Dialer systems are popularly used in call centers. Basically, a dialer system is a computer application that allows its end-user, a call center sales agent, to reach leads via call. The aim of the program is to enhance the productivity and efficiency of call center agents in placing calls and eradicating a lot of redundant and erroneous work.
The program likewise automatically spots an available agent and connects it to potential leads or customers in the queue.
There are three main kinds of dialer systems: the power dialer, the progressive dialer, and the predictive dialer. Among the three, the latter is considered the greatest variation. You will find out why below.
A Quick Overview of Predictive Dialer Systems
A predictive dialer system is with a famous feature wherein sales agents can make multiple calls at the same time. The system automatically spots an available agent, reducing the agent’s loss or idle time. Like with all automated dialer systems, the aim of a predictive dialer system is to save time and use it efficiently and productively.
This can also be cut down via a range of supporting technologies that can recognize busy signals, answering machines, or unavailable/out-of-reach numbers.
How Predictive Dialer Systems Vary from The Rest
Also known as a dynamic dialer or an adaptive dialer, a predictive dialer uses some sorts of mechanism or logic to decide when to call leads and which employees are most likely available at that time.
Embedded within Organization’s Communication System
Ideally, predictive dialer systems will be embedded deeply in the surrounding processes and technology to make calls in call center companies. In a lot of ways, a modern predictive dialer is only a small part of the total solution required to achieve integration of processes in the service, sales, and other departments.
For instance, a customer who has made an online query will be treated automatically as a prospective lead and will be queued for an outbound call in the dialer system. But if the customer initiated the call, the dialer system will automatically erase his number from the queue. Otherwise, if the call is pushed through, the customer will probably leave an impression that the company lacks coordination or is just creating a nuisance. And this is a bad thing, right? The integration of processes is vital to make sure that the dialer system also considers data from the other systems.
The Smart Algorithm
Automatic dialers or robodialers are different from the predictive dialer systems in terms of the algorithm used. Albeit both are capable of dialing multiple numbers at the same time, how they take call metrics into account to check whether a sales agent is available to make a call or not relatively differs.
One of the great things about predictive dialer systems though is how they still allow end-users or agents to operate in power dialer, dial now, or progressive dialer modes.
Under the predictive dialing mode, the sales agent can select multiple contact numbers from the list of leads, and then the system will automatically dial these all at a time. Once the lead answers the phone, the system automatically redirects the call to the assigned agent. Because of the pacing involved in this mechanism, predictive dialer systems are considered the “Ferrari” of dialer systems.
Blast Pacing Mode
Other predictive dialer systems feature a blast pacing mode which is mainly designed for unattended campaigns. The purpose of this mode is to leave a message automatically even if the lead returns a voicemail or is actually answering.
Meanwhile, with power dialer systems, agents are allowed to check the preview of their leads first and may research further about them to come up with a perfect sales strategy before deciding to “click to call”.
A feature called delay preview dialing is also present wherein the agent can view the agent’s information for a pre-set time. Moreover, there is this demand preview dialing feature wherein the agent can just signal the system to dial the prospect at the time he prefers.
Both the power and progressive dialer modes are the same when it comes to their 1:1 call ratio capability but because the former allows agents to preview the lead’s profile first, the progressive dialer mode is considered more time-efficient. The downside though is on the part of the agent as he will no longer be able to choose the lead he wants to call.
A Brief History of Dialer Systmes You May Want to Know
The first releases of dialer systems are only capable to work through a few contact numbers which have to be operated manually. Also, there were no predictive mechanisms present yet. Over time, however, dialer systems have evolved and awesome features have been added.
Sans additional information about the leads and their behaviors, the only purpose of dialer system was to connect call center agents to potential customers for sales and telemarketing but with the advancement of technology, innovations in dialer systems were made.
The modern dialer now features predictive dialing in light of the data collected. However, because of lack of data integration, some dialer systems were not able to delete the customers who made inbound calls from their list of leads. Proceeding to call these customers might be tagged as a nuisance or cold calling.
The Dialer Systems Streamline the Processes Like Never Before
There are now various integrations between dialer systems and other business processes. For instance, customers who requested a call-back through the company’s website can be automatically included in the dialer system queue if both are integrated.
A huge percentage of the dialer system’s market comprises sales and telemarketing teams who have to make outbound messaging and calls on a daily basis but besides this, dialer systems are also utilized for other concerns like debt collection, account reactivation, customer care, and customer retention.
When it comes to integrating dialers to other channels and systems, two vital approaches are used:
- Packaged Dialers – These are dialer system packages that already have pre-built integrations for commonly used and identified tools including those present in CRM systems.
- Custom Integration – These are special integrations requested by the end-user to achieve more team flexibility and a more streamlined process.
If you are to invest in a dialer system, you will want to take integration into account to maximize its potential.