A dialer is an application that automates the process of dialing numbers in a call center. Unlike manual dialing, it auto dials the phone numbers pertaining to a selected list of contacts on behalf of the agents. Once a call is answered, the call center dialer, also known as an auto dialer connects the customer to either an IVR or to a live call center representative, thereby increasing call connect ratio and agent talk time.
Research has shown that a dialer can increase call center agent talk time by 300%.
A right dialer software is much more than just an automatic dialing solution, as it brings intelligence and analytical insights to the outbound calling process to enhance call center efficiency and improve agent productivity
Call centers are not just for providing reactive customer service, but are also increasingly used for generating revenue for the business. Outbound call centers include various operations like-
In today’s digital times, businesses are exploring various digital channels as well to generate leads, and these web leads are then reached out via phone for further qualification, nurturing and closure. Lead response time is a crucial factor in determining the lead conversion rate.
Up-selling and cross-selling to existing customers have higher chances of conversion and revenue generation. An effective call center dialer system that gives you a context of customer’s previous purchase history and conversations will help to drive better engagement.
Every business needs to promote their offerings to existing and prospective customers for better Sales. And also for improving their products and services, they need feedback from their customer base. A robust call center dialer helps to reach out to a vast customer base efficiently and quickly.
Secondly, for outbound call centers, the productivity majorly depends on the number of connected calls and agent talk time per day. However, due to various constraints like call waiting, unanswered calls, dialing non-serviceable numbers, or calls landing on voicemails can hamper the productivity of a contact center to an alarming level.
To overcome these constraints, call center dialers are installed for automating the dialing process to accelerate operational efficiency by increasing talk time per hour.
A predictive dialer is an auto dialer system that automatically dials numbers from a contact list and as soon as the call connects, the dialer routes them to an available agent to take the interaction forward. Predictive dialer saves agent’s time by screening busy signals, voicemails, unanswered calls and disconnected numbers. As the name suggests, predictive dialer has an inbuilt algorithm to predict when the next call should be placed, as it analyzes when agents will be free to take the next call based on historical call-pattern and then dial numbers on the agent's behalf.
Predictive dialing employs a dialing engine based on an algorithm that kicks off automatic outbound calls for a specific campaign in the background for call center agents before connecting the live calls to the agents.
Predictive dialing process can be broken down into following simple steps:
Why Call Centers Need a Predictive Dialer?
Predictive dialers are routinely used call centers processes like telemarketing, market research, debt collection, and customer service follow-ups. In addition, some outbound call centers also use predictive dialers for lead qualification to maximize the amount of time they can spend on the phone with leads during outbound sales prospecting. Few important benefits of predictive dialing can be listed as below:
Progressive dialer also known as power dialer is a type of call center dialer where the agent is already active on the line before a call is dialed. The agent initiates the calling session and when a call is connected, he answers the call. Since the agent is already live in this dialing scenario, there is no need for routing the calls. In case of progressive dialing, there is hardly any possibility of call abandonment unlike predictive dialer as the dialer dials one number at a time and agent is always available on the line to answer the connected calls.
In the progressive dialing mode, the dialer dials a pre-selected list of numbers in a sequential order, one after the other with a live agent already available on the line.
Progressive dialing process can be broken down into following simple steps:
Progressive dialers work better for call centers with less number of agents working on a high quality leads. It is highly productive for B2B organizations working on higher value leads that require outbound agents to apply their sales outreach skills to navigate through gatekeepers to talk to the right party contact. Following are the top benefits of using progressive dialing in a call center:
|Parameter||Predictive Dialer||Progressive Dialer|
|Size of Call Center||Preferred for mid to large size contact centers with more number of agents||Suitable for small call centers with less than 15 agents|
|Business Type||Mostly used for B2C calling processes||Mostly used for B2B calling processes|
|Ease of Use||It is a complex auto dialer as it requires to set a dialing algorithm and intelligent routing to make it a success||It is easy to use and gives a complete control to the agent. No call routing is needed as the agent is available before the call connects|
|Calls Frequency||It simultaneously dials multiple calls via different lines depending on average call time and number of agents||The number of calls depends on the call receiving capability of the agents|
|Quality of Connection||High call abandonmenet rate||Minimum call abandonment rate|
Preview dialer is the type of auto dialer which empowers the agents by giving them a quick information update about the next contact which allows them to prepare before placing the call. As a result, this call center dialer connects the agent first before connecting the call to the customer. Secondly, a preview dialer allows calling flexibility to the agent by providing the option to skip any contact from the list and move to the next contact. This call center dialer is ideal to meet the challenges of complex sales process that need higher quality sales touchpoints.
