the analysis from the software will help modify business goals to achieve the best results in both long- and short-term. Supervisors will need to determine how the agents are performing, their average call time and number of calls, and the outcome of each call.

The requirements from an auto dialer therefore, are enormous. And contact centers should rightly expect them to outperform each time so that the business breaks even and succeeds. A proactive dialer would help define, configure, and automate business-specific processes. The solution can help management configure smarter contact strategies based on various parameters including customer segment and interaction history.

So what should a proactive intelligent dialer do?

  • Reduce call drops: This is because the call strategy adopted would be based on pre-defined parameters rather than random calls from a call list.

  • Optimize the agents’ productive time: The solution would ensure that the agent is talking to a prospective customer first instead of trying to establish a new contact.

  • Maximize the customer connects: A pro-active dialer should help reduce telecom costs and thus, enable overall increase in end productivity.

  • Deliver significant increase: The smarter the algorithm, the more number of connects, and more number of potential sales.

  • Establish an intelligent contact strategy: Parameters based on customer profiling would significantly help agents determine past patterns and help predict future purchases. This way, contact centers not only connect better to their customers but also achieve significant reduction in nuisance calls to important customers.

  • Achieve the ultimate goal: Deliver the best customer experience.


Interesting Insights