If you want to transform how your call center operates, using an auto dialer will be one of the best decisions you’ll ever make.
As its name implies, an auto dialer is basically an outbound calling system, which enables you to dial from a list of phone numbers automatically. While using an auto dialer, users have the options to pick from different kinds of automatic dialing techniques like power dialing and predictive dialing. Depending on your communication and business needs, choose an auto dialer that will perfectly match your unique requirements.
There are many reasons why you should consider an auto dialer from service providers like Call Cowboy for your call center. If you’re in doubt, below are some of the ways it can help your call center:
The majority of call center in the Philippines only deal with inbound calls but others deal with both outbound and inbound calls. Being able to deal with outbound and inbound calls at the same time is the key to boost the productivity level of your call center.
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With the use of an auto dialer, it’s possible to do this through using blended campaigns in which the same agents handle outbound and inbound calls simultaneously. Auto dialers also automate the process of switching between outbound and inbound call that can be confusing for agents if done manually. It can also reduce the productivity level.
A good auto dialer may also regulate the pace of the call’s flow through balancing outbound and inbound calls with the use of features like variable dial ratios and call queuing.
Improves the Efficiency of Agents
One of the benefits of an auto dialer for a call center is increased agent talk time every hour. When compared to a non-dialer environment, auto dialers work through making calls in a preset ratio of the number of phone lines to the agents.
These also make the calls in volume and connect the answered calls to the available agents. As a result, agents experience a stable flow of connected calls the whole day with up to 50 minutes talk time in an hour.
Keeps Data Fresh
Normally, data is uploaded to a dialer manually or through an automatic process, which is typically a database synchronization. Generally, data should be called quickly, most particularly if it includes sales leads. Through using an auto dialer, it works fast in providing you with the data you need.
In addition to that, auto dialers can also automate the process of recycling voicemails, calls not answered, and busy numbers. Auto dialers also ensure that a big percentage of your call center leads are followed up as fast as possible in a short period of time and in a professional manner. With this, it can help increase your conversion rates substantially.
Improves Agent Morale
When it comes to call centers, whether outbound, debt collection, sales or inbound, agent morale is essential. Fortunately, auto dialers may come in handy in improving agent morale. The reason behind it is that it helps agents become more successful.
Many sales agents are paid commission and auto dialers make it possible for them to earn more commission. Moreover, an auto dialer gets rid of the repetitive and mundane tasks including dialing phone numbers, listening to the endless ringing tones, and dispositioning calls manually.
Helps You Deal with the Changes in Product Sales Strategy
A lot of companies need to alter their sales strategy quickly to follow the changes in the weather, legislation or economy. Auto dialers make it easier since it comes with features that are necessary to build a customer service team and can boost your productivity.
Also, it provides supervisors with some means to retain the agents using live call coaching, scripting, and call recording. Rebranding may also be implemented easily and the results can be tracked in real-time.
Helps You Build a Consistent and Professional Brand
It’s hard to stick and set service level targets in an environment that has no auto dialers. One of the reasons behind it is that every agent has differing capability levels, experience, and motivation. With varied performance levels, it may lead to an inconsistent service as well as a bad feeling within the team.
On the other hand, if you will use an auto dialer, it can smoothen such inconsistencies and may force discipline into the team through auto dialing. As a result, it can help you build not just a consistent performance level, but also a professional company that only aims to provide top-notch service.
Real-Time Monitoring and Reporting
Being able to react quickly to possible problems or potential areas of inefficiency is a benefit if you want your call center to have a competitive edge. Luckily, it can be achieved with the use of an auto dialer as it offers insights in a real-time manner.
Such insights and information may include agent activities and call center operations such as the number of sales, calls, and average call time. Through the real-time dashboards of auto dialers, it can help improve your decision-making ability. It can also help the agents take quick actions to improve through identifying and resolving problems in real-time.
Depending on your chosen auto dialer, it can also provide you with access to call recordings, which may help managers to monitor the performance of the agents and ensure quality calls. Important call center metrics may also be measured and tracked easily at a certain interval to reach a much higher operational efficiency.
Every auto dialer operator has to perform with the compliance guidelines. Otherwise, they’ll face heavy prosecution or fines. Therefore, make sure that your chosen auto dialer has an inbuilt compliance capability.
More often than not, auto dialers have a set of compliance features including a call drop timeout setting, prevent calls from outside of the time parameters, and ability to play a customized message automatically.
Ensures Easy Scalability
Automation can help with the scalability of your call center. Auto dialers may reduce your staff and labor needs, which can ease in scaling downward and upward when necessary. Your agents won’t also waste hours completing simple tasks and other companies may find that automation allows them to lessen the number of agents needed during shifts.
The use of auto dialers in call centers can also be considered as a growth hack, which can keep your business growing allowing you to have a sustainable business. With auto dialers, it’s not impossible for your business to replicate, automate, and scale activities.
Comes with Custom Messaging Features
Call centers may benefit from auto dialers through leaving a pre-recorded message that will dial out automatically to a number of contacts. Moreover, you can send a customized message through email or text-to-speech if your voicemails got dropped. With this process, it reduces the call time by a third and eliminates the time of waiting for somebody to answer the phone.
Saves a Lot of Time
In case of manual dialing, agents end up spending a huge chunk of time on the menial tasks including dialing numbers, finding contacts, reviewing records, waiting for calls to be picked up, and so on. If calls go to the voicemail, agents have to repeat the process.
With the use of auto dialers, the system will take care of every little detail and transfer the calls to the agents once it detects live persons on the other end.
How to Choose the Right Auto Dialer for Your Call Center
At present, there are lots of auto dialers you can rely on for your call center. However, it’s essential to bear in mind that not all auto dialers are made with the same features and functionalities. While some are equipped with basic features, others come with more advanced features that may level up your call center operations in the long run.
Another factor that you should take into consideration is the size of your call center. Since every auto dialer is developed for certain types of businesses, you must choose an auto dialer that will work best with your call center needs. For instance, if you’re running a small call center business, select an auto dialer that is made with the kind of business you have because it’s useless to get one that’s designed for big companies.
The user-friendliness of an auto dialer software is also an important consideration. If you don’t want to waste time figuring out how an auto dialer works for your current system, choose something that’s easy to learn and simple to navigate. If your chosen auto dialer is user-friendly, you’ll save time implementing it in your call center business and your agents won’t have a hard time using it.
Good customer support from the provider of your chosen auto dialer is also a plus. It ensures that all of your concerns or questions about the system can be resolved immediately. It can also provide you peace of mind and convenience knowing that you can easily reach out to them anytime you need help.
If you own a call center agency, whether big or small, using an auto dialer can vastly benefit you. From boosting the proficiency of your call center to increasing its profits, an auto dialer is your ultimate tool to stay ahead of the competition. Just make sure to use the right and best one suited for your call center company as not all auto dialers are the same.