Preview dialing is the most convenient and easy to use outbound dialing mode. This contact center dialer automatically proposes the next call to be dialed based on campaign settings and provides the agent an opportunity to prepare before placing the call along with the option to skip and go to the next contact. Preview dialing process can be broken down into following simple steps:
Preview dialer is best fit for call centers with complex sales process which require pre-research for calls to increase the conversion ratio. Mostly complex B2B inside sales processes with high value prefer preview dialing mode. Some important benefits of using a preview dialer in call centers can be listed as below:
Outbound contact center teams engaged in manual dialing usually end up having approximately 10-15 minutes agent talk time per hour as their major time is wasted in unproductive tasks like manually dialing the contact numbers and disposing off calls, coming across busy tones, answering machines, and disconnected calls. An auto dialer software is operationally and commercially viable for a call center as it boosts the agent productivity by 200-300% by reducing idle time and proportionately increasing the talk time per hour.
Major benefits of a call center dialer over manual dialing are :
Implementing an auto dialer software means No More Manual Dialing thus, eliminating the various call center deterrents like misdialing, excessive wait time and call drops, affecting the operational efficiency. Automating the dialing process ensures only answered calls are routed to the agents, as automated call center dialers can detect the busy signals, voicemails, and non-serviceable numbers, thereby increasing the call connect ratio remarkably. More connected calls
With manual dialing, the agent idle time is on a higher side as agents are bound to wait longer for calls to connect. For every call, an agent wastes time in listening busy tones, answering machines and facing disconnected calls. The auto dialer technology enables the dialer system to recognize these elements and skip the call if any of these time-wasting blockers are identified. Automatic call center dialer ensures only answered calls
One of the most crucial benefit of an auto dialer system is the significant increase in agent talk time as compared to a manual dialing scenario. When the unnecessary idle time time is eliminated and call connects go up, agents spend more time talking to the prospects and customers on call. Agent talk time will increase variably from around 15-20 minutes per hour to 40-50 minutes per hour. This will eventually result in better customer engagement and high agent morale and productivity.
When an automated call center dialer system is implemented for complex sales process involving high-value leads, it brings agility to the outbound calling process. Auto dialers that provide the quick preview of contact details before dialing the call, helps agent to prepare before a call is connected. Also, with prior information at the agent’s disposal, he/she can drive personalized conversation, which helps to engage the prospect and increases the chances of lead conversion significantly.
Call center dialer software helps to give real-time insights into call center operations and agent activities through customizable dashboards. Real-time dashboards and reports improve decision-making ability of both, call center manager and agents by identifying the problems at the earliest. Call recordings also help managers to monitor agents’ performance and ensure call quality. Dashboards help to track and measure key call center metrics on daily basis for higher operational efficiency.
Before investing in a dialer system to automate dialing process in your contact center, it is critical to understand which type of call center dialer is a right-fit for your business. Each business is unique and has different requirement and constraints, therefore you must evaluate your business requirement on the basis of following factors before putting in money in any call center dialing system.
Ameyo call center dialer technology includes voice recording, quality monitoring, reporting, answering machine detection, multiple campaign, and lead management. It is designed to increase your outbound contact center productivity by completely automating the dialing processes.
With the click-to-dial functionality, agents can dial all those contacts whose details already exist in the CRM without manually punching the number in the dialer. This eliminates any instances of error and improves efficiency as agents can dial out more numbers at a given time.
PPD is designed to execute targetted outbound campaigns It works well where each segment needs pre-defined call management parameters to deliver a personalized dialing campaign. PPD sconsolidates diverse dialing campaigns based on process requirement while doing parallel prediction.
With Ameyo call center dialer, multiple campaigns can be created, modified, and deleted easily from a single unified window. Campaigns can easily be managed for exclusions, like implementing DNC for voice processes only in specific campaigns
This feature allows agents to schedule a call back that is verbally agreed upon by the caller and the customer during an earlier interaction. The feature can be customized and the dialer gives the flexibility to connect designated agents for selected calls.
Supervisors have access to individual agent performance dashboard. From this, the supervisor can check call status and other key performance metrics. Real-time dashboards leads to monitor agent productivity for high efficiency.
Ameyo Dialer along with the additional call center features like IVR, ACD, CTI, and helpdesk, among other key functionalities help contact centers in optimizing operations and costs. Ameyo call center software helps organizations to redefine their business and deliver impeccable customer experience.
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