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A phone dialer is an automated service available on the telephone device which can automatically dial individual phone numbers or a list of phone numbers. It has calling software, saves the dialed numbers and inserts, and modifies them to be used again.
How does a dialer work?
A dialer either uses a blended call center or an outbound call center to place telephone calls when required. This eliminates a substantial quantity of repetitive work and reduces errors to a large extent. Dial CRM (Customer Relationship Management) enables interaction of a sales company with several potential customers, including current ones.
It collects the data from the interaction of a particular company with a customer. It improves their business relationship by focusing on retaining the customers and thus increasing the sales growth.
A dialer app is an android application software that supplies a distraction optimized familiarity with browsing for contacts, Bluetooth calling, and managing calls on the phone. The auto-dial is a facility provided on the phone which enables it to dial an already saved telephone number automatically or on its own.
An auto dialer can also deliver automated messages pre-written to one or many phone numbers. It can connect a customer to a sales agent upon answering the call. An automatic dialer is often used in call centres as they can automatically dial customer phone numbers and connect to them quicker than separately dialing each number. Important messages can be sent via an automatic dialer and can be useful in business progress.
A mobile dialer is used to make Voice Over Internet Protocol (VOIP) calls from mobile sets as they have the software application required installed within.
Types of Dialers
There are three basic types of dialers – power dialers, preview dialers, and predictive dialers.
1. Power dialers
They can dial and distribute phone calls automatically. The phone call gets delivered to an agent as soon as a customer or a contact picks it up. It depends on the person receiving the call. The next number is dialed immediately after one call has ended by this power dialer.
Whenever the dialed number is busy or not received or disconnected, the dialer moves ahead to the next number. There is no wastage of time in busy lines or disconnected signals or not valid phone numbers, or any voicemail answers.
When the power dialer is joined with CRM, the contact information and history get displayed to the agent. The dialing rates can be adjusted based on how many agents are there, the reason for calling, and the demand for any product.
Power dialers are useful in follow-up calls, sales business, telemarketing, cold calling, and marketing campaigns. The advantages of such dialing Softwares are the absence of dropped calls since there is always an agent on the line whenever the call goes through.
Also, more calls can be made per hour, and the CRM incorporation leads to better customer service and, therefore, good lead management. The disadvantage is that agents have more idle time.
2. Predictive dialers
Predictive dialers are automated dialers that depend upon the availability of the agents and can thus adjust the rates of dialing accordingly. As the name suggests, predictive dialers can estimate and predict the approximate time taken to answer calls, and they refer to the number of agents available. A rapid dialer can intelligently predict the number of calls that must be done based on a smart algorithm that they possess.
Such predictive dialers depend on the provided statistics from the internet cloud system and can thus dial more calls than the number of agents. They can calculate the exact number of dials assigned to every agent with much lesser break times between the calls since they already know that a certain proportion of calls will be invalid.
So if a call normally lasts for 60 seconds according to the available data in a call center, then this dialer begins dialing ten seconds before the call will end, at 50 seconds.
The dialing rate can be adjusted to the kind of business in question. The advantage of this system is that there are more calls assigned to agents and, therefore, very little to no idle time. Also, there will be more productivity and revexnue in the call center’s business. Predictive dialers are mainly used in surveys, telemarketing, and short-time calling.
3. Preview dialers
Here the contact information can be previewed by the agent before calling. This is helpful whenever some preparation is needed to go ahead with the call. For example, it can be useful before calling if the client’s history is previewed while booking a reservation. These dialers may be used in two ways.
The agent may check the information for an undecided time and then dial when finished, or the dialer dials the number after a certain time interval during which the agent can preview the data. Preview dialers are useful in legal documentation, booking confirmation, and other documentation.
Recommended – Best Auto-dialer softwares
Questions that a call centre dialer should answer
- How many calls can this autodialer complete per hour?
- Will such a dialer save time and money for a call center?
- Is it necessary to track reporting, performance analytics, etc.?
- What does the TCPA (Telephone Consumer Protection act) law recommend?
- How can I implement a new dialing solution?
Difference between the phone system and the dialer?
Phone systems have an inbuilt dialer that displays all contact numbers and a few favorite contact numbers that you can quickly call when you want. On the other hand, dialer systems can call numbers automatically and sequentially when programmed after certain time intervals and can drop calls upon conditions like busy signals.
They can determine unanswered calls, busy tones, answering machines, voicemails, and disconnected calls. Dialers are incorporated with CRM, which automatically updates and saves information on clients, unlike phone systems.
Voice detection software in dialers can cut the call directly without wasting time as they differentiate between unanswered and answered calls, unlike phone systems that have to be dialed and waited upon to detect an answer. Phone systems must be dialed manually while dialers use predictive or power or preview dialing modes.
Dialers are used for several outbound calls in large-scale marketing campaigns as they can predict the time when an agent will be free to speak on the next call. Dialers can save data directly, which can be viewed when the agent makes the calls instead of separately storing the same information. In this way, dialers are time-saving devices and can be used in various ways, especially by call center agents.