Auto Dialer | Key Features to Improve Agent's Productivity In 2023

Autodialer is software that extracts a list of phone numbers from a database and dials them automatically. The call is immediately transferred to an agent if there is an answer. The software also collects valuable data for the agent, such as the duration of each call and all incoming calls.

The global autodialer market is expected to reach approximately USD 6.6 million by 2026.

The growth of the autodialer software market is attributed to a significant increase in the number of call centers and increased productivity of businesses. The demand for autodialer software is also driven by the growing need for cloud-based software to automate and improve customer relationships and sales across industries.

The main objective of call dialing software is to save agents' time and effort. As mentioned above, most of an agent's time and effort is spent manually dialing phone numbers and waiting for an answer.

Using automatic dialing software, agents can focus on discussing potential calls instead of hearing busy signals. In addition, since agents must make many calls each day, regardless of their industry, auto dialer software can reduce downtime and increase productivity tenfold.

What is Auto-dialing, and What are the Different Types?

An autodialer, or auto-dialer, is software that automatically dials phone numbers to assist agents. When a person answers the phone, the autodialer connects them to an agent or broadcasts an IVR.

Autodialers increase productivity by allowing agents to perform other tasks during the call, such as voicemail, and screen out negative calls, such as busy or missed ones. Auto Dialers are also suitable for large outbound campaigns involving multiple calls.

3Ps of Dialer System

1. Sample Calls

Autodialers work like a phone book in many ways. First, a list of customers is generated and presented to the agent, who checks the customer's details and history before placing the call. Since this system is far superior to existing manual dialers, companies often choose it as their first autodialer before moving on to more advanced autodialers.

The system previews customer information, allowing agents to prepare without wasting callers' time. By previewing the customer information, the agent can decide whether to call the customer or make the call.

2.  Dialer

When the agent has finished dialing the number on the autodialer, the agent dials the following number. In this case, the agent must indicate that the number is available, and the autodialer automatically dials it. It allows the agent to dial the number without having to dial it manually.

Suppose a phone number is busy, lost, or disconnected; the autodialer software will automatically dial the following phone number. Power Dialer saves time, reduces manual work, and proportionally increases productivity for the agent.

3. Predictive Dialer

The predictive dialer dials several outgoing calls at the same time. Customers are connected to the next available agent when they answer a call. The main difference with predictive dialing is that it considers several variables to predict the availability of the next agent.

Dialer calculates how long it will take for an agent to complete a call. For example, it dynamically tells you how likely the customer is to answer the call.

For example, if an agent takes three minutes to place a call, the dialer calls the agent every four minutes, giving the agent time to complete the call and prepare for the next call.

How Does an Automatic Dialing System Work?

Setting up a simple autodialer system is inexpensive and easy. Four things are needed to set up a basic system.

A voice modem. It is used to record or broadcast audio over the telephone line. A primary desktop computer may be equipped with two or four internal modem cards, each of which can be recorded or played audio over the telephone line.

The most important part of an automatic voice dialing system is the software. Speech recognition technology helps the auto dialer software analyze the difference between a human voice and an answering machine voice.

Let's See How Voice Recognition Works

If a call is answered within four beeps or 25 seconds, the answering machine can answer the call.

When the call is answered, the software tries to measure the first word spoken and waits for a pause. If the first word is short (1-3 seconds), followed by a break, the person has answered the call. Let's Suppose the response is, "This is Dr. John's office; how can I help you?" the person responds.

In the case of telemarketing, the next pause is when the software recognizes the person's voice and transfers the call to the appropriate agent.

Mechanical Elements Increase Agent Productivity

Auto dialing contributes to agent productivity in outbound call centers. With Auto-dialing, agents do not have to dial every number in the contact list manually.

Auto-dialer automatically dials numbers from an attached electronic file. This particular file contains a list of contact numbers. The Automatic Web Dialer dials these numbers one by one without dialing them manually. Call centers must store this list in a customer relationship management (CRM) tool.

1. Time-Saving

Calling a customer takes time, and making and answering a call takes time. Autodialer connects to numbers in a predefined list and does not transfer the call to an agent without an answer. Instead, it dials the following number on the list and places the call.In contact centers, time limits make every minute count.

2. Extend the Call Duration

Auto dialing only connects a call to an agent when the customer answers the call. It reduces the agent's waiting time. They can use that time to communicate with others and convert contacts into customers. It also allows them to spend more time communicating with essential customers. It increases productivity, and time can be used more efficiently.

3. Broadcast and SMS Support

In addition to broadcasts, the autodialer can send mass messages to a list of contact numbers. These messages can contain information about services and products, promotions, survey participation, etc.

No agent is required to manage this type of newsletter. For this type of distribution, if you have a list of contacts, you can create a recorded message and start the distribution.

4. Increase Lead Generation

Time is of the essence when it comes to getting people to recognize your brand. Automated leads understand this. That's why they deliver messages based on the customer's time zone, work hours, holidays, etc.It ensures that messages reach customers at the right time. It also ensures that messages are delivered at the right time to the customer.

5. Real-Time Tracking

Automated calls are also helpful for real-time call tracking, as all rings can be recorded, and staff efficiency and productivity can be evaluated. It also helps to identify areas where improvements are needed. In addition, call recordings can identify grey areas where the representative can improve.

Call recordings can also be used as training material for new agents. It allows new agents to understand their tasks before they even start working. In summary, call recordings help increase agents' confidence and productivity when handling calls.

Conclusion

There is no doubt that call centers are evolving with new technologies. However, for a call center to thrive, it must first reach customers. This whole process takes time and requires the adaptation of tools to automate it.