Many people are aware of call centers and what most employees do there. It is almost second nature for the call center agents and those who work in customer-facing departments to pick up the phone and dial phone numbers to contact their clients.
Some call centers only handle inbound calls, while others do outbound calls, typically for marketing campaigns. The outbound calls to prospective customers are done automatically using an intuitive program called auto dialers.
What are auto dialers?
A call center uses different software to process its tasks, one of which is an auto dialer. An auto dialer is a software that automatically dials phone numbers from a prepared list. You can click here to learn more. Once the called party answers, the program connects to a pre-recorded message or connects the call to an available agent.
Auto dialers are not only employed at call centers. They are used in various work settings that entail plenty of repetitive phone calls, including education, hospitality, healthcare, and sales. The program eliminates the need to dial phone numbers manually. Instead, users can focus more on the content and message delivery.
Various types of auto dialers
Listed below are the different kinds of auto dialers. Each one has its set of features and benefits. If you are handling inbound or outbound calls, ensure that you choose the auto dialer that will support your business function.
- Preview dialer. The program offers users the option to skip or place an outbound call. However, there are preview dialers that will automatically call the following number without giving an option to the user. A preview dialer applies to situations where users need to preview information about a person they want to call. With a preview dialer, the caller can have time to prepare and personalize their customer interaction, whether it is a follow-up message or a discovery call.
A preview dialer is suited to smaller operations, where the callers handle complex customer situations, choose quality over quantity, or require more knowledge about the customer.
- Progressive or power dialer. This system does not allow the user to decide whether to place the next call or not. Instead, it automatically puts the next call when the preceding one ends. Users of progressive dialers focus more on quantity. For agencies that need to connect with many customers, choose a power dialer.
- Predictive dialer. A predictive dialer has a pacing algorithm and determines when the user will finish their current call. It places the next call before the agent reaches the sales call script’s end. The predictive dialer is the most efficient program when the job requires connecting with as many people as possible. But this tool is not suitable for projects where there is a need for more detailed conversations, especially those requiring more background research.
It is vital to choose the right auto dialer that fits the customer service you offer. Check the features and select the program that you can customize. Likewise, ensure that the software provides security features, explicitly protecting private information.