In contact centers, Automated outbound calling software or cloud-based solutions used to make outgoing calls. Your agents will be able to expedite and automate outbound calling, increasing their efficiency and productivity. A number of outbound dialer types are available to meet your needs, depending on the efficiencies you’re trying to achieve.
Preview Dialer
Agents make use of preview dialing to prepare for the upcoming call by signaling when they’re ready and receiving information about the contact. Upon reviewing the material, the agent can ensure that they have all of the necessary information to resolve the issue.
A dialing method like this is commonly used for sensitive cases and more complex cases. While preview dialing gives agents the best context to interact with customers, it also takes a lot longer than outbound calls.
Preview-All dialers provide agents with a unified view of the upcoming call for personalization. As a result of this functionality, the contact center can also optimize the call list in a way that fits the strengths of each agent.
Progressive Dialer
Similar to preview dialing, progressive dialing lets agents know when they are ready for their next call. As the agent makes the call, the agent receives information about the customer simultaneously. While this speedy outgoing call process saves time for the agents, it leaves them with less time to prepare for the call. When no answer is received, the system moves to the next number. In the process of dialing, no time is wasted.
When your contact center focuses on improving customer service and increasing loyalty, progressive dialing is often used. Progressive dialing is commonly used by sales teams looking to renew or upsell existing customers.
The use of progressive dialers also allows agents to maximize the amount of time they spend on the phone. With these dialers, agents are able to make back-to-back calls at high speeds. As soon as someone answers, the dialer connects agents. A message can be left by agents, or they can hang up and return to the queue if they wish.
Predictive Dialer
Those call centers handling high outbound call volumes can benefit greatly from predictive dialers. Due to the fact that predictive dialers only connect agents once someone answers the phone, they are highly efficient.
Their capability to make multiple calls at once is impressive. Answering a call automatically routes the call to the next available agent. Whenever there is a voicemail message or a busy signal, the software disconnects and moves on to a different number. Once an agent has completed their call, they are disconnected and can be placed back in the queue to wait for the next call.
Once an agent is done with the previous call, a predictive dialing solution connects them to live callers. Using metrics such as average call duration, predictive dialer systems determine when to place the next call. In this system, several numbers are dialed simultaneously until a customer picks up. When the customer does, the system connects the customer to an available agent. Outbound calls using this method are more productive and faster than other methods. However, there is a risk that a live caller will end up on the phone with no one on the other end, which will lead to abandoned calls.
In outbound sales prospecting, telemarketing, market research, and customer service follow-up, predictive dialing is used.
Automated dialers are used for high-volume call centers where cost-per-contact and agent efficiency are priorities.
Power Dialer
Agents do not need to dial out themselves when using power dialers since they are capable of dialing numbers for them. If you add up the saved seconds from not having to dial out manually during each call, you’re saving a lot of time. When compared to the other two types of dialers, using a power dialer is not as fast. This is, however, on purpose.
Using this approach, agents can make quick calls when they are ready. A customer’s account history can be revised, or a script can be rehearsed during this time. Furthermore, power dialers will not ignore voicemails or busy signals. In the event that an agent needs to disconnect or leave a voicemail, they are free to do so.
As soon as an agent becomes available, power dialing will call the following number on the contact list. In the event that the number is not answered, the dialer moves on to the next. Agents are queued up for their next call in order to reduce the time they spend dialing. Power dialing is used by contact centers to improve customer service by ensuring that no call goes unanswered.
Conclusion
Additionally, you need to consider other factors, such as risk mitigation capabilities and CRM integration, when choosing a dialer system for your contact center. Consider your business’ risk and productivity needs when choosing a risk management strategy.