In the world of call centers, there are many different tools at your disposal. Each feature has its own benefits, and while some may seem to perform similar functions, there are distinct differences and advantages to certain features.
One way that many call centers choose to streamline their agents’ workflow is by installing an advanced dialing system. These sorts of tools use algorithms to make outbound calls much more efficient. This can improve your agents’ productivity greatly, increasing both your sales and employee satisfaction.
Why would you want to use advanced dialers?
While there are some differences between auto dialers and predictive dialers, the philosophy behind using an assisted dialer is the same in both situations. Put simply, having a computerized system handle dialing for your agents can reduce dead calls immensely. This has major ramifications for agent productivity and company profits, because it maximizes the time that your staff interacts with live calls.
What does an auto dialer do?
Auto dialers are most useful when you already have a list of people to reach out to. Using this pre-defined list of contacts, each number can be called back to back without the need for agents to punch in any numbers. This cuts down on the time an agent wastes with phone numbers that are disconnected or result in voicemail. Another benefit of an auto dialer is that it can deliver a pre-recorded message to a list of clients or customers without requiring an agent to facilitate these interactions.
One drawback of auto dialers is that they don’t necessarily take into account whether or not your agents are available. They also don’t have the advanced filtering and responses that a predictive dialer system does. Unlike a predictive dialer, an auto dialer can’t redirect or disconnect calls if a busy signal or other automated response results from a phone number being dialed.
Even so, an auto dialer is still helpful for increasing agent productivity. That’s because it allows for a prerecorded message to be played once a call is answered, or for the recipient of the call to be connected to an agent.
How does a predictive dialer work?
Predictive dialer systems take auto dialing technology to the next level, making them the much better option for businesses with high call volume. Just like an auto dialer, predictive dialer software aims to cut down on the time an agent spends without a live caller. It does this by using an advanced algorithm to filter out busy tones, voicemails, and disconnected lines, offering it far more robust applications than an auto dialer.
Using a predictive dialer also offers much more customization than using an auto dialer, since predictive dialers can target lists based on a variety of demographics and by geography. You’re far more likely to connect with a potential customer using a predictive dialer, which can increase sales and conversions.
The only major drawback of a predictive dialing system is that live calls must be able to be engaged with by an agent immediately. If you don’t take advantage of a live call the first time it’s answered, you may not be able to connect with that consumer again, making it crucial that your agents have a list of best practices to follow on every call.
Ultimately, whether your company chooses to use an auto dialer or predictive dialer system is up to your business’ needs and personal preference. While an auto dialer can get the job done, many times a pre-recorded message feels more like a sales call than a genuine customer interaction. An auto dialer also lacks the customization of predictive dialers, and requires you to have the same message for one large list.
Because of these drawbacks, a predictive dialer system is generally the better choice for businesses who want to be able to implement a wide range of strategies and features to their telemarketing efforts.