An Overview Of Auto Dialers And How To Choose The Right One For Your Business (Plus Benefits & Use Cases)

Do You Want Your Agents to be More Productive?

Using an auto-dialer for your call center can be an excellent way to achieve instant results. Dialing a number manually takes between 15 and 20 seconds. Even a small delay of 10-15 seconds can significantly reduce productivity for someone who makes dozens of calls per day. Furthermore, delays can be caused by errors. It wastes agents’ precious time before they can talk to a prospect or customer, and that’s where auto-dialers come in. Here we’ll discuss what auto-dialers are, how they work, different types of auto-dialers, and tips for buyers.

Auto-Dialers Are What They Sound Like

A computer program that uses Computer Telephony Integration (CTI) to dial telephone numbers automatically is known as an automatic dialer. A live agent or a recorded message is played after the receiver answers the call. Auto-Dialers come in different varieties. An auto dialer can be used for three different purposes:

• Preview Dialer
• Power Dialer
• Predictive Dialer

What is a Preview Dialer?

A preview dialer works like a phone book. To reach a target customer, an agent is shown a list of their information/history before clicking on their number to call.

In most cases, businesses choose this auto-dialer before upgrading to more sophisticated systems since it is significantly better than their existing system – of manually dialing numbers. To help the agent prepare, it offers a preview of the prospect’s/customer’s information so he does not have to dial the number. In response to what they see, the agent may dial the customer or skip them. By getting the time and information to prepare, the agents are able to deliver a more personalized experience and increase their success rates.

What is a Power Dialer?

The following number is sequentially dialed by power dialers after each agent has completed their call. When the agent indicates that they’re available, the dialer places the call automatically.

An agent can make continuous calls without having to choose or dial numbers manually. Whenever a number is busy, unattended, or disconnected, the following number is automatically dialed. A power dialer minimizes downtime, increases productivity, and reduces manual tasks for experienced agents.

What is a Predictive Dialer?

These devices eliminate one-time outbound calls by placing multiple calls simultaneously. It connects the prospect/customer to the next available agent as soon as they answer the call.

The biggest difference with a predictive dialer is that it takes multiple factors into account when predicting when the next agent will be available. It determines how long each agent would take for a call, whether a prospect or customer is likely to answer as well as places the call dynamically. The dialer, for instance, will dial out for each agent every four minutes if they average 3 minutes per call. This will give the agent plenty of time to finish the current call and prepare for the next. This will reduce idle time dramatically. Especially for call centers with a high number of agents and high call volumes, it improves agent productivity without affecting customer service.

Advantages of Auto-Dialers:

Auto-Dialers have been particularly effective across these campaigns in delivering:

• Improved Productivity for Agents:

Pickup rates can be improved by using predictive and power dialers. When the number cannot be reached or the customer doesn’t pick up, these auto-dialers will dial the following number. Therefore, your agents will only be involved when a prospect/customer answers the phone. By doing this, your agents spend less time dialing numbers and more time speaking with prospects/customers.

• Cutting Out Ineffective Contacts:

It is easy for you to eliminate numbers from your database when they are not reachable or unanswered after multiple attempts. By doing this, you can save agents time and increase pickup rates for the auto-dialer as well.

• Increasing Call Response Rates:

Outgoing calls might be made by predictive dialers using agent-side data. However, over time, customer behavior data can also be leveraged to optimize response time. If it predicts that a customer will answer in the mornings or evenings, it could place calls accordingly. Besides improving pick-up, this also results in a better customer experience.

• Monitoring Marketing Campaigns for Return on Investment:

An auto-dialer can be used to make outgoing calls as part of a specific campaign. Tracking the success of each campaign can be accomplished by tracking calls made, calls answered, leads generated, sales generated, etc. The reports you generate can also be used to optimize campaigns in real-time.

How do Businesses Use Auto-Dialers?

It may look like a simple feature, but an auto-dialer can transform the way your call center operates. Predictive dialers, for example, can offer consistency and regularity to your calls. Your agents can choose their working hours with a power dialer, according to their availability. As a result, preview dialers are capable of handling complex use cases with immense flexibility.

BITS Secure IT Infrastructure’s customers have used auto-dialers for the following purposes:

• IVR campaigns and awareness campaigns
• Cross-sell/upsell campaigns to existing customers
• Conversations regarding leads generated from other channels, such as websites and events.

Choosing an Auto-Dialer that Matches Your Business Needs

There are different types of auto-dialers. Each of them has its advantages and disadvantages. Based on your organization’s goals, needs, and objectives, you should choose the right auto-dialer. You should consider the following when selecting an auto-dialer for your business:

You might want to consider a predictive dialer if you have a large business making many calls. A preview dialer would be sufficient if you run a small business that makes only a few calls.

You need all your data handy before making a call to a customer with an ongoing relationship. Preview dialers are the best option for this situation. It may be more effective to use predictive dialers for homogeneous customer groups where your agents repeat the same message.

Preview dialers are best if you are making a hyper-personal connection with an existing customer, such as helping them solve a problem or encouraging them to use a product. You could use power dialers, however, if you’re making an announcement or presenting a new offer.

How about an IVR, recording all calls, reporting all numbers dialed, call analytics, and protecting customer privacy? For your business, you can select the right analytics solution based on your needs.

A preview dialer is a great choice if you want to give your customers a personalized experience. A predictive dialer is better if agent productivity is your top priority. A power dialer is better if your priority is agent availability.

Bits Secure IT can help you can boost your results with auto-dialers regardless of your goal, size of your organization, audience, or type of calls. Check out how auto-dialers can enhance your call center operations. Schedule a consultation now.