What is a Dialer and what are the types of Dialers

Dialer is an application used in call centers to automate the process of dialing external phone numbers so that agents can handle certain calls selectively. Well, since call centers want to increase productivity per agent they have hired, they control the time an agent spends talking to a potential customer. Therefore, when agents are provided with a database and asked to call multiple prospects, it is noted that the effective time spent talking to customers is very low as many calls are not answered, answered by fax machines, busy, etc. Therefore, agents spend more time dialing numbers than talking. That's why many outbound call centers employ dialers that automatically dial phone numbers on behalf of agents, to increase their efficiency, which is sometimes measured in talk time per hour (TTH).

Types of Dialer’s:

Manual dialer: there is a telephone, there is a telephone line connected to it. So the agents just pick up the phone and start dialing themselves! This has been found to be the least efficient way to run outbound calling campaigns in larger call centers (based on Talk Time per hour values). But we'll tell you one thing: this is the cheapest way for a very small call center / office!

Preview markup - This is the first level of marker automation. There is a database on a PC and the agent selects which number to dial, and perhaps clicks on the contact (or uses some other button) so the system will automatically dial the call and the agent does not have to dial. A keyboard. Depending on the response, the agent talks to the person on the other end or manually disconnects the call if there is an answering machine, fax, busy signal, or no answer. The agent must manually update the records after the call.

 

Predictive dialing: A predictive dialer consists of a dialing algorithm that "predicts" when an agent will be available and the predictive dialer will automatically place calls based on the prediction above so that it is ready to connect to agent workstations when there is a response from a contact in alive.

The effectiveness of a predictive dialer depends on many factors, such as the size of the call centers (number of agents), the duration of an average call, the sophistication of the prediction algorithm, the tme of day, the type of work, etc.

If a call is ready (based on the prediction algorithm) and no agent is available, the predictive dialer automatically ends the call, resulting in the call being abandoned.

A predictive dialer automatically identifies answeringmachines based on the duration of the answer immediately after the call is answered: if it's a short "hello," it's probably a live contact, if there's a longer answer, it's probably a answering machine from CallMaker. Some predictive dialers use frequency detection of the voice answering the call to identify whether it is a live contact (person) or an answering machine, which is more effective.