A call dialer is an application that automates the process of dialing numbers in call centers. Unlike manual dialing, it automatically dials the phone numbers pertaining to a selected list of contacts on behalf of the agents. A call center dialer, also known as an outbound dialer, connects the customer to either an IVR or to a live call center representative, thereby increasing the call connect ratio and agent talk time. The right dialer software for the call center is much more than just an automatic dialing solution, as it brings intelligence and analytical insights to the outbound calling process to enhance call center efficiency and improve agent productivity.
Predictive dialing employs a dialing engine based on an algorithm that kicks off automatic outbound calls for a specific campaign in the background for call center agents before connecting the live calls to the agents.
Phone is still the most widely used channel for sales development and companies use cold calling as a strategy to generate leads in both (B2B and B2C) scenarios. The more the number of prospects being reached, the higher the lead generation rate.
In today’s digital times, businesses are exploring various digital channels as well to generate leads, and these web leads are then reached out via phone for further qualification, nurturing, and closure. Lead response time is a crucial factor in determining the lead conversion rate.
An integrated outbound dialer allows the agent to have contextual conversations as all the relevant customer data is available using CTI and CRM integration. At the same time, the agents can update customer details in real-time and the same will be pushed to the CRM. This increases sales conversions.
Every business needs to promote its offerings to existing and prospective customers for better Sales. And also for improving their products and services, they need feedback from their customer base. A robust call center dialer helps to reach out to a vast customer base efficiently and quickly.
A predictive dialer is an outbound dialer system that automatically dials numbers from a contact list and as soon as the call connects, the call dialer routes them to an available agent to take the interaction forward. Predictive dialer saves agents time by screening busy signals, voicemails, unanswered calls, and disconnected numbers. As the name suggests, the predictive dialer has an inbuilt algorithm to predict when the next call should be placed. It analyzes when agents will be free to take the next call based on historical call pattern and then dial numbers on the agent’s behalf.