Selecting the most appropriate products and services can be a challenging task for small and large businesses, which can be accomplished only after years of hard work and concentration. Fortunately, things are a little easier in a contact center, since only a few of the software can boost productivity and maximize revenue.
This metric is particularly important when outbound contact centers are also concerned with sales and conversions and not just customer service. An auto-dialer automates this process by making multiple calls simultaneously and bypassing busy or disconnected numbers to available agents.
However, many people have difficulty choosing the best auto dialer software for their business, which is designed specifically according to the latest features and solutions.
Therefore, if you are in the process of searching for an autodialer and want some reliable ways to optimize and increase call rates immediately, you need an efficient understanding of autodialers.
What is an autodialer?
Auto Dialer software lets an agent or operator dial telephone numbers automatically and can also record messages for customers. These have evolved and have become more complex with the advancement of technology. In response to this technology, we now have predictive dialers, progressive dialers, and preview dialers. Here’s a brief overview of each.
- The Predictive dialer allows you to maximize both efficiency and the number of calls you make. A contact center agent automatically answers the next call when available. These are ideal tools for contacting customers. The dialing rate is sped up and slowed down to increase agent talk time and reduce drop-off rates. This is an efficient means of reaching the highest number of customers in the least amount of time.
- A Progressive dialer calls the number from a list automatically, when an agent is available. Whenever an agent is connected to a call, it stops dialing until the agent ends the call, and then it begins again. This enables more private and effective interactions between agents and customers.
- A Preview dialer, on the other hand, gives agents the power to make each call. The system enables them to view customer records and product details before making a call. This helps agents prepare for customer interactions and improves the quality of sales calls. This is great for small sales contact centers.
What to look for when choosing an autodialer for your business
When choosing a good autodialer, it is better to decide which features you need. Once you have created a list of all the features you need, then you might be able to find a solution that suits your business needs.
So, now that we have discussed some auto dialer options, which one does your business need? Below are the features that you should look at and select the best auto dialer for your business:
Dynamic Caller ID
Dynamic caller ID lets users customize the number displayed. Using this method, you can specify different numbers for different calls based on their purpose. A customizable caller ID lets you choose which number to display. You can display the toll-free number or local number for any area you are calling. Moreover, callers can dial a local number or a toll-free number without incurring high rates because they will dial a local or toll-free number.
Detect Answering Phone
With Detect Answering Phone, you can identify the recipient of an outgoing call and customize your call flow accordingly. This allows you to determine whether a human, answering machine, or fax machine has picked up an outbound voice API call. Then, the caller is connected to the call after it has processed and made its decision.
The call scheduling feature identifies the assigned and available agent when an instance is assigned. With the call scheduling feature, you can ensure that dedicated agents are available to respond to issues as they arise. Using this platform, you can set up call schedules, staff rotations, and escalation procedures, find out who to contact in case of an emergency, and set up call notifications.
Monitoring calls is the practice of listening to agents’ interactions to track and improve their performance and to provide a more engaging customer experience. In contrast to call listening, call monitoring provides all agent-related information such as agent availability, agent in-conversation, and availability online, as well as agent compliance with service levels. These metrics can be monitored and tracked by administrators through the live dashboard.
Introducing new technology into your business can either make or break it. There is no perfect software that fits all solutions, so you may have to go through a trial and error process until you find that software that offers the best value. However, by following the suggestions above, your chances of failure will be significantly reduced. Take time to research your market, choose a suitable autodialer, and watch how it extracts the most value from your outbound sales calls.