A large number of businesses these days prefer to have their own call centers instead of outsourcing one. It is mainly due to the reduced cost of cloud-based software systems. One such system that makes call center processes smooth and easy to handle is the auto dialer software. Yes, an auto dialer solution can help businesses to streamline their outreach practices while ensuring compliance with pre-defined federal regulations.
Earlier call centers used to have manual dialing system, which was quite hectic, lengthy, time-consuming, and not so efficient as agents spend most of their time in searching, dialing, and re-dialing in case of busy tones, wrong numbers, and answering machines, than actually talking on the call. With the introduction of auto dialers, the advanced call center software, call center process has become more efficient. The auto dialer system simplifies and speeds up outbound call campaigns by dialing numbers automatically in sequence.
Brief about Auto Dialer System
As mentioned above, the auto dialer is a software that automatically dials numbers for agents. When the recipient answers the call, the auto dialer either plays an IVR or connects the call to a live representative. The best thing about auto dialer software is that it can easily detect unanswered calls, voicemails, answering machines, busy tones, and disconnected calls. The call will be transferred automatically to an available agent or a pre-recorded message will be played only when the call is answered by a live person.
As auto dialers do their job of sequentially dialing through a preexisting list, agents can focus working on other important aspects to improve their efficiency and productivity. Altogether, auto dialers provide several significant benefits for call centers such as:Increased dial rates
Improved efficiency
Facilitate supervisor monitoring
Reduced negative call results including no answers, busy dial-tones, voicemails, etc.
Increased conversion ratios
Key Features of Top Auto Dialers
An auto dialer system must have certain features that can help enhance agent’s performance and assist call centers to meet important KPIs like handle time, reduced after-call work time, occupancy rate, and most importantly customer satisfaction. Below mentioned are some of the key features that the best auto dialer systems must include:
Dialing Modes: To increase the efficiency of inbound and outbound call centers, auto dialers are available in several dialing modes, such as:
Predictive Dialers: A predictive dialer uses machine learning technology to determine when an agent is free to take a call.
Power Dialers: Power dialers dial numbers sequentially through a calling list at a constant pace.
Progressive Dialers: The system provides all the important details about the caller to the agents while on the call.
CRM Software Integration: Customer relationship management or CRM software provides agents information about previous outbound calls and also helps them to track account details or any special offers. Once the call ends, the agent selects a reason, and this data is synced in the CRM. In the case of inbound calls, the software helps agents to match the dial-in information with an existing CRM contact to facilitate all the vital information.
Call Recording and Monitoring: Call recording and monitoring feature helps managers and supervisors to listen to a pre-recorded or an ongoing call. It will further help them to provide feedback to the agents and implement new ways to improve their performance in real-time. The feature can also be used to provide training to the agents with whisper coaching, which means management can guide the agent without the customer being able to hear when they are on a call. Ultimately, it helps to improve the overall customer service experience.
All these features make auto dialers a great choice for call center businesses. By implementing the auto dialer software solution, call centers can increase an agent’s talk time, reduce an agent’s idle time, and improve overall customer experience. Many businesses even opt for hosted auto dialers to enhance their outbound call center operations by leveraging cloud-based technologies. These hosted auto dialers even help call centers to transfer calls to a number of devices, run several marketing campaigns, update contact lists, and generate reports based on real-time data.
Conclusion:
It would be correct to say that auto dialers have become the need for call centers to succeed in today’s competitive era. It not only ensures maximizing contact time and connecting with customers but also assures enhanced customer satisfaction and increased ROI. Therefore, if you are considering opening a call center, it is advisable to opt for an auto dialer that comprises all the features and functionality that your agents will need to improve the customer experience.
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