Do you know the secret to customer retention? Providing proactive customer service and adding value to their lives is the only way to win their trust. The good news is that some software – like auto-dialers – make the job easy for you.
There are different types of dialers, and you can use any of them per your requirements. They automate the process of making calls while also reducing agents’ efforts, resulting in more sales.
In this article, we will study the different types of dialers and how they can help you reach out to more people. Firstly, let’s start with a definition.
What is A Dialer?
A dialer is a piece of call center software that automates sending outbound calls and documenting the outcomes of these calls. Plus, the best modern dialers can send out the campaigns like SMS, broadcasting, and voicemails.
Auto-dialers make it easy for agents to handle a large volume of calls. Besides that, they minimize cold transfers, save time, and improve customer experience. Call center dialers have evolved, and now they have multiple outstanding features.
What Are the Different Kinds of Dialer?
There are four main types of dialers:
Preview Dialers
This dialer is best for the calls that require preparation in advance from the agents. For instance, complex issues like legal requirements.
The preview dialer collates the customer’s existing data and provides all that information to the agent. This helps agents offer a more personalized experience to the customer and is an ideal option for a b2b sales campaign. Furthermore, the agent can also decide whether to call a particular prospect or not by looking at the previous data available.
Advantages
- Provide a more personalized experience
- Best for dealing with customer issues
Disadvantage
- Lower agent’s productivity
Predictive Dialers
Predictive dialers have an intelligent algorithm that predicts data like the best time to initiate calls, agent’s availability, and average time spent on the call.
It also displays the customer’s connectivity status like call answered, line busy, call abandoned, etc. Only when a user answers the call is it connected with the agent. These dialers reduce the agent’s idle time and are best for large businesses. However, the performance of a predictive dialer depends upon the following factors:
- Call drop ratio
- Agent’s wait time
- Max pacing ratio
Advantages
- Adjustable to business needs
- Reduce idle time
- Best for large organizations
Disadvantage
- Improper dialing rates can badly impact an agent’s motivation
Progressive Dialers
Progressive dialers are a bit different than other types and only initiate calls when the agent is not already engaged in a call. When agents get free from the first call, the dialer places the second call after a few seconds’ break. So, agents can relax and get ready for another call during this break.
It costs less than other auto-dialers and is the best option for organizations looking for a budget-friendly dialer.
Advantages
- Lower call abandonment rate
- Boosts agent’s productivity
- Better customer engagement
Disadvantage
- Lower dialing rate & reach than the predictive dialer
Power Dialers
If you have a small or mid-sized organization, then a power dialer is the best option. It focuses on dealing with one call at a time and provides a more personalized experience; hence, best for earning customers’ trust.
Furthermore, it dials numbers from a predetermined phone list and initiates a second call only when the first call has ended. Depending on the provider you are using, there may be some variations in the features of a power dialer.
Advantages
- Saves time
- Drastically improve your productivity
- Best for small and mid-sized organizations
Disadvantage
- Reach fewer prospects as compared to auto-dialers
What Are the Benefits of Using a Dialer?
Now, as you are clear about the main types of dialers, let’s move toward their benefit:
Reduce Idle Time
Manual dialling is not only time-consuming but also increases the risk of errors. Besides, the agent has to wait while a call is being connected. Using an automatic dialer in an outbound call center is a real game-changer.
It automatically dials the numbers and acknowledges whether the caller is available or not. If the caller is unavailable, it moves towards the next caller in the queue. This way, agents’ time is saved. Hence, they can handle more calls.
Better Lead Conversion Ratio
Call center software like power dialers provides exclusive customer data like their previous call history, issues, etc. So you can handle them in a better way.
The intelligent algorithm of auto-dialers assists agents in dealing with prospects better, leading to high sales.
Real-Time Monitoring & Reporting
Another great advantage of auto dialer software is that they provide customizable dashboards and reports. It comes in handy to analyze current problems and make better decisions for the future.
Conclusion
Auto dialers are a necessity for every outbound call center. The common types of dialers include preview dialer, progressive dialer, power dialer, and predictive dialer. They simplify the process of handling a large volume of calls while simultaneously reducing the operational costs!
