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What is a Call Center Dialer?


A call center dialer is an application that automates outgoing calls. It comes in different types, all configurable and generally integrated with your CRM system.

A call center dialer is one of the best tools you can have when making a lot of outgoing calls. It is not just a dialer for call centers. It can potentially improve the productivity of your agent or salesperson. If you are a new business with only a handful of employees or a large operation, you can benefit from using a call center dialer.

The key is choosing the best type of marker for your needs.

 

Call center dialer types

Manual marker - This is the most basic marker. These days, a manual dialer is hardly used in a call center setup, as it is the least efficient way to run outbound calling campaigns. All you need here is the keyboard (on your phone or monitor) and your fingers. Find the phone number you want to reach and start dialing. Manual dialer is best for very small operations dealing with low call volumes.

Preview Dialer or Power Dialer: The term "power dialer" has actually been used loosely to refer to all types of call center dialers. However, technically, the power marker is the preview marker, the first level in automatic dialing.

A preview marker is a click-to-call marker that allows you to preview contact details before dialing. You initiate one-click dialing, saving you the time it takes to dial individual phone numbers.

You have the option of pre-screening leads and queuing your outgoing calls. This feature is perfect when you are using lead scoring and you need to prioritize the best leads to call.

A preview dialer also allows you to prepare for your calls, which is ideal when making B2B sales calls or dealing with important accounts. Pause and take some time to get to know your potential customers. In this way, your approach is information-driven and personalized.

Predictive dialer - Predictive dialer is the best dialer for mass outbound calling campaigns and is commonly used in call centers. Think of a telecommunications agent calling to see if you switch to him. They need to go through a long list of phone users; And the predictive dialer is the best way to do it.

 

The predictive dialer automatically dials from a selected database and uses an algorithm to predict agent availability. It takes into account the number of agents, the average duration of the calls, the nature of the calls, the time of day and the algorithm to determine the number of calls to initiate at the same time. Once a live person answers on the other line, the predictive dialer transfers the call to an available agent. This minimizes downtime, but runs the risk of calls being dropped due to call transfer delays.

Imagine being the person on the other line and no one responds when you say "hello." You will hang up the call, right? This is a risk in predictive dialers that can be prevented when using accurate and representative data.

Progressive dialer: When your customers are B2B or you have quality leads, the best way to go through a long list of leads is the progressive dialer. Like its predictive counterpart, the progressive dialer automatically dials from its database. However, it only does so when you indicate your availability. It then filters calls that received busy signals, modem signals, and did not answer. The agent has to be the one to determine between a live person and an answering machine. After the call status has been updated, the dialer moves to the next number in the database.

While not as efficient as the predictive dialer, the progressive dialer offers more freedom to make personalized quality calls. It's less than an agent's talk time per hour; and more on how to minimize downtime between quality calls.

 

Which Call Center Dialer Is Best For You?

When it's time to enter the world of automatic dialing, pause for a bit and step back. What works best for one company may not be the best fit for yours. Take a look at your operations and evaluate the call center dialer that best suits your needs.

Are you making outgoing calls? This is typical for special offers on consumer items, such as cable subscriptions. So you could benefit from a predictive dialer. Just make sure you've collected enough data first. This ensures efficient call distribution and fewer abandoned calls.

If your calls are often to warm up leads and you end up closing the deal, use a dialer that gives plenty of room for quality interactions. Progressive and preview markers are good options. Or, you can choose a combination of markers like CallMaker through a platform that allows multiple types of markers.



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