A call center dialer is a type of software that agents use to make and receive calls. Several different types of dialer software exist because although call centers essentially perform the same tasks, the purpose of each one can vary. Here is a breakdown of the different types of dialers that exist in a call center and what their primary functions are.
First let’s explore why call centers use dialing software. Call centers sometimes service different companies or sometimes only one company. Either way, there can be a significant number of agents on the floor. These agents are all making calls all at the same time. At times, one agent can make over 100 calls per day depending on their role. Dialing software helps streamline these workflows to make every agents’ job easier.
Dialing software connects to a phone network. Most call centers use a VoIP network. Lead lists are fed into a dialing software’s database. It then uses VoIP to make calls over the internet. Dialers help agents work more efficiently, allowing them to make calls without having to manually dial each number. This saves agents significant amounts of time. When you consider the fact that many make at least over 50 calls per shift, you can see that the time an agent would spend dialing can add up quickly.
Many functions exist within the call center. Some teams may focus on sales. Others may focus on customer service. Dialers empower agents to perform these tasks as efficiently as possible. Read on to see what the main differences are between the three types of call center dialing solutions and how they help agents maximize their productivity.
A power dialer is a type of dialer that makes calls for agents automatically. When agents make themselves ready to take a call, they can simply click on a button. A power dialer will quickly dial the phone number for them. Settings can be adjusted to bypass voicemails or busy signals to automatically hang up. Since this type of dialer makes calls only when agents are ready, the agent has the time they need to revise a customer’s account. This is useful for calls that require an overview of a customer’s account to gain better context of their situation. This is especially useful for customer service calls regarding complaints or issues. Agents can go over notes and prepare a solution before making a call through a power dialer.
When agents need to make calls back to back in rapid succession, using a progressive dialer helps them accomplish this goal. A progressive dialer will dial a number, connect an agent, then after the agent hangs up, automatically dial out again. This dialer can also bypass voicemails if an agent chooses to, and can also be configured to disconnect when it gets a busy signal. Teams working on a project such as an outbound sales campaign benefit from using progressive dialers because they can reach more people in a shorter timespan. Cold calling in a sales environment may not require much more prep time than a glance at a customer’s name. Scripts can be pre-loaded into a CRM so that agents can get through each call as smoothly as possible.
A predictive dialer is a type of smart dialer because it uses call center data to determine how many calls to make and when to make them. A team of agents trying to make as many outbound calls as possible would benefit from using a predictive dialer because it dials out to as many different numbers as a team has the bandwidth for at a given moment.
For example, if there are 100 agents available on a shift, a predictive dialer would only make up to a certain number of calls at once to avoid placing an answering customer on hold. Predictive dialers then connect an answering customer to an available agent. If you’ve ever answered a phone call and became confused to suddenly hear hold music, it may have been a result of an inefficient predictive dialer.
Some dialers are used by different companies or organizations for mass communication needs. An example of this could be a school that sends out a mass call to parents announcing closures due to bad weather. In a call center environment, companies may use this as a way to send out reminders to customers for different reasons. Some examples include notifications about past due payments or reminders for upcoming due dates.
Sales teams can use this feature to generate inbound leads too. A dialer can call out to hundreds of leads or customers and play a recorded message.
This message can announce a promotion or a limited-time offer and encourage audiences to give the company a call back. Pre-recorded messages can even integrate AI and allow customers to indicate whether or not they would like to speak with an agent at that moment. They can also schedule a callback for a later time that’s more convenient.
LiveVox develops advanced call center solutions which includes smart dialing software. Highly knowledgeable in all things related to the industry, LiveVox has developed their dialing solutions with features that keep federal rules and regulations in mind. You can learn more about the way LiveVox’s Automated Dialing System maximizes call center efficiency by clicking here.