Importance of Auto Dialers in Call Centers


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Importance of Auto Dialers in Call Centers


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Outbound campaigns are common in all call centers. Whether to generate sales or to delight customer outbound campaigns are executed in call centers. According to a study, just 15 out of 100 calls are positively answered. Thus, call centers need to increase reach and connect with more and more leads or customers. Here come auto dialers of intelligent call center software in the picture.

Each call center solution offers an auto dialer feature. However, intelligent software has more types of auto dialers to benefits call centers. In this article, I will share the importance of auto dialers in general. It means this article does not specify the importance of predictive dialer or preview dialer. In general, it shares why auto dialers are necessary and how it benefits call centers.

Let’s delve deeper to explore why auto dialers are essential:

1. Increase reach

As mentioned earlier, only 15 out of 100 calls are useful. It means call centers relying on outbound calling needs to increase their reach. They need to dial more numbers and reach more contacts. Auto dialers automate the whole process of dialing a lead:

·         Fetch the number from the lead list

·         Dial the number

·         Ignore the numbers connected to an IVR or voicemail

·         Route the calls attended by humans to agents

All these happen in 10x times faster than the manual dialing system. This helps in reaching more leads and increasing goal conversions. Thus, to reach more leads, call centers need to use auto dialers of intelligent call center software

2. Increase productivity

Auto dialers only pass the calls to agents, which are connected to the humans. This means agents do not need to waste time listening to call rings or caller tunes, busy tones, IVR, answering machines, etc. Moreover, some auto dialers available in the intelligent call center software makes sure as soon as the agent finishes the ongoing call, he has the next call to attend. All these help in increasing the productivity of agents up to 300%. It clearly indicates the importance of auto dialers in any call center.

3. Remove roadblocks

If you use an intelligent call center solution, then be assured that its auto dialers are developed with intelligent algorithms. Thus, it helps in removing many roadblocks such as:

·         It sets a calling ratio in a way that agents’ idle time can be minimized. Moreover, the call drop ratio is also minimized. It means agents get enough work, but customers do not need to listen to IVR once attended the call.

·         It makes sure all leads are reached. It means if there is any number, which is busy or not answering in the first attempt, auto dialers will try multiple times to reach that customer or lead. It assures no lead stay unreached or not-contacted.

·         It automatically attends callback requests as per the given time to increase lead conversion and customer satisfaction

In many more ways, auto dialers assure that resources are preserved and results are doubles in the call centers. Thus, any call center running any type of outbound campaigns should use auto dialers.

Author Bio

Author works in a company that offers PC dialer, intelligent call center software, mobile SIP dialer, video conferencing solution, and many other solutions. It also offers various trending services.


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Ethan Jones

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