//Types of dialing technology for smooth call center operations

Types of dialing technology for smooth call center operations

2018-10-30T07:35:02+00:00 May 9th, 2018|

Call center dialers have now become an indispensable technology for businesses who tend to use the phone regularly to contact their clients and prospects. It is basically designed to improve the business productivity by reducing the actual time spent in dialing and performing the communication and organizational workflows. Dialers always assist call center businesses to reach their clients more efficiently and effectively than ever before.

Dialer software can even manage several contact databases and also automate the dialing process and then connect to all the external phone numbers.

The dialing software in call centers is considered as the core tool in the sales and marketing industry, and thus the teams have multiple options to choose.

Here is a brief comparison between its major types to help you understand all the strengths, differences and limitations.

Auto Dialer:

The ‘autodialer’ is generally used to refer to any kind of dialing technology. Actually, it is considered as the most specific kind of dialer. The auto dialer dial calls from a pre-selected list. So when your call is answered, then an auto dialer can usually play the pre-recorded message and then transfer the call to the live agent. The biggest and most common advantages of auto dialer technology are its dramatic increase in the calling efficiency. So by eliminating different tasks like dialing, listening to busy/disconnected tones and leaving voicemails, businesses can easily enhance their contacts rates. That’s why choosing an autodialer from a reliable call center solution providers can help you make the process easier and efficient.

Power dialer:

A power dialing technology basically allows the users to dial calls from a custom list of contacts at the rate of about 70-90 contacts in one hour. The software dials call, right after another, while it automates the repetitive and time-taking tasks based on the agent’s input.

The most common distinction for the power dialers is that the call center agents are in exact control of the dial session. The agents can efficiently filter and select the leads to dial, they can even drop the pre-recorded voicemails in a click without the need of listening to the contacts’ outgoing voicemail messages. You can just send one-touch personalized email to your contacts that are based on the outcomes of your calls; you can even set appointments, take notes and do a lot more.

Predictive dialers:

Predictive dialers are considered as the smartest choice and are the multi-line dialers that usually place a high volume of calls which have the goal of routing all the live answers to the available call center agents. The technology basically utilizes a smart algorithm that can determine the possibility of your answered call in an attempt to balance efficiency with the available agents. Therefore, in order to make the dialing process smooth and efficient, considering predictive dialers can be the best choice as the dialer can dial the calls efficiently based on the agent’s availability.

The elements which can go into creating the algorithm include:

  • Call center size
  • The average length of calls
  • Time of the day
  • Type of calls being made
  • Industry

The common advantage of predictive dialers is the productivity, promotion of high volume of call activity and a more hands-off process for call center agents.

Progressive dialer:

Unlike the predictive dialers that utilize an algorithm to modulate the call volume, the progressive dialer can only place the call when the agent indicates they are ready to communicate with users.

Getting started with such dialer types is quite easy; you can simply approach the professionals at VoIP Terminator for expert advice.

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About the Author:

I am a passionate writer working for VoIP Terminator. I help people in all aspects of Home improvement, Artificial intelligence and Call center industry.