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Dialer
For Contact Centers, outbound marketing strategies are an opportunity to grow a loyal and satisfied customer base. The dialing mode must be adapted to the organization’s market niche and business goals.
A dialer is an application that automatically dials and calls for a number or a list of numbers, and then delivers each call to a call center agent. Its function is to automate outbound calls.
There are three types of dialers: preview, power and predictive.
1. Preview Dialer
With this type of dialer, the agent can check information about the contact before dialing.
This is useful if the issue requires some degree of preparation for performing the call. For instance, if the agent is calling about an issue in a booking reservation, it will be useful to check the client’s history before dialing.
This dialer can work in two ways:
- The agent previews the information for a pre-determined period and the dialer automatically dials after the time ends;
- The agents previews the information for an undetermined period of time and chooses when to dial.
2. Power Dialer
Automatically dials and distributes calls. When a contact picks ups the call is delivered to an agent.
This dialer works by connecting agents only to calls that are answered by people. A Power Dialer dials a number instantly after a call is finished. When a number is unattended, busy or disconnected, the power dialer instantly moves to the next one. Unwanted calls are not delivered to any agents, so there’s no time wasted on busy signals, invalid numbers, disconnected lines, or voicemail answers.
Dialing rates are adjustable according to the relations of the number of agents and demand or goals of calls.
If the power dialer is integrated with CRM, the information history of the contact will be displayed to the agent.
3. Predictive Dialer
Automated dialing system that anticipates agent availability and adjusts the dialing rate accordingly.
Predictive dialers predict the average time it takes for calls to be answered and crosses that information with the number of agents. Intelligent algorithms predict how many dials should be done. It’s also called Rapid Dialer.
Dialing behavior feeds on statistics and dials more calls than the number of agents. Knowing that a certain proportion of calls won’t be valid, predictive dialers calculate the right number of dials to have every agent on the line with shorter breaks between calls. For instance, if the call center’s data show that an average call typically lasts 60 seconds, a predictive dialer might start dialing at 50 seconds. Dialing behavior is customizable to business needs.