ASDialer | A Complete Guide Of Call Center Dialer

The call center survey is also known as the outbound, automation, or sales survey. In recent years, telephone dialers have become integral to outbound call centers. Manual dialing is still standard in call centers, but autodialers have improved outbound call center operations by automating the entire dialing process.

What is Automatic Dialing?

Autodialer is software used in call centers to optimize the outbound dialing process. Sales teams frequently utilize autodialer solutions for lead generation, cold calling, and telemarketing. They are also used by customer service teams to proactively provide service and support, conduct surveys and receive customer feedback. In addition, Auto Dialer are also helpful for businesses and organizations in other industries. For example, they can be used in automated phone campaigns to schedule and remember appointments, emergency calls, public reminders, debt collection, etc.

How Does a Voice Dialer Work?

The automated call center system automatically dials numbers from the contact database on behalf of each agent. When dialing from the contact list, the dialer can detect invalid numbers, busy signals, disconnected calls, and whether a person or an answering machine answered the call. When the dialer detects that someone has responded to the call, the system can transfer the call to an agent, call the IVR or play a pre-recorded message, depending on the situation.

Why are Phone Numbers Significant In Call Centers?

Phone numbers are critical to today's call centers, especially those that handle outbound activities such as outbound calls, customer retention, and sales. According to sales statistics, the average salesperson makes 52 calls daily and spends about 15% of their time answering voicemails. It means that each sales team member loses 36 hours per month. A call center solution can automate the process by which salespeople dial numbers from an extensive contact list or customer base. Productivity increases because there is no time to dial numbers manually or respond to busy signals or voicemails.

Benefits of Phone Dialing

Businesses and organizations of almost every industry and size benefit from phone dialing. Call centers experience a lot of downtime without an automatic dialing system because dialing takes so long. Automatic dialers save staff time and effort because they don't have to dial numbers manually. In addition, the dialer screens for busy lines automatically answer and hangs up, so calls are transferred to staff as soon as they are answered. It means more calls per person, higher completion rates, less downtime, more time to answer calls, and more wait time. All of this translates into increased employee productivity and overall efficiency.

Types of Calls for VoIP Call Center

Different types of VoIP dialers have other functions. They can be configured and used according to the needs of the call center and the specific requirements of the outbound call campaign. Outbound calls are generally divided into manual and automatic calls. Automatic calls can be divided into three main types: predial, assisted dialing, and directed predial.

Auto Dialer

Automated dialers (also known as autodialers) allow employees to call prospects automatically using different dialing modes depending on the needs of the phone campaign. Autodialer mode increases employee productivity and efficiency because only calls answered by a live person are routed to the employee. It allows employees to spend more time with interested customers.

Advantages

Automated call centers significantly reduce agent time, allowing them to focus more on customer interaction. It reduces agent downtime, increases call duration, and improves the overall operational efficiency of outbound call centers.

Disadvantages

Automated calls use voice recognition technology, which does not always accurately distinguish a person from an answering machine.

Usage

Automated calls can be a lifesaver for telemarketing, lead generation, outbound sales, and proactive customer service in overseas call centers, where large teams often handle many outbound calls.

Preview Dialer

This type of autodialer is also known as a semi-automated dialer. It is the most common type of autodialer used in outbound call centers. The Preview Dialer selects a contact from the database and sends a call request to the employee. Before initiating the call, the employee can view the information (including the history of previous interactions). The employee can press the dial button to begin the call or move to the following number. In preview mode, the system does not dial the number until the employee is ready to take the call, thus reducing the number of missed calls.

Advantages

Because employees can access customer data before a call is initiated, preview mode allows them to better prepare for each call. It will enable staff to provide a more personalized experience and increase engagement.

Disadvantages

 Call previews are only helpful if the supervisor has enough information. In addition, staff can save time reviewing individual cases before the call is placed, leading to lower productivity and fewer calls per hour. For these reasons, there are better options than prescheduled calls when there are a lot of outbound calls.

Usage

The preview tool can be used effectively for billing campaigns, sales follow-up calls, or complex customer service cases. Agents can review the available information and prepare for resolution before the call begins.

Power Dialer

Power Dialer is the simplest autodialer and dials the following number in the contact list after the agent completes the previous call; Power Dialer automatically dials the following number when it reaches a busy line or an inactive number. When someone answers, Power Dialer automatically and immediately connects with that employee. Unlike predictive dialing, which dials a number before an agent answers, the Power Dialer only initiates the next call after the previous call is completed. It means the agent is always available when someone answers the phone, reducing the number of missed calls.

Advantages

The Power Dialer increases employee productivity by allowing more outbound calls than manual dialing because no time is wasted dialing and redialing manually.

Disadvantages

Since there is no predictive algorithm, employees have to wait a certain amount before calls are transferred, increasing employee downtime. It can also lead to a lack of personalization, as employees need more time to read messages from their supervisors.

Usage

 Autodialers are used when the number of outbound calls is high and manual dialing must be avoided. Outbound sales departments often use them to collect invoices and direct debits, organize surveys, etc.