As a contact center manager, you are constantly looking for ways to improve the efficiency of your agents and operations. One way to do this is by implementing a dialer in your contact center.
How does a dialer system work?
A dialer, also known as an auto dialer or predictive dialer, is a software system that automatically dials a list of phone numbers and connects live calls to agents. By automating the dialing process, dialers can increase the number of calls made per hour and improve the overall efficiency of your agents.
One of the major benefits of a dialer is the increase in call volume. Dialers use advanced algorithms to predict when agents will be available to take the next call, so they can automatically dial the next number on the list. This means that agents spend less time waiting for the next call, and more time on the phone with customers. This results in an increase in the number of calls made per hour, which can significantly boost your contact center’s productivity and revenue.
What are the different types of dialers?
There are different types of dialers such as
- Power dialer
- Progressive dialer
- Preview dialer
- Predictive dialer
These offer various functionality and are useful depending on what your operational target is. In other words, the different types are useful depending on the situation.
For example, a predictive dialer keeps track of both agent performance as well as agent availability to steer the pace of calls made. This dialer mode makes several calls simultaneously and is able to understand if it reaches a human or a voice machine and then only puts the call through to an agent if a human picked up.
A preview dialer on the other hand starts dialing the next call when it detects that the agent is getting close to ending the current call. Saving down-time between calls.
The most important thing to think about when choosing a dialer provider is ensuring they offer efficient dialer modes that fit your needs.
Increased agent efficiency with a dialer solution
Another benefit of a dialer is improved customer experience. Dialers can be configured to recognize answering machines and disconnected numbers, so that agents are only connected to live calls. This means that agents spend less time on unproductive calls, and more time on calls that are likely to result in a sale or resolution. This results in a higher call completion rate, which can improve customer satisfaction and loyalty.
Dialers also help in managing contact lists and data. Dialers can automatically import and export lists, and can even collect data through API. This makes it easy to manage and update your contact lists, and to target specific groups of customers. This can help you to reach the right customers at the right time, which can improve your chances of making a sale or resolving a customer issue.
They also help in managing redial attempts. If a customer is not available on the first call, dialers can automatically redial the number at a later time, thus increasing the chances of connecting with the customer.
In addition to these benefits, dialers can also help to improve the performance of your call center by providing clear information about contact cards and supporting inbound and outbound telemarketing campaigns. With the right configuration, a dialer can help your agents to double their call time and reach even more customers.
Reach more customers
In conclusion, implementing a dialer in your contact center can bring a multitude of benefits to your business. From increasing efficiency and productivity to providing a better customer experience, a dialer can help your business to reach more customers, make more sales, and resolve more issues. It can also help you to manage your contact lists and data effectively, and boost the performance of your call center. If you’re looking to improve the efficiency of your agents and operations, consider investing in a dialer today.