A dialer system can enhance the productivity of a call center significantly. If the call center agent spends the majority of their time tangled in dialing numbers. Call center dialer systems can help businesses overcome this challenge.
Choosing a call center software with the right dialer system is essential to boost business efficiency. With multiple options available in the market, it can be overwhelming for you to pick the right one.
What is the role of a dialer in a call center system software?
A dialer system for call centers serves as a tool to automate the process of inbound and outbound calls. It automatically dials the contact number to connect the prospect to a live agent.
The call center dialer system enhances the efficiency of cold calling and improves the customer service experience. Some dialer systems also provide analytics using the collected data from calling.
A good dialer system enables businesses to reduce the time spent on dialing. It dials the next number on the queue as soon as the previous call terminates. In case, a prospect does not pick up a call, the dialer skips to the next number on the list. Some of the call center dialer systems also integrate the collected data into the existing CRM of the business.
Types of Call Center Dialer Systems:
Call center system software usually offers the following types of dialer systems:
Autodialer systems are the best choice for businesses aiming to increase their lead generation ratio through outbound calls. It is a scalable solution that automates the outbound calling process as per a predefined set of lists.
Autodialer also provides real-time call monitoring and automates call scheduling. It also eases the flow of calls by asking for IVR inputs. It also redirects the call to the right agent through call routing. Therefore, this type of call center dialer system plays a significant role in improving operational efficiency.
A predictive dialer provides multiple dialing modes to enhance the call connect ratio for outbound calls. It eliminates time wastage by weeding out busy tones, no signals, voice mail, and disconnected calls. Auto dialing the numbers as per list and skipping no answer calls, a predictive dialer improves agent efficiency.
When a call center software system handles a large volume of outbound calls its productivity by filtering answerable calls. It is a great choice for businesses desiring to increase outreach for campaigns and sales.
A preview dialer serves as an intelligent dialer system that filters the contact list to provide the contacts that fit into the buyer persona of the business. It provides the agent with information about the contact thereby helping them to personalize their pitch.
A progressive dialer autodials the contacts sequentially to connect the live agent to the prospect available at the moment. While it keeps the agent busy with continuous calls, it fails to improve the conversion ratio.
The reason behind this is its feature of skipping unreachable, no signal, and busy tones and not redialing those contacts later.
Call center software with a progressive dialer is suitable for small and medium-sized businesses. It comes with the advantage of reducing abandoned calls as it stops calling if the agents are not available.
Factors to consider while choosing the best dialer for the call center:
Choosing the best dialer system is essential to ensure a good customer service experience as well as to maximize the agents’ performance. Here are a few pointers that will help you to shortlist and finally select the best dialer for a call center.
Analyzing the purpose of the dialer as per your call needs will help you in choosing the best-fit dialer type for your business. For instance, if the purpose of the call center software is debt collection, you must choose a preview dialer. For maximizing outreach for your marketing campaign, a predictive dialer is the best fit.
Number of Agents:
The number of agents must be considered while choosing the dialer system for the call system. If you have a few agents, you can maximize the output with a preview dialer. Similarly, you have a large number of agents, a progressive dialer helps in maximizing agent performance.
When choosing the best dialer for a call center, it is essential to create a customer persona. If the customer is very specific, opting for an autodialer produces a satisfactory result. However, if the customer persona is diverse, a preview dialer works best for providing sufficient customer information to the agent.
Call center dialer systems come with a variety of features such as:
- Interactive Voice Response (IVR)
- Skill-based routing
- CRM integration
- Call whispering & live coaching
- Call center analytics, etc.
Based on the call needs, size of customer base, and expected agent productivity, you must select a dialer system that comes with the required features.
The reputation of the vendor:
Choosing a reliable call center software system that fits your business needs is essential to ensure the best customer service. You must research well on the reputation of the chosen vendor to avoid ending up with a call center software that fails to provide quality service. You may check out online reviews or talk to existing clients.
HoduCC is a leading customer contact center software that reduces customer service downtime through an autodialer. HoduCC’s autodialer system ensures an improved conversion rate by ensuring effective use of resources.