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Human fis becoming increasingly rare in today’s fast-paced society. Opportunities for true, constructive communication go as quickly as they occur. The ability to capitalize on this brief window of opportunity might mean the difference between success and failure for contact centres.
Many call centres have embraced sophisticated tools that optimize operations to ensure success. The dialer, an ingenious device that automates the outbound dialing procedure, is among the most valuable tools in the industry. So, it is crucial to choose one with the most effective and desired features to ensure value is added to your business.
Here are the top 8 auto dialer features to look for to enhance your business value.
Also Read: Complete Guide on Dialer
Auto Dialer Meaning
An auto dialer, also known as an automated telephone dialer, is an outbound voice command software that assists in automatically dialing a set of contacts. Depending on the call flow, you can play a welcome message, request an IVR input, and do other things. Depending on the conditions, each call may be assigned to different agents.
8 Essential Auto Dialer Features
Here is a list of the top 8 features of an auto dialer:
1. In-Depth Insights and Real-Time Analytics
Dialers in contact centres should analyze real-time operating performance and convey it intuitively. Metrics such as the total number of calls, average time, and agent waiting time will identify the company’s strengths and limitations. Users should also filter the data easily and search specific aspects of the data.
Call centres should also be able to set their dialer to give out thorough reports regularly. These in-depth records demonstrate which campaign tactics are effective and could be tweaked. Dialer reports should be customizable to highlight only the most important information for your contact center.
2. Call Recording
The cloud-based auto dialer software allows for real-time call monitoring and records every outgoing call. They record the calls in high-definition audio and save the files to the cloud.
By reviewing recorded discussions between agents and consumers, the functionality assists managers in evaluating agent performance and identifying agent inefficiencies. The feature aids call centres in resolving consumer complaints and adhering to regulatory regulations.
3. Routing Simplified
The practice of directing incoming callers to the most relevant agents is known as streamlined routing. Customers nowadays expect prompt, well-informed responses, and customers are more likely to spend their money elsewhere after diverting or waiting in line for too long.
To avoid irreversible harm, contact centres must choose a provider who provides a dialer capable of establishing an Interactive Voice Response system (IVR). The IVR, being the customer’s first line of interaction, sets the tone for the entire encounter.
4. CRM Integration Made Simple
The most effective dialers should integrate with a broad range of CRMs. The smooth integration eliminates the burden of frequently moving between platforms, minimizing idle time and human mistakes. Whether recording the data from the caller or the CRM directly, the right software will immediately sync all information, allowing contact centres to prioritize and reevaluate leads in real-time.
5. Downtime Reduction
Power dialers and predictive dialers both assist call centres in increasing agent productivity and decreasing downtime by shortening the time between two successive outbound calls. Power dialers minimize downtime by making outgoing calls when an agent is open to handling the next call. Similarly, predictive dialers increase agent efficiency by dialing many phones at once. They continue to phone the numbers before the agents finish the current calls.
6. Interactive Dashboard
According to the needs of initiatives and the size of the contact base, a manager can scale up or down the cloud-based auto dialers. The auto dialer features an interactive dashboard that allows managers to monitor and assess outbound campaigns constantly. The dynamic dashboard allows the manager to keep track of numerous activities and evaluate performance based on data and statistics.
7. Managing Contact Lists
The cloud-hosted auto dialer system makes it easy for users to import contact information from databases or files by providing a contact list uploader. Using the auto dialer software’s contact list management tools, users may better manage existing clients and generate leads.
8. Scheduling of Call-backs
Sometimes, the agents cannot connect with a consumer on the first attempt. To complete the telemarketing activity, they must contact the customer or lead again. Agents can reconnect with clients by scheduling call-backs with cloud-hosted auto dialers. The call-back scheduling tool assists contact centres in increasing client connections and enhancing telemarketing efforts.
Also Read: Best Mobile CRM App In 2022
The 3 Most Common Auto Dialer Software Types
Let’s take a look at the three most frequent kinds of auto dialers:
Preview dialers, like manual dialers, allow agents to initiate an outbound call or skip select phone numbers. This sort of auto dialer features allows agents to evaluate important client information before making an outgoing contact. On-demand access to critical consumer data enables agents to plan outbound calling processes and customize client interactions.
Many call centres now employ preview dialers to launch narrow outbound marketing campaigns and make the outbound calling process more result-oriented. The preview dialers make it even easier for agents to manage difficult customer incidents.
After an agent has finished their call, power dialers dial the following numbers sequentially. The agent must declare their availability in this situation, and the dialer will immediately place the call. It enables the agent to make uninterrupted calls without manually choosing or dialing numbers.
For example, if a number is busy, unsupervised, or disconnected, it dials the number below automatically.
The predictive dialer makes several outbound calls at the same time. When the consumer answers the phone, the call is routed to the next available agent.
The main difference between a predictive dialer and a traditional dialer is that it considers several criteria to anticipate when the next agent will be available. It assesses the time each agent would take to answer a call, the possibility of a client answering the call, and so on, and dynamically schedules calls.
Related: Top 5 Auto Dialer Software
The Neodove Dialer dramatically improves the performance of your contact center. Our dialer improves operational procedures by fully automating the dialing process and integrating with a wide range of CRMs, allowing agents to do more throughout the day. Auto-dialers can help you achieve your goals, regardless of the size of your organization, the type of audience you’re targeting, or the type of calls you’re making. Learn how auto-dialers can help you run a more efficient call center.