Outbound Dialer Types in the Contact Center

Most call centers use outbound telemarketing to perform sales calls, warm the lead list and find new potential customers to pass them through the sales funnel. Cold calls as a marketing strategy exist for years, but the discussions about their effectiveness and influence on clients’ opinions and the business’s image still go on. Both supporters and opponents of cold calling have arguments to prove their points of view, but our topic does not set itself a goal to find out who is right. We, as most marketing specialists, recognize and understand the impact of outbound sales strategies and their ability to bring new clients and deals.  In this blog, we’re going to describe the types of tools that are irreplaceable if you choose outbound marketing as one of the fundamental tools for your business. To be frank, we all know that it’s impossible to call every lead from the lead base using only a mobile phone - or it will take half of a year. So, to do outbound telemarketing you require something to automate the processes and actions to save effort and money. And yes, this tool is called an outbound dialer. There are dissimilar dialer types for an outbound call center, such as the predictive dialer, power dialer (also known as progressive dialer), and preview dialer.

In this article you will find:

1) Outbound call center dialer: definition

2) How does the call center dialer work?

3) Guide for three types of outbound dialers?

4) Comparison table

5) Outbound dialer benefits

6) Conclusion

When we are talking about types of dialer software, we should keep in mind that their variety isn’t caused by some minor dissimilarities. Every one of them holds different objectives and suits diverse trade models. 

To answer such questions as how the dialer works in the call center, what call center dialer solutions are greatly effective, what are the types of call center dialers, and many others, we have written this blog. Now we ask for allocating a few minutes to read it and discover everything about auto dialer software. 

Let’s begin.

What is the definition of an outbound dialer? 

An outbound dialer is a tool incorporated into the contact center software to perform dials to reach leads and provide outbound calling campaigns. If a more detailed definition is required, it will sound like this: this instrument is an integration of calling technology with a PC to do massive calls during outbound telemarketing to get the lead bases, warm existing leads, close cold sales, and upgrade the contact base. It has many advantages, and they relate not only to reducing the amount of manual dialing. The outbound dialer can automate the redials according to the specifically designed rules, ignore busy signals, answering machines, or invalid contacts, analyze the contact rate in live mode to customize the dialing mode, and provide higher agent efficiency. Outbound dialing downsizes agent idle time, boosts agent productivity, and prolongs average call duration. Distinct types of dialers in a call center have different goals and objectives together with diverse algorithms which are designed to fulfill the necessities of various business niches, models, and entire industries. 

What we have described above is a brief description of call center dialer solutions, but to be equipped with full knowledge of outbound dialing, you have to understand how the call center dialer works, so it’s time to move further to the next paragraph of our article. 

How does the call center dialer work? 

The technological process is going on, so thanks to it we have an opportunity to use modern solutions that need no hardware or huge investments to be operated. Nowadays, call center dialer solutions are designed which utilize the cloud model to work. To start operating the call center dialer nothing is required but a working computer, Wi-Fi, and headphones. 

According to the variety of industries and niches where outbound dialing is used, developers designed various solutions to suit any business. We’ll deal with the differences between these models later.

How does an auto dialer reduce manual dialing? Well, the first and the most obvious thing is that it performs calls without the agent’s participation. Another option furnishes avoiding unpromising contacts, such as busy signals, incorrect numbers, or unanswered calls. The call is transferred to an operator only if it is answered by a real person. The next live call is linked to an agent almost immediately after the previous call ends. One of the algorithm types, predictive dialing mode, is known as an advanced dialer and can seek a new call even while the earlier one is likely to finish in the nearest seconds. By the way, these features positively affect agent productivity because of less time lost on manual dialing, a bigger number of real conversations, and trimming agent idle time. 

Despite the dialing qualities, auto dialers bear many other functions which are designed to get the most from outbound marketing campaigns. Several campaigns operating and testing, clients’ information integration, control, and call monitoring options, managing the lead bases, filters, and recordings of calls are the short list of them. 

To have a deeper understanding of what is proposed by various dialers, let’s discover what types exist and how they differ one from another. 

Dialer types guide

We have mentioned these types above in passing, but now it is time to allocate more time for learning their main dissimilarities, advantages, and disadvantages, suitability for distinct business models, and key goals for which they have been developed. 

As we already stated, there stand three kinds of auto dialer - predictive, power (progressive in some cases), and preview. They have been all invented for automating call procedures, but each of them is more preferred for diverse goals - one for B2B, another for B2C, and others for diametrically opposite niches and industries. 

