June 3, 2022

Which Dialer is Best for Cold Calling?

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Which Dialer is Best for Cold Calling?

Making calls is a critical part of any contact center. In order to make the most of your agents’ time, you need the right dialer for cold calling. There are many different dialers on the market, so it can be difficult to decide which one is right for your business. In this blog post, we will outline the benefits of dialer software, discuss the features of each type, and help you decide which one is best for your business.

Dialer for cold calling: What to consider

Contact centers have a lot of different options when it comes to dialers. The most important thing is to find one that meets the specific needs of your business. Here are some things to consider when choosing a dialer for cold calling:

Ease of use

You want a dialer that is easy for your agents to use so they can make more calls and be more productive. Look for a dialer with an intuitive interface that is easy to navigate. 

Call quality

The dialer you choose should provide clear call quality so that your agents can have productive conversations with customers. There’s nothing more frustrating for an agent or customer than poor phone quality. Not only does it disrupt agent productivity, but it creates a poor experience for your customer. A negative interaction like this can affect how customers view your entire business going forward.

Integration

A great dialer for cold calling should be able to integrate with your existing systems so that you can manage all of your customer interactions in one place.  This includes things like your CRM, help desk, and live chat. Dialers help your business save time. If you have to manually set up your system and constantly check if it’s integrating well with your other systems, it’s a counterproductive investment.

Customer support

When you’re running a contact center, you need to be able to rely on your dialer provider for customer support. Things will inevitably go wrong, so you want to make sure that you have a team of experts who can help you resolve any issues quickly. 

Types of dialers

There are two main types of dialers: manual dialers and automatic dialers. Manual dialers are the most basic type of dialer and require your agents to manually dial each number. Automatic dialers are more advanced and can dial multiple numbers simultaneously. A manual dialer is not the best type of dialer for cold calling because it requires a lot of work for your agents.

The best options for cold calling fall under the automatic dialer category. There are three common types of outbound dialer types: Predictive, progressive, and power. Here’s a quick breakdown of each.

The best dialer options for cold calling fall under the automatic dialer category.

Predictive dialers: Predictive dialers are automated dialing systems that make calls for your agents. They can help improve productivity by making more calls and connecting your agents with customers who are ready to talk.

Progressive dialers: Progressive dialers are similar to predictive dialers, but they only dial one number at a time. This allows your agents to have more control over the calls they make and ensures that they only speak with customers who are available.

Power dialers: Also referred to as preview dialers. Power dialers are high-speed dialing systems that can make hundreds of calls per hour. They are often used in high-volume call centers where agents need to make a large number of calls.

If you’re looking for a dialer for cold calling that is easy to use and provides clear call quality, then a predictive dialer may be the best option for your business. If you want more control over the calls your agents make, then a progressive dialer may be a better choice. And if you need to make a large number of calls, then a power dialer may be the best option. All of these dialers are great for cold calling, depending on your business needs. Let’s dive further into each type of dialer and its benefits.

Predictive dialers

A predictive dialer is an automatic phone dialer system that makes phone calls before an agent is available. The dialer makes multiple calls across lines and either hangs up when it reaches an answering machine or leaves a message. When a live person is detected on the phone, the dialer connects the right agent to the line. 

A predictive dialer is designed to increase agent efficiency by calling as many leads as possible. Predictive dialing systems screen out busy signals, unanswered calls, disconnected lines, and fax machines, and use answering machine detection. This minimizes the number of abandoned calls, so agents get more time with customers.

Predictive dialer benefits 

Increased employee productivity: Less agent downtime equals more one-on-one customer time. Predictive dialers use algorithms to determine call duration and assign it automatically to a specific agent.

Improved lead generation: Predictive dialers help increase the number of calls made while also improving the quality of calls. When agents can answer more calls, there’s a higher probability that they can convert more leads.

More closed sales: More leads mean more opportunities for closed sales. Your agents can spend their time on what matters for your company: closing sales.

Progressive dialers

With a progressive dialer, every agent is sent a new call as soon as they’re available and the agent receives the customer’s information as the call is being made. This speeds up the outgoing call process but gives less time for the agents to prepare. If a number is called and there is no answer, the system moves on to the next number. Because calls are only pushed through to an agent when a live human answers, there’s no time wasted receiving busy signals or getting sent to voicemail.

Progressive dialers speed up the cold calling process.

Progressive dialer benefits

Increased agent efficiency: Progressive dialers help connect more customers than an agent would dial manually and avoid many failed calls or retry calling a customer whose number is busy or not available for any other reason. This increases agent efficiency by getting more successful connection rates than what would be possible otherwise dialed manually.

Fewer hang-ups: Since there’s always an agent to handle a customer, this reduces the chances of unnecessarily long wait times, resulting in fewer hang-ups.

Hands-on customer service: By following a customer-friendly approach, these dialers don’t make customers wait on the line because the dialer only calls the next number when an agent is free.

Progressive dialing is often used if the focus of your contact center is improved customer service and increased loyalty. You will see progressive dialing used for sales teams looking to renew or upsell current customers. It’s best suited to scripted calls that don’t require a high degree of personalization.

Power dialers

Also called a preview dialer, a power dialer gives agents the power to auto-dial a call when they’re ready after reviewing the customer’s information first. It displays a customer’s record before dialing their phone number. Agents use this tool to get helpful information about a customer and their previous interactions before talking with them on the phone. A power dialer enables agents to create a personalized and effective customer experience.

Power dialer benefits

More time to reset: Using a progressive dialer for cold calling empowers agents with more time to focus on their respondents, so they can collect relevant information about them before making a call.

Personalized customer service: When agents have access to customer information before and during a call, it creates a much more personal experience for the customer. Not only does it make customers feel heard, but it also ensures that customers don’t have to repeat information that they’ve already provided a business. 

Higher sales conversions: Since power dialers go through a contact list one by one, your agents are always present at the moment a call is connected. This guarantees that you don’t miss any leads because of delays which cause customers to hang up calls before an agent can get on the line. When your agents connect with more leads, it results in more sales.

Because power dialers can only dial one number at a time and require a pause for agents to review leads first, they’re the slowest option of the auto-dialers and not best as a dialer for cold calling.

So, which dialer is the best for cold calling?

Given all of the benefits outlined above, a predictive dialer is the best dialer for cold calling. Especially if speed and agent efficiency is the top priority. 

Now that you know about the different types of dialers, it’s ultimately up to you to decide which one is right for your business. Consider the needs of your contact center and choose a dialer that will help your agents be more productive and provide the best possible customer experience.

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About LiveVox

LiveVox (Nasdaq: LVOX) is a next generation contact center platform that powers more than 14 billion omnichannel interactions a year. By seamlessly unifying blended omnichannel communications, CRM, AI, and WEM capabilities, the Company’s technology delivers exceptional agent and customer experiences, while helping to mitigate compliance risk. With 20 years of cloud experience and expertise, LiveVox’s CCaaS 2.0 platform is at the forefront of cloud contact center innovation. The Company has more than 650 global employees and is headquartered in San Francisco, with offices in Atlanta; Columbus; Denver; New York City; St. Louis; Medellin, Colombia; and Bangalore, India. To stay up to date with everything LiveVox, follow us at @LiveVox or visit livevox.com.

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