ASDialer | The Benefits of Call Center Dialers

 

You may have considered integrating auto-dialing technology to improve the performance and efficiency of your agents, but it is a significant investment. However, it is a considerable investment. How do you determine which autodialer best meets your needs?

There are three main types of telephone dialers: manual, automatic, and predictive. However, managers should not just guess which dialing system is best. In the following sections, we describe the functions of each of these systems.

As the name implies, manual dialing involves an agent sitting at the phone and manually dialing all the numbers in a list. It is time-consuming and expensive but similar to what is currently done.

Autodialing is software that automatically dials the numbers in a list. If there is an answer, the call is transferred to an agent. The message is played if there is no answer and an answering machine or voice mail is available. It saves time and money.

Outbound calling campaigns allow contact centers to build a loyal and satisfied customer base and increase the company's revenue. Therefore, the Auto Dialer system must be tailored to the market segments and business objectives.

Why are Auto Dialers Important for Contact Centers?

If you want to succeed in today's contact center environment, you need a system that meets the needs of your employees to maximize contact center efficiency and maintain agent productivity.

You can grow your business and make more money with the right contact center system.

How Does it Work?

A call management system can increase agent productivity, optimize your team by automating manual tasks and maximize the time agents spend answering calls. In short, it increases the value of every minute spent answering calls and improves the return on investment.

It is beneficial if you want to achieve the following goals.

Call productivity: Automatic dialing systems in a call center can significantly improve call efficiency. Since the call center immediately moves on to the next customer, it no longer wastes time waiting for the customer to answer. As a result, it can make more calls and serve more customers per hour.

Customer Satisfaction: Agents can provide better service and a better experience by talking to customers more than waiting for them to answer. Customers are happier when they talk to an agent who understands their needs and takes the time to speak to them.

More revenue: satisfied customers mean more repeat business and more revenue for your company. With a call center program, the return on investment will be there before you know it.

Outbound calling systems are essential for contact centers that manage outbound calling campaigns to build customer loyalty, gather information and promote sales. These systems typically have four call modes.

 

1.      Preview

2.      progressive

3.      Intensive and

4.      Predictive

5.      Pre-call

Preview Dialer

The preview dialer detects when an agent is present with a form containing all the information from the CRM file or databases.

Benefits of Pre-Call in Contact Centers

Increased Sales: Pre-connections give your company a powerful tool to increase sales. Agents know the customer's situation and can answer all questions and objections from potential buyers.

Automatic Call Recording: After a call, agents can record notes and other important information about the conversation with the customer in a particular field. Contact center managers can view these notes for new agents' quality control and training purposes.

Staggered Intake:In this system, callers are located in the contact database and transferred to the appropriate agent. Before answering the call, the agent listens to the signal and ensures that an agent on the other end of the line can answer the call. The agent can also check the details of the current call. Missed calls, fax numbers, voice messages, and busy signals are disconnected after a certain period. Progressive Dialer reduces agent workload and improves call-handling efficiency.

Progressive Dialer 

The progressive dialer is an auto dialer widely used in outbound call centers. Advanced dialing technique automates making outbound phone calls easy, so call center agents don’t need to dial every number from the contact list manually.

Benefits of Progressive Dialing

Call Automation: Unlike preview mode, progressive dialing does not display contact information. If an agent is available, the system sends a form for the agent to review before initiating the dialogue. The answering machine recognition feature only displays customer information when the call is answered. Therefore, as soon as the answering machine finds the caller, it moves on to the next customer.

A Degree of Personalization: Although there is no waiting time, the progressive answering machine allows agents to make personalized offers based on the customer they are calling. It is voice support made from the information contained in the central database. Combined with the auto-attendant feature, it quickly eliminates unwanted calls and saves time. This feature puts agents in direct contact with potential customers, allowing contact centers to increase their productivity.

Automatic Answering Machine Detection: The progressive dialer can detect answering machines and immediately move on to the next customer. It allows agents to talk to a natural person instead of wasting time on voicemail.

Power Dialer

If you're looking for a way to save time and money by making customer service more accessible and convenient, you may be interested in the auto dialer.

This dialer connects the agent to the person who answered the call - the autodialer dials the number when the call is completed. If that number does not answer, is busy, or is disconnected, the Power Dialer moves on to the following number. Unwanted calls are not forwarded to the agent, so no time is wasted on busy signals, invalid numbers, dropped calls, or answering machines.

Benefits of Power Dialing

More Contacts per Hour: Power Dialer rings a number once the call is completed. If there is no answer to this number, if the call is busy, or if the call is missed, the caller is transferred to the following number.

Unwanted Calls are not Forwarded to Agents: so no time is wasted on busy signals, invalid numbers, dropped calls, or missed voice messages.

Cost-Effectiveness: Fewer missed calls because more occasional calls are made to the wrong number (cost savings).

Predictive Dialing

Predictive dialing uses artificial intelligence and machine learning to make calls from a list of specific numbers efficiently. It involves dialing multiple numbers simultaneously. The ring is automatically transferred to an agent who can dial the free number.

Predictive dialing systems estimate the average time to answer a call and correlate this data with the number of seats. An intelligent algorithm predicts the number of digits to dial.

In simpler terms, predictive dialing

- is performed using a predictive algorithm.

- It works with six or more agents 

- Estimated number of calls: 100 to 200 calls per hour,

- It is very effective in accelerating sales and telephone contacts.

Benefits for Call centers

Significant increase in call center productivity and revenue: optimizing outbound calling campaigns takes on a new dimension. Employee productivity is significantly increased with intelligent automatic dialing.

·  Time Management: Algorithms that detect auto-answers, faxes, and unanswered numbers optimize time.

·    Customization for Call Centers: Administrators can create custom response fields for contacts based on the information received. When importing a contact file, the agent has all the necessary information and can update it from the manager's desktop.

·       Increased Operational Efficiency: Managers can monitor staff workloads and adjust them to their needs in real-time.

·    Multiple Campaign Management: Predictive targeting allows various campaigns to be created simultaneously without assigning a staff member to monitor each movement. If a problem occurs in one campaign and another runs smoothly, all calls are transferred correctly, and there are no problems due to human error or miscommunication between campaign operators.

Conclusions

While all autodialers can improve staff productivity and reduce manual data entry, your specific needs, and goals will determine which type of autodialer to choose for your contact center.

 

There are three main factors to consider before making a decision.

 

·      Company size is an essential factor. Whether you have a small or large team, a Dialer System can help you achieve better results by automatically increasing the number of calls your team  makes simultaneously. In this case, a pre-addressed dialer can significantly reduce call times and increase the number of calls you can make to your customers and prospects.

 

·       Types of calls to make Predictive dialing is ideal for high-volume outbound tactics such as cold calling and sales, but when it comes to telephony, predictive or manual dialing systems are beneficial. The calls to specific people or customers need to be handled with care.

 

·    The level of personalization required depends on the characteristics of the target group (age, geographical location, gender, etc.)