All businesses are distinct from each other. However, there is a trait universal in each and every business, called, transition. Each company undergoes various transitions during the different business stages, particularly during growth stages: from startup to small business; small business to medium business; so on, and so forth.
Similar to all other industries, businesses operating in the call center industry also undergo various transitions. Thus, if you operate in a call center industry, you undergo periodic shifts as per the volume of calls per second and increasing call queue. Following this, the process you follow to handle calls, shift as well. Thus, shifting to the right call center software or buying the one to support all transition phases can assist you to improve the procedures, so you can swiftly go through transition phases without any major roadblocks.
To select the right call center software, you have to do some hard work such as research, comparison of available options, discussion with the call center software provider, probing to know the reliability of the software and provider, both. This initial hard work will help you in the long term when you will smoothly undergo shifts in business stages.
Let me explain some of the call center dialers available in the call center solutions. This will help you understand their functionalities and make the right choice.
Automated call dialers:
Different call center dialers offer different auto dialer to support automated call dialing. There are various call center dialers available to call numbers automatically.
It is also an auto dialer, but it uses predictive technology. The major difference is it is more efficient and productive. It predicts in advance that agents will be available to take the call and it also predicts how many numbers need to get dialed to connect to the human. Thus, it dials numbers in advance and as soon as the agent is available, he has the next call to take.
It is used in many outbound campaigns. It lets you make hundreds of calls concurrently with ease and connect it to the agents. It skips unanswered, disconnected, voicemails, and busy calls. It automatically dials phone numbers from the list without any lag and joins live users to agents. It decreases the downtime up to 300%, which makes it preferred auto dialer in different campaigns.
As the name suggests, it is a manual dialer similar to the one you have on your phone. Your agents get a keypad to enter and manually call the lead. It tends to human errors.
It lets an agent hunt the provided lead list and picks some precise lead he want to call. The auto dialer will make a call as soon as an agent picks up the lead
There are also some more auto dialers available in the call center solutions such as preview dialer, progressive dialer, etc. You need to choose the call center software that offers auto dialers, which you need the most and you will need in the future. Even if you do not need a specific auto dialer as of now, you may need it in the future. Thus, think for the long term while choosing a call center software based on the need for call center dialer.
Author writes on different call center solutions and its different dialers such as predictive dialer, manual dialer, auto dialer, preview dialer, progressive dialer, power dialer, etc. The company also writes about smart call center software and other topics on call center solutions and services.