This paragraph is not only to get a comprehension of dialer dissimilarities but also to help you find the most suitable one for your firm.

Predictive Dialer

This type seems to be the most high-tech and evolved if we talk about its algorithms and speed of enactment. Predictive dialing is operated to fastly pass through huge contact bases and reach as numerous probable clients as possible. It works utilizing the special dialing ratio, calculated and changed by the system almost every second to find out the perfect number of dials to boost the number of live calls for each operator per shift. The only similar feature with a power dialer is that the system doesn’t connect unsuccessful dials to the operator, but if we talk about the predictive algorithm, we have to mention its ability to correct and change the number of simultaneous dials in accordance with the percentage of successful dials, as well as it operates intelligently to calculate the average conversation span and start selecting the new call while the previous connection isn’t finished. 

Predictive dialing is a champion in filling sales agents’ working hours with actual calls, and the best such dialers can provide real calls for more than 80%-90% of operators’ shift duration. It correspondingly may be a great choice to clear lead bases from invalid contacts, which will be ignored and passed by the dialer. What’s even additionally exciting is that a predictive algorithm bears the ability to redial unsuccessful dials following the custom rules which have been created by the manager or team leader. 

Power Dialer, which is rarely called Progressive Dialer

Power Dialing works like a Predictive one, but it has a great dissimilarity in the algorithm. If the Progressive dialer can count the Average Call Duration score and AHT to customize the dialing terms, the Power type uses just a predefined ratio, such as 1:1 or 2:1. What do we mean by this ratio? It is a number of leads that will be called after the agent closes the previous conversation. So, it can call 2 leads at the same time, or just one, and connect the operator if the call would be picked up - or pass further if the call will be invalid. The power dialer is great to work with existing customers or checked bases. If you want to deal with such lists, the power algorithm will do it quickly without any manual dialing.

Preview Dialer

The most personalized model for high-net-worth clients or for B2B, where one customer can cost a fortune. Its key feature is showing the client’s data before the call, such as imported info from CRM systems: previous interactions, surveys, last purchase, and so on. This information can help to personalize the call and make the conversation more individualized to boost the chance of a future conversion. As we have already mentioned, if your business requires a personal and client-oriented approach to the customers, a preview model can cover these needs. And yes, it also requires no manual dialer process. 

Comparison table 

 

Predictive

Power

Preview

Operation model

Links an agent after the last call ends according to the ratio that has been set up before the campaign has begun, but it is able to start looking for a new call even while the previous one is in progress.

Works in obedience to the previously chosen ratio and starts to dial when the agent is free. 

Shows the client info before picking up a call, and allows an agent to fill out the survey during the conversation.

Options

Passes through unsuccessful dials. Can connect a new call almost immediately after the last one because of the intelligent algorithm. 

Also avoids invalid or unanswered contacts with an opportunity to manage them late. The contact base can be edited during the campaign. The ratio can be also customized.

Invalid dials or busy signals are marked manually. Moving through the client list is also manual, by pressing the Call or Deny buttons, after which the next customer card will open.

A number of awaited conversations

More than 100 dials per hour with 75% of call connection rate (75 real calls in summary).

Has a slower pace than predictive dialer systems -  around 75 calls per hour with around 50% rate of real calls(depends on the base quality).

Around 50 dials per hour with 25 successful calls

Number of needed operators

Works perfectly with 5 and more.

Can be used with just one agent.

One operator is enough.

Where it suits the best

Suits cold calling campaigns, lead generation, telemarketing, collection, and so on.

Warm bases, to call existing customers, e-commerce telemarketing, etc..

High-net-worth campaigns, personalized campaigns, permanent customers, special events, etc.

* The number of potential calls is counted according to the standard health of a list.

What benefits are provided by call center dialers? 

Now you know how the call center dialers differ, and what advantages are offered by each of them. But what are the real outcomes and benefits of using outbound dialers? How are they calculated? Maybe it’s unnecessary to use call center dialers, and forcing the operators to make three or four hundred manual calls per day is a normal and cheap work model? 

Actually, contact center dialers are great not because they just eliminate the manual and routine work. They are complex tools to perform more deals and close more leads, so their options packs contain many useful functions despite the auto dialing. So don’t be confused by their name, call center dialers have many things that will definitely surprise you, and we are going to describe them below.

Automation of processes

Yes, the most obvious, and the most essential feature at the same time, goes first. Outbound dialers are designed to greatly decrease the terms on dealing with the lead bases, so they bear functions to work up even the huge contact base in a few daytimes - instead of the months required to do it if you force the operator to phone every lead manually. 

