ASDialer | Which Dialing Mode is Best for Your Business

You may significantly improve the efficiency of your sales, debt collection, and survey efforts by using automatic dialing options. Nevertheless, the dialing mode must be selected following the campaign's goals if you want to succeed.

Said automated dialing spares the agent from manually dialing a string of digits. Instead, the call is made by selecting a specific number from the computer screen or automatically after a particular time. A computerized database of phone numbers serves as the foundation for automated dialing.

Which Dialing Mode is the Best?

Automatic dialing modes significantly increase the efficiency of sales, debt collection, or survey activities. The key to success, however, is choosing the dialing mode appropriate to the campaign's purpose.

In simplest terms, automatic dialing saves the agent's time manually dialing consecutive numbers. Instead, the call is initiated by clicking a given number on the computer screen or automatically after a predetermined time in the system. The basis for Automatic Dialing is having a computer database of telephone numbers.

Dial Modes Vary

• The degree of autonomy of the agent in determining which numbers and when the connection is to be made,
• the ability to filter out calls with voicemail missed and busy,
• And the ability to "learn" through the system, the availability, and how individual agents work.
• The difference is also the effectiveness of the modes depending on the complexity of the campaign and the industry.

Preview Dialing

The system displays the next record from the database to the agent. The agent decides whether to call the indicated customer or go to the following form and how long (or short) he wants to read the displayed information about this customer and prepare for the conversation.

When the agent is ready, he clicks the phone number on the computer screen. It waits when the number is called and manually ends the call in the case of voicemail, no answer, or busy number.

Progressive Dialing

The agent cannot omit a given telephone number and does not decide when the call should start - the time for getting to know the customer's data is predetermined in the system by the administrator. After its expiry, the following number is called.

Similarly to the preview mode, the agent manually terminates missed calls, voicemails, or gaudy numbers.

Programmed Dialing

The mode in which the system learns the work pace and availability of individual agents and, on this basis, determines the moment of calling the following telephone number. Agents cannot decide to which numbers and when the connection will be made. Calls are created when one of the agents is likely to be available in a moment, i.e., the initial call is still active. The system automatically filters out missed calls, calls to voicemails, answering machines, or gaudy numbers, and only calls answered by customers are forwarded to agents.

Predictive dialing allows you to increase the work efficiency of agents by even by several tenths percent, thanks to the elimination of the initial calling period from the working time of agents, i.e., the period in which there is waiting for a connection and when there are calls to voicemails, answering machines or gaudy numbers. Agents only deal with conversations and summaries.

In case of unsuccessful connection attempts, the system automatically sets a new contact date using information about the times when there is a high response rate. Users can specify the number of unsuccessful attempts to establish a connection in the system. The record is automatically closed if they are made, and there is no conversation with the customer.

Thanks to artificial intelligence algorithms, the system independently determines the optimal calling frequency on specific days and hours and the re-call dates for missed numbers. The system "learns" based on two types of statistics:

• Short-term, i.e., how many calls the agents have not managed to handle in the last hour - the calling frequency is adjusted immediately,
• Long-term, containing information on which days, at what times, how many agents are available, and what is the time needed for the interview and its summary (wrap-up) for individual agents - matching takes place within a few days of starting the system and setting it up are continuously adjusted automatically.

How Should the Campaign's Dialing Mode Be Chosen?

" Every time a new campaign is started, the dialling mode must be chosen since each mode has advantages that can only be used in particular circumstances, according to Tomasz Paprocki, sales director of Focus Telecom Polska. These include the campaign's complexity and goal, the client type (B2B or B2C), and the size of the agent team "

Predictive Dialing

Programmed dialing allows for significant time savings for agents and, therefore, an impressive increase in productivity. It is a good choice for simple business-to-customer sales campaigns (to the end customer), in which a similar offer or only a few of its different variants is addressed to all customers in the database. Agents only need a glance at the customer's data to conduct a conversation (no need for time to go into detail). It is also a suitable mode for telephone surveys.

With programmed dialing, there is a risk that agents will not be able to handle some calls. Despite the adjustment of the system, with Predictive Dialing, there are situations in which the conversation lasts longer than usual, and calls initiated during this conversation are not handled. As a result of illness, an agent will work slower than expected, and the system will serve him calls following that person's regular work pace. That is why predictive dialing works well in creating larger teams of agents (minimizing the risk of abandoned calls) and campaigns where the risk of not handling the ring and the possible cost of losing the client are significantly compensated by the high efficiency of the agents' work.

Progressive Dialing

Progressive dialing is associated with a much lower work rate for agents than programmable dialing. Still, there is no risk of missed calls, and agents have more time to familiarize themselves with caller information. The Progressive Dialing is often used for up-sales campaigns aimed at existing customers, cross-selling or business-to-business sales. Agents are booked for a predetermined time to review the customer's history.

Preview Dialing

Preview dialing works well for complex campaigns with long customer stories; a thorough review is essential for making a call. While agents waste time waiting for calls, including answering machines or voicemails, this is usually an appropriate solution for complex projects, such as debt collection activities or selling complex B2B products.