ASDialer | A Comprehensive Guide to Auto Dialers

When call center agents manually dial phone numbers, they can spend up to 20 minutes per hour on a call. The rest of their time is spent dialing numbers, listening to long rings, or looking for busy numbers.

That's where autodialers come in, making life easier for call center agents. This blog post explains what an autodialer is, what devices it consists of, and how it works.

What is an Auto Dialer?

An Autodialer is a type of software that automatically dials phone numbers. It selects customers from a numbers database and connects them to an IVR or agent.

With the increased performance of modern computers, Auto Dialer software, and VoIP tools can be very scalable.

The main task of to dialers is to make as many calls as possible at the highest speed. They also provide basic information and connect to agents when a customer answers a call.

An autodialer can increase agent productivity in businesses with high outbound call volumes. With an autodialer, employees don't have to manually dial numbers, listen for tones or wait for an answer.

The autodialer uses information from a ready-made database to make scheduled outbound calls. Thus, the autodialer dials the phone number and dials it.

Types of Automatic Dialing

There are three basic types of auto dialing in call centers: predial, predictive dialing, and progressive dialing.

Predictive Dialing allows call center agents to decide when to answer a call based on available information. Predictive dialing also plays an essential role in providing agents with information and details about potential calls before they occur. Using this type of dialer allows agents to provide a more personalized experience for customers.

When a predictive dialer is used, the system dials multiple phone numbers. The system determines if an agent is available and sets up a response call for the customer. This automatic dialing allows one call to be answered after another. Predictive Dialing starts when an agent is available, and the number of calls usually depends on the number of agents.

In predictive dialing, the agents do not call anyone, the system calls the customer, and the person who answers can talk to an available agent.

Progressive Dialing means the system uses algorithms to make as many calls as possible so that all agents can participate in the conversation. This method is used in large call centers to reduce agent wait times for outbound calls.

The system allows agents to contact as many customers as possible, selecting them progressively according to the total number of calls.

How does the Calling System Work?

The self-selection software also determines the number of agents involved, considering the average number of calls made by an agent and the time required to dial a phone number. Once this data is generated, the system can link customers to agents.

Based on this information, it can calculate the number of phone numbers to call and contact the available agents at a given time.

It also avoids situations where a customer answers the phone when no agent is available. Call center systems are designed for multitasking and working with multiple agents simultaneously. It allows the system to collect enough statistical information to predict future calls.

The call processing system can also be integrated with a customer relationship management (CRM) system to generate the optimal number of call attempts and hold times based on time zones and agent presence.

Who uses Automatic Dialing Software?

Autodialers are effective in work environments where repeated calls are made, such as call centers, sales departments, and receptionists.

Call center personnel spend a lot of time dialing untraceable phone numbers and taking notes to remember to call back in the future. A callback is also time-consuming.

In most call centers, the automated system has already dialed the number and is waiting for an answer or a busy signal because the agent doesn't have time to dial the number manually.

Using the auto dialer increases customer service agents' productivity because they only have to answer the customer who answers the phone.

Optimizing agent productivity is an essential step for any call center. It's about freeing agents from monotonous, unnecessary tasks and focusing their attention on what's important, thereby increasing profits.

For Example, Ameyo estimates that advanced booking increases agent productivity by 350% over manual booking.

For Example, CloudTalk's predictive search feature allows agents to make more calls in less time, ensuring the best results.

When an agent places a call, and it expires, CloudTalk automatically selects the next customer on the active list. Agents no longer need to scroll through the contacts list and search for them manually.

To Configure Predictive Dialing In Cloud Talk, Do the Following

1 Import contacts via the integration or from a file or Google Contacts.

2 Add a search script or a search script.

3 Create a campaign.

4 Start using the predictive search feature.

5 View campaign statistics.

Auto-Tagging and Compliance

The main drawback of auto-taggers and auto-tagging apps is that they are often accused of spamming. As a result, they are often subject to various regulations. Autodialers are mainly used for cold calling and must comply with specific regulations.

In many cases, autodialers must comply with the Telephone Consumer Protection Act (TCPA).

The TCPA law passed in the United States in 1991 restricts automatic dialing systems. This law was enacted to prevent nuisance and repetitive calls.

Since then, regulators have taken additional steps to allow consumers to block Online Dialer systems and other "auto-dialed" calls. Consumers may also be asked to provide written consent to receive advertising and other messages over the telephone. Therefore, when using an automatic dialing system, you should always consider the type of system most appropriate for your business, considering the legal framework governing its use.

Summary

Modern auto-dialing technology not only increases productivity and improves message processing. It can also help call center teams to streamline operations and ensure optimal quality. It means that autodialers eliminate redundant, trivial, and repetitive tasks.

So all that's left is choosing the right autodialer type for your call center. This choice often depends on the dynamics of your agent and your sales team. It will make your agents' lives easier, increase productivity, and contribute to your company's growth.