BLOG » Auto Dialer Software for Call Centers: Why they can make a difference for your business?
When it comes to Call Centers, agent productivity is the key to enhancing customer satisfaction. As customers are pillars of any business, engaging them effectively and instantly is essential to avoid losing them.
Auto Dialer Software for Call Centers can be a perfect option to enhance productivity among the agents. In this blog, let us discuss the importance of Auto Dialer solutions for Call Centers of different businesses.
Auto Dialer software is an outbound dialer software program that enables call center agents to dial bulk numbers within the least amount of time. This can eliminate the manual effort of dialing numbers one after the other. Once the customer or someone answers the call, it is directly connected to the available live agent or a pre-recorded message.
Moreover, unlike humans, the best Auto Dialer software doesn’t make mistakes. They will never transpose a number or accidentally hit the wrong button when dialing. Additionally, they also provide call documentation and increased customer experience. This will save time, process call data, and minimize cold transfers & agents’ idle time while also improving ROI and productivity.
Auto Dialers are of three types. Outbound call centers can leverage to manage outbound calls efficiently and quickly capture valuable leads.
A Predictive Auto Dialer dials multiple numbers at the same time. It makes use of a pacing algorithm to determine when an agent will finish the current call, then connects the agent to the next call in the queue, and so on.
One of the most significant selling points of predictive auto dialers is their efficiency. It enables you to connect to more leads instantly. Also, businesses don’t need to waste time dialing the wrong numbers as predictive auto dialers can dial multiple numbers correctly at the same time. Predictive Dialers can be the best option for call centers that are looking to increase agent productivity and manage their leads effectively.
Preview Auto Dialers provides an option for agents to place the call immediately or take a moment to gather information about the upcoming call before initiation. They are an excellent fit for virtual call centers with high-touch and high-value interactions. The agent will find some time to prepare for the call and do some research since there is a choice for delaying the call.
Preview Auto Dialers also gives an opportunity to review the client’s profile before connecting. By doing so, the agent may discover that a client would not be the right fit based on that person’s profile in the history. This research can lead to higher conversion rates as agents can remain prepared to tailor a specific client's needs effectively.
A Progressive or Power Auto Dialer automatically places a call to an agent one after the other. They are best for outbound centers focused on obtaining quality leads rather than a high quantity of calls. Every time when someone picks up a phone, that person will be connected to a live agent. This boosts the chances of conversion since the live agent is able to answer questions and hold in-depth discussions about the product or the service.
Auto Dialers primarily need four elements to work smoothly: A Computer, A Live Agent, A Voice Modem, and VoIP.
An Auto-dialing system is implemented through auto dialer software available through an outbound call center dialer solution. This software notifies the system on which numbers to dial, what to do when the caller meets a busy signal or a voicemail, and what to do when a person picks up the call.
Few auto dialing software have an underlying voice detection technology that detects if the call is answered by a live person or a voice mailbox. If the person answers the call, the call is routed directly to a human agent, who takes over it further.
A Voice modem transfers and receives voice recordings over the phone line. It also plays pre-recorded messages and calls. The more voice modems you have, your agents can make simultaneous calls.
Voice Over Internet Protocol (VoIP) connects outbound and inbound calls with auto dialing software. When the customer calls a business, the cloud-based phone system accepts the phone call, provides an auto-attendant menu, and transfers the call to the available agent.
Here are the top and most significant features you should check out when determining an Auto dialer software or a VoIP phone system provider for your business:
You can seamlessly integrate your existing customer relationship management (CRM) with cloud-based auto dialers. In this way, you can integrate critical customer data and make it available to callers before and during calls.
IVR technology automates your inbound calls and helps businesses integrate with customers through pre-recorded voice messages without speaking to a live human agent. Callers interact with IVR systems using their voice or their phone’s keypad. An IVR menu collects important information and routes the call to the respective agent when the caller requires further assistance.
Auto dialers offer the full flexibility to transfer calls from one device to another device, such as smartphones, office phones, tablets, etc. Similarly, call routing is done effectively when the user wants to speak with the live human agent.
Call Recording is helpful for quality monitoring and legal compliance activities since it allows supervisors to listen to agents' calls carefully and provide desired feedback to the agents. It can also act as proof if there is any legal interest in any particular conversation.
Predictive and Power Auto dialers are excellent ways to improve pickup rates. These auto dialers automatically dial customer numbers one after the other if the customer is not reachable or does not pick up. As a result of this, agents will be focused on engaging calls that customers pick up. This ensures that your agent’s time is rightly spent only speaking with prospects or customers instead of dialing numbers one after the other and waiting for them to answer.
Predictive dialers will make use of agent-side data to make outgoing calls. Also, they can leverage customer behavior data to optimize response. For instance, it might predict if the customer is more likely to answer the call in the mornings or evenings and place the call accordingly.
Auto dialers make outgoing calls for specific campaigns. You can evaluate the calls made, calls answered, interest received from customers, leads generated, sales completed, etc, to track the success of the campaigns. Additionally, you can also filter and extract real-time performance reports to optimize campaigns.
Preview auto dialers help agents focus on valuable leads as they have all the relevant information about each lead accessible to them beforehand. Agents can leverage information to engage with customers and personalize each call by effectively converting high-value leads into sales.
Auto dialer software minimizes hurdles such as long waiting times, misdialing, redirects, and call drops. This can eventually increase operational efficiency. It can easily detect busy signals, voicemails, and disconnected numbers and only connects the right calls to available live agents.
Be it an inbound or outbound dialer, it is important to have one if you have a cloud call center for your business. It has numerous benefits, and you can engage your customers as well as remain productive.
As one of the top auto dialer software providers across the globe, we carefully understand your business trends and provide feasible cloud based call center software accordingly. We also integrate multiple features into the auto dialer software to help you stand out from other businesses. We are also a leading CCaaS provider in the market to help you integrate and sync existing customer data and access them in an intuitive dashboard.
Get in touch with us for a free live demo from our experts and get to know more about our product.
When you are planning to choose an auto dialer software for a business, it is important to take the following factors into consideration:
1. Size of your organization.
2. Type of customers.
3. Nature of calls.
4. Features you are looking to integrate.
5. Business goals.
It depends on the customizations and features that you are looking to integrate into the auto dialer software.
Yes, it is possible. Since it is a CCaaS platform, you can easily integrate your existing business tools and CRM into the current auto dialer software.
Each dialer has its own characteristic. Hence, depending on the nature of business and calls, you can choose an auto dialer that suits your business needs effectively.