Call centers run various campaigns of inbound, outbound, and mixed calls daily. They use various tools and call center software is one of the most widely used tools in call centers as well as any business that run similar campaigns. There are different types of call center solutions available such as cloud call center solution, omnichannel call center software, etc. Each of this software offers different features. Each feature gets designed and developed to benefit businesses and today we are going to talk about one of as such features of a call center solution, called, Auto Dialers.
What is auto dialer?
It is a feature available in all call center solutions. As per the software, there can be one or more auto dialers. Some of the most popular auto dialers are listed below:
· Predictive dialer
· Preview dialer
· Progressive dialer
· Power dialer
· Auto dialer
Each of this auto dialer works in a specific manner with different work flow and functional capabilities.
How it works?
Each auto dialer works differently. One common rule followed by each is it automatically dials numbers from the list and route call to the agent once connected.
Key benefits of auto dialers:
There are different advantages of this feature of a call center solution. Major pros are explained below:
1. Save time
In process of manual dialing, an agent dials numbers one by one, listen to the dial tone, followed by a call ring, and until it connects to a caller, the process goes on. There are possibilities that for some numbers, he listens to the busy tone, no answer, voicemail, etc. In a nutshell, it wastes a lot of time of an agent.
Auto dialers remove all these additional efforts. It automatically dials numbers and as soon as it is connected to a customer or prospect, it routes it to the agent. It saves a lot of time and other resources as well.
2. Increase talk time
With auto dialers all processes related to calling are automated. Agents just need to take calls and talk to the prospect or customer. Also, auto dialers are very fast in process of dialing numbers. In fact, some types of dialers such as predictive dialers dial multiple numbers at a time to make sure as soon as agent finishes an ongoing call he is connected with another call. This way, this feature of a call center solution makes sure that agents spend more time talking to customers and prospects. Thus, it drastically increase talk time.
3. Increase conversions
In a call center, usually, hundreds of leads need to be contacted and often these leads need to be contacted multiple times. Thus, to increase conversions, call centers need to run the same campaign multiple times. Auto dialers automate these operations to speed up the process. Moreover, it helps in increasing talk time of agents. Thus, ultimately, auto dialers increase conversions.
Auto dialers can be amazingly beneficial if the right auto dialer is used as per the nature of the campaign. A call center must use different auto dialers to assure, which works better for a specific type of campaign.
Author works in a company that offers call center services with SaaS mode, call center software, VICIDial customization, call center CRM integration, VICIDial vTiger integration, and related services in call center industry.