The pace of technological change in the last few years has been astounding. We have come a long way from the ‘no internet’ and ‘intermittent internet’ connection era. For businesses to generate sales leads, the erstwhile favored channels of in-person meets or phone calls are now completely replaced by online lead generation techniques. Productivity is the new mantra for businesses.
With stiff competition and shrinking profits, companies are now finding clever ways to generate sales leads without exhausting their most precious resource employees. Rather than making thousands of phone calls manually, they adopt the smarter way of doing things. One of the ways to carry out the humongous task of outreach is engagement with prospects in a systematic manner through Auto Dialers. If you’re wondering what an Auto Dialer is—here is a simple definition for you
An auto dialer is a software that automates the phone calling process by automatically dialing each number from the list.
Inundated with an exhaustive call list, auto dialers can make customer service agent’s tasks easier, they can then focus on meaningful customer conversations. At the end of the day, every company will concur that customer experience matters the most.
The road and path: How customer experience and auto dialer are related?
Let us work backward here. For decades, companies have been focusing on the textbook definition of service— viewing it as a necessary evil for business. The length of service calls was looked upon as a metric. In all this, the focus on customer service quality was pushed under the carpet. However, everything has gone topsy-turvy in the last two years. Today, every brand realizes that customer experience is the engine of growth.
Research by Deloitte found that experiences that are most likely to build or break customer trust and loyalty are customer service interactions—especially those with human representatives of the brand. And we’ve found that the quality of service interactions are the most effective predictors of customer lifetime value.
This is also where the auto dialer fits right in. It helps the customer service agents focus on customer interactions rather than getting caught up in clerical tasks.
An Auto Dialer: How it works as a charm
As stated above, Auto Dialer software works by automating the outbound calling for a call center. They are immensely useful in settings where customer service agents are required to perform repetitive tasks. For instance an admissions office of an educational organization. The customer call center agent needs to make an inquiry for admission and guide students to the right channel so the lead conversion takes place. An auto dialer simplifies this repetitive process by eliminating the need to dial each number.
The steps are as follows:
- The call agent just clicks to select the phone list.
- Auto dialer initiates calling the numbers one by one.
- If the auto dialer encounters, answering machine, or voice mail for the incoming calls then it moves to the next number on the list.
- If the call is answered by a customer or prospect then the customer service agent is alerted and he takes the call.
Key auto dialers used in the industry:
A predictive dialer is an automated dialing system for outbound calls that dials multiple numbers from the customer contact list. The dialer can automatically cut time-consuming tasks such as calls being directed to voicemail, no phone response, busy phone signals, unusable or disconnected numbers, and so on. If the call is answered by people on the other end then, the dialer connects the call to an appropriate agent. It helps in the following ways:
- Better time management by automated dialing
- Improved productivity by reducing call connection time
- Efficient management of leads with inbuilt lead management software
- Callbacks can be easily scheduled and managed based on the call patterns and the availability of the agents
- Music/Message on-Hold as this dialing software supports music and pre-recorded greeting messages
- Real-time call monitoring the call center agents get the appropriate data about the caller that helps them to make better conversations.
- Standardized report generation is an extremely beneficial tool for the financial services sector that generates detailed data on calls and agents.
It lets agents view comprehensive details about the customers before calling them. It helps in driving better conversion rates through personalized communication and informed guidance. Agents feel empowered, which improves operational efficiency leading to zero downtime.
Progressive dialer, as the name suggests connects to the next customer after the agent completes the previous call and is available to talk to the next customer in line. It helps to reduce call abandonment in the process making it an efficient solution for communication with premium customers.
These are the three most used call center dialers that automate outbound calling.
Some advantages of auto dialer
Auto dialers bring efficiency and increase the productivity of the call center agents. They assist the customer service agents by routing only the answered calls to them, so they can focus on customer engagement.
When a sales team member calls the customer manually by viewing the excel sheet and past conversation record, they are likely to prep up for the call even if the call goes unanswered. However, with an auto dialer, the waiting time for a customer to respond or voicemail is saved. Auto dialer only routes the call when it recognizes a human voice at the other end.
Often sales teams are focused on cold calling because of the belief that more calls are likely to generate more qualified leads. Valuable time is lost on busy tones, voicemails and answering machines, that could be utilized to take the conversation to the next level. Auto dialers help to bring back the focus, increasing the chances of higher closure.
When your prospects and existing customers believe that your team has effective communication, they entrust your services. Automatic dialing shows real-time customer data that can help the call agents to communicate in detail about the issues your customer or prospect has. Hence, this improves the reputation of the organization.
Quality matters the most whether it is related to your product or service or the communication mediums. The communication that takes place without auto dialers may vary from agent to agent as one agent might not be aware of the past conversation. But, auto dialers can form standardization for the quality of communication among all the agents.
Optimized Dial Rate
Auto dialers dial the call and detect how the call is answered. If the call is answered, it routes the call to the agent. But, if the call is answered through voicemail or answering machines, it automatically drops the call leading to a better dial rate.
With little investment into automating you can gain more due to an increase in the talk time and more qualified leads.
If you are keen to know more about call center transformation with auto dialers, reach out to a market leading VoIP software maker HoduSoft. You can be assured of our product quality and service commitment. What’s more? We have also been named in the latest Gartner list.
Check out our award winning HoduCC call center software, featuring an autodialer and a host of other automation tools. Call on +1-707-708-4638, +91-
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