Automatic dialers or auto-dialers have revolutionized call center operations in a short span of time. An automatic dialer lets you dial from a list of telephone numbers automatically. Besides, they can also let you understand if a live person or a machine is answering an outbound call.
They can also help you detect disconnected calls and busy tones intelligently. If a live person answers the call, the software will route the call to a live agent or provide a list of self-service options.
Benefits of Auto-Dialer in Call Center
Automated dialing solutions like the hosted predictive dialer let you seamlessly transfer calls between office and mobile phones. As a result, many call centers are using the best auto dialers software to improve agent productivity, get quality leads, and manage multiple marketing campaigns.
Interestingly, automatic dialers are also used for service notification delivery, political campaigns, event notification delivery, and press 1 campaign.
If you are still comparing an autodialer Vs. predictive dialer, you can contact your vendor and get a customized plan made for you. But, before you finalize one, let us know more about the importance of an automatic dialer for call centers.
1. Improve Call Center Operations
The automatic dialers help you streamline and refine your call center operations. In addition, you can use it to overcome the major shortcomings of manual dialing. These include call drops, additional waiting time, and misdialing.
As mentioned earlier, an automatic dialer detects busy tones, unanswered calls, answering machines, disconnected calls, and voicemails accurately. In addition, they help you save time by routing only the connected calls to call center agents. The icing on the cake? Automatic dialers for call centers offer several self-service options.
2. Increases Agent Talk Time
When only connected calls are routed to agents, the agent talk time and call connect ratio increase. Therefore, you can further use progressive dialers to cut down on waiting time between calls and connect the agents with the customers. This way, they will always have some good information to share with customers.
Likewise, they can use predictive dialers to connect live callers with agents who can take up calls. A predictive dialer calculates the average handling time of the agents and lets you work on improving the calling process.
3. Decreases Agent Idle Time
Besides maximizing agent utilization, auto-dialers bring down agent idle time significantly. Subsequently, agents can spend more time interacting with customers and driving sales.
This is because auto-dialers have the capability to differentiate between productive and unproductive numbers. Moreover, predictive dialers are a step ahead and even check on agent availability.
4. Detects and Separates Unproductive Numbers
Automatic dialing solutions can easily detect do not disturb (DND) and fax lines. You can even integrate cloud-based auto dialers seamlessly with your customer relationship management (CRM) system. This will aid the software in detecting more numbers based on the updated customer data.
5. Generates More Leads
Automatic dialers can also be used to generate more leads. Since it reduces agent talk time, they can easily interact with customers and add meaningful prospects to your sales pipeline. Moreover, automatic dialers facilitate customer information collection by providing a set of self-service options.
You can simplify the whole process by importing contacts from various sources. This, in turn, will help you generate more new and promising leads by significantly increasing the number of call connections.
6. Increase Lead Conversion
Well, generating leads is one thing. An auto dialer also enhances the lead conversion rate. The new age automatic dialers facilitate time zone management. This lets marketers set and adjust time zones for each marketing campaign. When you call your customer at the right time, they are more likely to listen to what your agents have to say and invest in your business.
7. Facilitate Real-Time Performance Monitoring
New-age auto-dialing solutions are user-friendly and can help you generate a variety of reports based on real-time data. As a result, your managers will be able to monitor call center activities and measure agent productivity regularly.
They can easily assess call quality level and agent skills by analyzing both live and recorded calls. Thus, auto-dialers make it super easy for managers to streamline call center operations by making the right decision at the right time.
8. Launch Press 1 Campaigns
The self-service options provided by auto-dialers help customers gather information about a product/service without interacting with a live agent. These options can also help businesses generate qualified leads by letting customers interact with a live agent after playing a recorded audio file.
The callers can also choose to interact with a live agent simply by pressing the appropriate button. So, you can choose to launch press 1 campaigns to generate more relevant leads, promote products/services, and increase sales conversion.
9. Manage Multiple Marketing Campaigns
You can even use auto-dialing solutions to conduct market research. With multiple features, you will be able to run and monitor multiple marketing campaigns. Besides, your managers will help you generate and check campaign reports. Also, you will be able to assess the performance of individual marketing campaigns based on specific parameters and achieve goals. Individual and enterprise users can use automatic dialers for various purposes. But, you must make it a point to pick the right automated dialing solutions.
This was all about how an automatic dialer can help you boost call center operations and stay on top of customer needs. You no longer need to spend hours calling and rely on poor reporting methods to get insights.
Have you tried out an automatic dialer yet? Share your experience in the comments below!