Out of 100 calls, only 14 reach the potential buyers. These numbers could really be depressing when your business largely depends on reaching the right people and converting them into customers. What do you see here? Agents helplessly dialing the numbers to meet targets and deadlines. Failing! When agents do more dialing than talking to prospects, their productivity is compromised and their efficiency is lowered.
Cut some slack to enhance agent efficiency with smart modes of dialing. A dialer software for the outbound call center which automates the dialing process and passes on the connected calls to available agents. Research shows that a dialer can increase agent talk time by 300%. Dialer not only helps in the automation but also brings intelligence to increase call center and agent productivity.
With the advancement of technologies, there are multiple dialers to suit different business needs.
Types Of Auto Dialers For All Type Of Businesses:
Now that we know the power of an autodialer, to enhance outbound calling, let’s explore the capabilities that these dialers offer.
Predictive Dialer:
This is the most preferred dialer. Why? It dials the call from the system automatically and connects the call to a live agent only when the call is answered by a human. It detects the answering machine, call waiting or disconnected calls and ave agents’ time with its predictive power.
Preview Dialer:
And you’d be happy to know that your agents can get customer information prior to the call connection. Preview dialer displays a screen pop up that contains customers’ information fetched from the existing database, thus preparing an agent to well prepared for the call. Agents can also choose the option to skip contacts from the list.
Power Dialer:
In this dialer, the agent is active on the calling session. This dialer enables the agent to answer the call when the customer has picked up the call for a conversation. Since the agent is available throughout the session, there isn’t any need to transfer the call.
How To Choose The Right Call Center Dialer?
Now that you know dialer can save you a lot of time, energy and will bring intelligence t your customer service game, you need to understand how to choose the right dialer software. Weigh your options to deliver the best-in-class services to your customers while considering these factors.
What is the agent count?
Businesses size needs to be considered when looking for a call center dialer. If your business varies between a mid-sized call center to a large call center with a considerable number of agents in the list, choose predictive dialer at best. Why? It will churn the list to filter qualified leads, it reduces agents’ idle time and increases their efficiency by 300%. Now, you know where to invest with these promising numbers.
Whereas, if you have a requirement for a handful of agents and you are at the initial stage of your business, a power dialer will make a better bet for your business.
Preview dialer, irrespective of the business size, lets you drive the contextual conversation. So, if you get the trouble of understanding the need of your customers, choose preview dialer to boost your ROI.
What is your customer base look like?
Businesses often miss understanding their customer base while choosing a call center dialer. For most businesses, context is the key to convert their prospects into the customer. With a complex sales process, where the lead is circulated in the sales team, the context-driven conversation is important.
Predictive dialer would work for large volume but each customer is not the same. For high-value customers, you need a preview dialer to score the lead.
How do you score the lead?
It is important to determine the way you handle the leads coming from different sources. When you are generating leads organically or through events, there are likely higher chances of converting them into customers and these leads should be qualified by a dedicated agent with a power dialer in place.
Leads that have a longer sales cycle could also be qualified with preview dialer that helps in preserving the context of the conversation.
As the businesses needs vary, ask your providers about the provision of scalability and integration capabilities when you wish to expand your business without any interruption.
