The modern-day contact centers use auto dialers to dial a long list of telephone numbers automatically and sequentially. A business also has options to choose from different types of auto dialers – preview dialers, progressive dialers, predictive dialers, and power dialers according to the nature and requirements of outbound marketing campaigns.
In addition to dialing telephone numbers automatically from a list, the auto dialers also have the capability to detect unanswered calls, disconnected calls, busy tones, answering machines, and voicemails accurately.
They transfer only answered calls to live agents. The conventional automatic dialers were designed as electronic devices connected to telephones. But the new age cloud-based auto dialers are designed as software applications. Which are compatible with a variety of devices – office phones, mobile phones, and softphones. They even come with sophisticated features like CRM integration, contact list management, real-time reporting, and campaign control management. They even differentiate unproductive numbers efficiently.
The cloud-hosted auto dialers further initiate outbound calls using voice over internet protocol (VoIP). The VoIP technology enables agents to initiate and handle outbound calls using a desktop/laptop computer with internet connection. The call centers even have the option to customize and extend the cloud-based auto dialers according to specific needs of individual marketing campaigns. The auto dialing solutions differ from each other in the categories of design goal and functionality. However, it is always important for users to understand how an auto dialer works.
Understanding How Does an Auto Dialer Work?
The new age automatic dialers consist of two major components – a voice modem and auto-dialing software. These components enable agents to handle answered calls using a computer with an Internet connection. The auto-dialing software and voice modem make the computer dial a long list of telephone numbers programmatically and automatically. The software differentiates the unproductive numbers like unanswered calls, disconnected calls and answering machines from answered calls. The auto-dialing or voice detection software transfers the calls to a live agent only after detecting that phone is picked up by a live person.
The workflow of the auto-dialer software involves the following steps.
- The computer starts dialing a telephone number from a contact list
- The auto-dialing software determines the sequence of numbers to be dialed or duration of the call to a specific number
- The auto-dialing software checks if the call is answered by a live person
- If the call is not answered by a live person, the auto-dialer drops the call and starts dialing the next number.
- If the call is answered by a live person, the auto dialing software routes the call to a live agent or starts playing a recorded voice message
The managers can customize hosted auto dialer software according to the precise needs of each marketing campaigns. They can configure the auto-dialing software to determine the sequence of numbers, duration of the call, the number of attempts, create recorded messages, create the message to be left on the answering machine, and the menu of self-service options to be provided to the customer. The sophisticated auto dialers even adjust time zone for individual marketing campaigns automatically. They help managers to monitor various outbound marketing campaigns by generating real-time reports.
The new age auto dialer software supports multiple outbound dialing modes – preview, progressive, and predictive. They even allow managers to switch between these dialing modes seamlessly according to specific business scenarios. But the managers must remember that the automatic dialing solutions differ from each other in terms of features, usability, flexibility, and scalability. It is always important for the call centers to understand major differences between various types of auto dialers to manage marketing campaigns efficiently.