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Auto dialer software helps your contact center become more efficient. These tools offer call scheduling so you can follow up with customers, let you import lists of numbers, and allow your call center agents to skip over voicemail inboxes or answering machines. With auto dialer software, you and your employees can focus on relationship building, rather than dialing.
In this guide, we’ll discuss:
Auto dialer software is a hardware- or software-based system that dials numbers automatically. Most solutions today are cloud-based offerings known as hosted dialers. Generally, these systems are used by outbound contact centers to streamline the process of contacting existing or potential customers. Many systems offer a number of dialing modes.
While the use of auto dialers was once limited to businesses in the telemarketing, political campaign, and market research industries, dialers have found a new use case with the advent of proactive customer service (reaching out to customers before they have issues) and nonprofit fundraising. Many businesses now use dialers to contact existing customers instead of cold-calling potential customers. Auto dialer software can be used to broadcast messages such as late payment reminders, appointment reminders, and service outage notifications.
Auto dialers have been on the market for decades. Traditionally, businesses upload lists of phone numbers for outbound campaigns. The tool then dials the numbers in the list automatically.
Over time, dialer capabilities have evolved. Today, most solutions offer at least three major dialing modes: predictive dialer, progressive dialer, and preview dialer.
Predictive dialer dials multiple numbers at the same time, on the assumption that a certain percentage of calls will be either abandoned or unanswered. Live calls are distributed to agents using factors such as availability and wait time.
Predictive dialing systems collect data about the percentage of answered calls, average number of rings before an answer, and average call length. This data is then analyzed using statistical algorithms to forecast when agents will be available. The predictive dialing system uses this forecast to determine the pace at which it dials numbers, maximizing the amount of time agents spend on the phone.
This type of software also screens out busy signals, voicemails, unanswered calls, and more, and automatically avoids numbers in the National Do Not Call Registry. These capabilities ensure that agents only handle live calls.
Programming a dialer for an outbound campaign in PIMS Dialer
Progressive dialer software (aka power dialer software) dials one call at a time for each available agent. You can establish calls-to-agent ratios, meaning the system will automatically dial a fixed number of lines for a given agent. The power dialer runs through calling lists across multiple campaigns and paces itself based on abandonment rates (if rates begin climbing, the system slows its dialing pace dialing).
With a progressive or power dialer, calls are placed automatically. The system screens out certain calls (such as unanswered calls) but in some cases agents will have to determine whether they’re connected to a human or voicemail.
Preview dialers call one number at a time and deliver contact records to agents before dialing. This gives agents an opportunity to review contact details before the call. Users can set the length of time agents are allowed to review records, and agents can choose whether or not to skip a number.
Predictive dialer, progressive dialer, and preview dialer are all standard modes, but there are a few additional advanced modes you should be aware of:
Auto dialer software offers a number of features that control how the dialer manages lists, initiates calls, and reports data. Some of these features are common, while others are only offered by a handful of vendors:
Call Disposition |
Track and report on call outcomes. |
Call Recording |
Record phone conversations for quality assurance purposes. |
Answering Machine Detection |
Screen and filter calls that are sent to voicemail. |
Call Scripting |
Provide agents with a typical response for common call queries and issues. |
Local Caller ID |
Set desired caller ID and location to display to contacts when making calls. |
Campaign Management |
Establish marketing tasks/actions to complete specific goals and track performance. |
The major benefit of automated dialer software is that it allows for increased agent productivity by enabling your most costly resource—agents—to work more effectively.
The benefits of power dialing, preview dialing, and progressive dialing modes aren’t as dramatic, but they’re still more efficient than manual dialing. Preview dialing, in particular, gives agents a chance to familiarize themselves with leads in advance, which boosts agents’ chance of closing deals.
If you’re deciding on the type of auto dialer software you need, predictive software may seem like the obvious choice. However, there are a few key issues to be aware of before purchasing:
Not all buyers have the same needs. Depending on which category you fall into, you’ll need to factor in additional considerations when evaluating software providers: