How a Dialer Works in a Call Center

Types of Dialers:

Manual Dialers

In manual dialling, a phone is simply connected by a cable. The agent lifts the phone and begins dialling by hand. Manual dialling is less efficient when performing high volumes of outbound calls. However, this is the most cost efficient option. This method is ideal for a very small call center.

Predictive Dialers

In predictive dialling, the calling agent will use a calling algorithm. The algorithm can predict when the agent is available. Calls are made according to the prediction by the algorithm. Note that the effectiveness of predictive dialling depends on the population of the agents, average time during of the call, the effectiveness of the algorithm, type of the job and time of the day. If the designated agent is not available, the algorithm cuts off the call.

In predictive dialling, the machine answers as per the duration of the response. Thus, if the answer is just “hello,” it is identified as live contact. Whereas if the response is longer, the answering machine is involved. Predictive dialling is advantageous for big call centers and is effective because they result in improved talk time in each hour.

Preview Dialers

In preview dialing, the agent chooses the number which they are going to dial. The agent needs to click on the number that they wish to dial. By clicking the number, the members are automatically dialled by the setup. The agent talks to the individual or disconnects manually if the answering machine, fax equipment or the signal is not good enough to complete the call. After the end of the call, the agent has to record the call manually.

Click to Call Dialer

In click to call dialling, a CRM system is used. The system enables click-to-call and helps the sales agent to click the phone number to make an outbound call. Click-to-call dialogue enables the call agent to have all the data about the prospect or buyer. Therefore, additional data that is gained can be used by the team for future use to make sales volume higher.

Power Dialer

Power dialing is a sort of automated dialling. When an agent is available in power dialling, the outbound call is made automatically by the system. Power dialling is economical. Power dialers can remarkably improve the productivity and reduce idle time. These call dialers help sales agents to improve the leads per day and it will boost efficiency. They have become more important in the growth of modern businesses.

Almost all businesses utilize some sort of dialer in today’s age. Depending on your industry and what type of work you do, different types of dialers will bring about different benefits to your workplace. This article detailed what kinds of dialers are available and how dialer works in call center. The key is to increase productivity and efficiency in a call center, so keep these bits of information in mind when choosing which dialer to go with.