Dialers avoid unsuccessful calls, and can both redial or ignore them, so they are also a kind of filter for the lead base. The variety of types of dialer solutions opens new horizons for providing customer service - if you need more personalization, use the preview mode. If you have to pass through contact bases as fast as possible, you have a predictive dialing algorithm. There was no one to check and edit the lead base? The power dialer software will deal with it. 

Boost agent productivity

The first advantage is that no auto dialer will let the agent idle between calls. The algorithms are developed to reduce the call waiting time to almost zero. Operators, who work in pairs with auto dialers, have up to 80% of their working time filled with real conversations, so in summary, their productivity and performance grow. With the assistance of a predictive dialer, operators will have even less time to spend without calls, for the reason that the system may easily calculate the ideal interval between calls and start dialing for a new conversation even before an operator hangs up the last call. 

Get the higher conversion rates

As the Preview may show the client info ahead of the call begins, your operators will be more acknowledged of the previous actions of a client, his preferences, characteristics, and potential decisions. Such data collection and provision is vital for offering personalized service and proposals, so it is important to use this option when working with permanent, high-net-worth clients or in the B2B segment. When the operator knows who the client is and what he wants, the chances for the potential deal rise. Another factor that increases the conversion rate is higher operator’s motivation as he spends more time in real dialogues, and call scripts that assist workers to perform the talk in the right direction and overcome the objection.

A preview dialer is also a great choice if the contact center solution is integrated with the CRM system. At this point, the information from CRM is transferred to the auto dialer, and the reps see the whole client’s journey, so you can forget about the doubts that the service furnished with the assistance of a preview dialer will be as individualized as possible.

Real-time statistics

Insights, live dashboards, etc. are a great option to track the agents’ performance and make decisions about their future coaching or training sessions. Use them to measure call center metrics, discover areas of improvement, build further customer service strategies, and make thoughtful and informed decisions. 

Stats provide you with up-to-minute information about all valuable rates, based on data that updates regularly to keep you up to date. 

Call monitoring features

Such options as call recording, whispering, or monitoring are crucial if there is a need to furnish the call center development on the highest level. Call recording is needed to see and evaluate every operator in action and identify their imperfections or strong sides. This feature is a must-have for building a training plan, especially for soft skills gaining. Another advantage of this function is that it assists to detect agents, who feel negative emotions and are near to professional attrition or burnout. If such factors are identified, you have more chances to save money on turnover and help the employees before they leave. 

Whispering is a great option when the conversation is going on, but the operator feels that he can’t deal with the issues or the client may fall in a bad mood and stop the call or ask for escalation (and this is a bad variant, and here we describe why). In such situations, the agent asks an experienced colleague (another rep or supervisor) for help and links him to the call. Now the worker hears the advice of his supporter, while the client knows nothing. 

Call monitoring is a complex definition, and it can be used in three different modes - hidden mode(when no one hears you), whispering(when an agent hears you), and call barging(when both client and agent hear you).

A little conclusion

To finish the article, let’s make a summary. As we have found out, call center dialers are the most relevant and even an irreplaceable option for outbound marketing. Without them, it’s almost unreal to handle and provide outbound campaigns as there exists tons of routine and manual work that can’t be done by sales agents with the proper speed and efficiency. Auto dialer is an instrument that performs dials to contact dozens of leads per hour and link calls to operators together with avoiding invalid contacts, such as unhanged calls, answering machines, busy signals, invalid numbers, etc. It works via a cloud-based contact center, no matter what ilk of auto dialer you prefer to choose. 

There are three kinds of dialers: power, predictive, and preview. All of them are designed for different campaigns and there is no all-around ideal dialer. The predictive dialer bears the most intelligent algorithm and works faster than its brothers - it is multiple times faster than the preview model. Preview type is more suitable for B2B and provides a more personalized service because of its feature to provide clients’ data before the call. 

Using an auto dialer solution helps to boost agent productivity, get more deals and conversions, and automate all manual processes. Call center dialers also provide real-time stats and have options to record and monitor phone calls to control the operators. 

Even though this theoretical guide is enough to discover all the needed information about auto dialers and choose the type for your business, you need someone who designs them and has a long history of successfully providing such software. Fortunately, we are developers that can offer you all-in-one outbound dialer software. To see how it works in real life and make a thoughtful investment, go through this link and schedule a demo!

Interested in an ultimate outbound call center dialer?

Contact us to discuss your needs and see Voiptime Call Center Dialer in action!

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