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What Is A Call Center Auto Dialer?

Understanding a Call Center Auto Dialer

What Is A Call Center Auto Dialer

Why Does A Business Need Call Center Auto Dialers?

Many businesses are setting up their own call centers instead of outsourcing. This is due in part to the low cost of cloud-based auto dialer software and their subscription-based model.
If you’re employed in any department that deals with customers, you’re likely familiar with dialing the phone, calling a random string of numbers and hoping to have the desired conversation. It’s just routine at this moment, don’t you think?
Although you may not think twice about the act of making an outbound phone call to your customer, have you taken the time to consider how much time you’d have saved if a machine performed the job for you? If not, you should put your phone down. Since such a machine is already in existence – it’s known as an “auto dialer”. This article will describe what is a call center Auto Dialer? and how software for auto dialers assists call centers to scale.

Table of Contents

How Does An Auto Dialer Work

What Is A Call Center Auto Dialer?

What Is A Call Center Auto Dialer? The call center Auto Dialer is a software program that dials numbers automatically for calls that are outbound and thus removing the users (typically agents in call centers) from having to manually dial numbers manually. Auto dialers come with basic capabilities. They dial automatically and can tell if calls were answered by a human or answering machine, and they are able to play a recorded message or connect calls to agents for them to take over the call.
Auto dialers are employed by call centers that are outbound for service or sales calls. Because of the ease of the system as well as affordable costs for implementation They can also be located in small companies or in doctor’s offices as well as schools. Any parent likely received an automated call to remind them of late start times or informing them of snow days.

How Does An Auto Dialer Work?

Auto dialers, as their name implies, will automatically dial the contacts, making it unnecessary to perform manual dialing. When the number is dialed the auto dialing system can determine if the call has been received by an answering device, or if it is answered by a real person, or in case the line is full. When the voice detector has identified who answered the call, it will transfer the call to a live agent, or provide a list of choices to the person who answers the call, play a recorded message, or leave a voice message.

Benefits of an Auto Dialer

  1. Advertising: Auto dialers help to efficiently run marketing campaigns by making sure that agents pay attention to leads that have higher conversion percentages.

  2. Ensures 100% Utilization of Agents’ Call Time: In comparison to manual dialing an auto dialer allows your to maximize the most effective use of the agent’s time on the phone. In addition, by reducing idle time agents will become more productive and can increase the ratio of call to connect.

  3. Keep Constant Interaction With Customers: The main goal contact centers must pursue is interaction with customers. This is where an excellent auto dialer software can be of great help. Instead of focusing on unnecessary tasks, agents can focus on answering calls.

Weaknesses of an Auto Dialer

  • It does not check to see if an agent is available, leading to dropped calls.
  • It needs more than a few outbound calling agents.
  • It causes a short wait time before the agents connect to the call.
  • It does not always correctly detect answering machines.

What are Pros and Cons of Using an Auto Dialer

Pros of auto dialer

If you’ve learned the meaning of an auto dialer and how it functions Let’s take a look at the benefits of making use of it.
1. Expedite outbound calling
  • Without auto dialers, your agents need to put a lot of extra time and effort to manually and sequentially dial each telephone number when they want to make a call. Also, it takes more time and it is somewhat difficult for people to differentiate between a productive and unproductive number. Because of this, auto dialer software can help your company to boost the efficiency of your operations by dialing telephone numbers and doing automatic calling of your agents.

    Auto dialers also route only those calls that were answered to live agents. This makes it easier for agents to focus only on making a personalized customer experience and improving customer engagement. Some types of auto dialers can also boost agent productivity by increasing their call connection ratio.
2. Reduce agent idle time
  • Progressive and preview dialers are a type of auto dialing software that make outbound calls using a one-to-one ratio, while predictive dialers are designed to ensure that the agents are handling more calls in a short amount of time. Most auto dialers use predictive algorithms to decide what is the right time to initiate the outbound call.

    Because of this, auto dialers dial the numbers before an agent becomes available to handle the next call. Many companies using auto dialers these days can leverage predictive dialers to increase the talk time of their agents and customers and to reduce agent idle time. The auto dialers can also make agents productive by allowing them the option to only handle connected calls.
3. Boost Sales
  • Preview dialers allow agents to access up-to-date information about the customer or lead before interacting with them. The information then helps the agent to decide how to personalize the conversation before handling the specific call.

    Those personalized interactions between the agent and the customer or leader make it easier for agents to keep the leads engaged and possibly convert them into customers. Many companies use the power of preview dialers to increase their revenue by converting leads of a certain value into customers.

Cons of auto dialers

While auto dialers can be fantastic, there are certain disadvantages you should take into consideration. Let’s examine these.
1. Predictive algorithm can fail
  • Most predictive dialers use algorithms to determine when an agent will be available to handle the next outbound call because only then can auto dialer software help ensure that the agent is handling the biggest number of possible leads.

    However, the algorithm often makes the dialer make new calls without actually checking agent availability. Sometimes, customers disconnect the call when their calls are still there in the queue, which could be a problem.
2.  Additional staff requirements
  • Auto dialers call customers sequentially and route answered calls to the next available agent. However, since most companies rely on predictive dialers and their algorithms to decide when to initiate the next call, a company needs to have enough agents to actually leverage the power of predictive dialers to its full capacity. Auto dialer software cannot run outbound voice campaigns efficiently with just a few agents.
3. Inability to accurately detect calls
  • In theory, auto dialers detect answering machines, voicemails and numbers that do not go through by using voice recognition technologies. They use the technology to only route connected calls to the live agents.

    However, many auto dialer software just use basic voice recognition technology. This type of technology sometimes does not differentiate between human beings and answering machine calls. It sometimes can route voicemails or answering machines to live agents.

Are auto dialers illegal?

The use of automatic dialers is legally permissible so long as you’re in compliance with federal regulations and state laws. These laws change frequently and it is important to be aware of them to ensure you’re legally making calls.
Are auto dialers illegal

Conclusion

In the era of fast-growing technology and cloud computing businesses that want to expand and gain an advantage in its market and gain an edge, it should also search for a product which gives its customers a pleasant experience. It is crucial to choose the right product that will scale to meet the demands of the business.

Frequently Asked Questions

There are several kinds of dialers outbound call centers can utilize, depending on its objectives. For instance, one company may require a dialer for high-volume outbound calls to promote sales and marketing for instance, while another may need it to monitor customer information using a CRM or customer experience management system.

The Different Types of Dialer for Call Centers Are:

  1. Auto Dialer
  2. Power Dialer
  3. Predictive Dialer
  4. Progressive Dialer
  5. Preview Dialer

Auto dialers are known for their ability to manage the load in assigning calls connected to the available agents and predictive dialers are the most popular choice for campaigns that seek to increase connectivity.

Predictive dialer software puts calls a few seconds prior to the time an agent has completed his previous phone call. It does this by estimating the agent’s time and its availability. Auto dialers, on the other hand, will dial it by dialing the “x” number of contacts and connect the calls answered to an agent who is available.

When you configure the auto dialer’s call rates per agent, the predictive dialer calculates and sets the dial rate based upon the number of agents, the call duration, and so on.

An auto dialer is ideal for teams that have less than eight people and campaigns that have small contact lists. Software for predictive dialing is great for teams that have at least eight people, and campaigns that require high volume of calls and quick turnaround times.

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