The use of an auto dialer provides your business with the ability to engage in predictive dialling. It helps the user by reducing the time spent on each call.
If you haven't heard of an auto-dialer before, you probably envision massive telemarketing campaigns with robocalling machines relentlessly dialling. Auto-dialers' purpose goes beyond automating unsolicited sales calls and leaving prerecorded messages at hundreds of thousands of numbers.
A preview dialer, voice broadcaster, progressive dialer, or predictive dialer is a type of time-saving, predictive dialling software. Their goal is usually to ensure your agents can work more efficiently to improve customer experience.
Small improvements like saving a few seconds per call might not seem like much to someone who handles tens of thousands of calls a year at large call centres and sales teams. By saving your employees' time or automating outreach, an auto dialer can significantly increase productivity compared to manual dialling.
Local and state governments can also use them to send timely warning messages and important safety instructions via audio messages during natural disasters and emergencies.
As an aid to human agents, traditional auto-dialers work along with software and voice modems to eliminate time-consuming tasks and automatically dial numbers. A call can be connected to a live agent or pre-recorded message once it has been answered by an auto dialer. Messages left on voicemail can also be flagged to be called another time if the recipient's voicemail goes to voicemail.
The systems can free personnel from worrying about ringing or unanswered calls, allowing them to focus on their customers' needs. In general, auto dialling systems consist of four parts:
Computer software allows auto-dialing systems to operate. The software and service provider you choose determine all the auto-dialer's features and capabilities. The audio quality of most basic auto-dialing systems is directly related to the power of the CPU. If you plan to run a large call center that handles more than 10,000 channels, you'll need a powerful server rack with many processor cores, plenty of memory, and a high-speed internet connection.
In some auto-dialing scenarios, prerecorded messages are sent, but in many cases live agents are also involved. The system should be initiated by an employee who records messages, selects the appropriate call list, and selects the dialling mode. Managing inbound calls can be very time-consuming with auto-dialing systems.
Voice modems made the transmission and reception of voice recordings over the telephone line possible. Any modem or device you use should be capable of handling voice transmissions since this technology was originally developed for data and fax communications. Consider whether a modem has voicemail software if you aren't sure whether it can handle voice communications.
VoIP or landlines can both be used to connect with auto-dialing systems. A growing number of large-scale auto-dialing systems use cloud-based, integrated technology that can connect to leading CRM software solutions, thereby eliminating the need for voice modems.
You've likely been routed through an auto-dialling system with a callback feature if you've ever contacted customer service and been offered the option of holding on the line or having a representative return your call. By opting for a callback when the customer service team can reach you, you're essentially waiting for an agent to be available so that they can place your call at the time you specify.
Make a smart choice when it comes to choosing the right dialer based on your target audience, the pros and cons of each and ensuring compliance with the law and your needs. If you have any questions, please feel free to contact us.