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For urgent or high-volume outbound campaigns like sales promotions, manually calling each customer or prospect is inefficient. Enter Autodialler – a solution to swiftly reach a large customer base with ease.
When it comes to outbound campaigns, especially urgent or high-volume ones like sales promotions or new product releases, a business’ priority is always to update as many customers as quickly as possible. In this context, having sales representatives or customer engagement representatives manually dial and call every customer or prospect in a list is far from the ideal standard of efficiency. Fortunately, an Autodialler or Automated Dialler system can help with that.
In the present day, the technology call centre agents or sales representatives use is almost as important as their irreplaceably human skills, if not more. It’s estimated that for every 1.5 minutes of conversation with a prospect, an agent spends 6 minutes on manual tasks, like dialling, or searching customer information. And that’s where Dialler features, an essential tool in every outbound call centre phone system, come into play. The right Autodialler system can free agents from those menial tasks so that they can focus on what really matters: high-value conversations with customers and prospects.
In this article, we’ll explain everything you need to know about Autodialler or automated Dialler systems: from how they work to what they’re used for and what differentiates them from other types of Diallers, like Predictive Dialler and Progressive Dialler.
So without further ado, let’s start with the basics: what is an Autodialler?
What is an Autodialler or Automated Dialler?
In a nutshell, an Autodialler is a software solution that automatically dials a list of customer numbers and either plays a prerecorded message or connects the call to a live agent whenever a customer responds.
This eliminates the need for agents to spend time dialling and selecting customers manually, allowing them to focus on what they’re really good at and what actually brings value to a business: high-quality conversations with customers.
That’s why autodiallers are mostly used in environments or industries where time is precious. For example, sales call centres often deal with demanding quotas, so the use of automated dialling significantly augments productivity, allowing a machine to handle the dialling process and consequently, empowering an agent to reach more conversations, more leads, and more sales in less time. This technology has found application across various sectors, including sales, healthcare, and hospitality, among others.
Call Centre Auto Dialler systems are ideal for high-volume operations like contact centres or sales teams conducting large-scale outbound campaigns, as they initiate calls automatically, prioritizing speed and efficiency.
Benefits of Autodialler
Enhanced Operational Efficiency
Automated Dialler systems automate the process of calling numbers from contact lists, reducing the time agents devote to manual dialling. This automation substantially boosts the number of calls agents can complete within a given time frame, leading to heightened productivity.
Time Optimisation
By automating various calling-related tasks like call disposition logging and follow-ups, outbound dialers free up valuable agent time that can be redirected toward more productive endeavours.
Streamlined Call Distribution
Some automated diallers possess the capability to intelligently distribute calls among the available agents, ensuring that each call is assigned to the right agent. This distribution can be based on factors such as agent skills, customer profiles, and call priority.
Scalability
Automated diallers can easily change their dialling paces to handle higher call volumes or new campaigns, providing businesses with the flexibility to adjust to shifting demands without the need for substantial infrastructure modifications.
How does an Autodialler work?
Here’s how an Autodialler system or Automated Dialler usually works:
1. Data input
Users or agents input a list of phone numbers into the auto dialer’s system. This list can include leads, prospects, or customers that they want to contact.
2. Contact information retrieval
The auto dialer accesses a database or contact list that holds customer information, including phone numbers and names.
3. Dialling
The auto dialer starts dialling the phone numbers sequentially or using a predefined dialling strategy. It can make multiple calls simultaneously or one after the other, depending on the dialling mode selected.
4. Call handling
When the call is answered, the auto dialer can manage the call in various ways:
It can connect the call to a live agent or representative.
It can play a pre-recorded message, such as an automated survey or appointment reminder.
If no one answers the call, it can leave a voicemail or disconnect the call, depending on the system’s settings.
5. Call status monitoring
The auto dialer monitors the status of each call, including whether it was answered, went to voicemail, or encountered a busy signal.
6. Interaction Voice Response (IVR)
Interactive Voice Response (IVR): Some auto dialers use Interactive Voice Response (IVR) technology to distinguish between live people and answering machines. IVR can allow users to interact with the system through voice or keypad inputs.
7. VOIP Integration
Some auto dialers, like those integrated within Cloud Contact Centre solutions, support Voice over Internet Protocol (VoIP), enabling calls to be made over the internet instead of traditional phone lines.
8. Data logging
The auto dialer typically logs call data, such as call duration, call outcomes, and any customer responses or actions taken during the call.
9. Advanced Features
Modern auto dialers may offer advanced features like call recording, caller ID, call analytics, and integration with customer relationship management (CRM) systems to improve efficiency and effectiveness.
At this point, there is one crucial point we must bring up. Not all automated diallers work the same way; especially when it comes to the level of sophistication they allow for in the Dialling stage, there can be massive differences between one automated Dialler system and another, and these will make some autodialler systems more or less apt for different types of businesses.
One of the most common types of differences between different autodialler systems is whether they have Predictive Dialler features. But what exactly does this mean? What is the difference between an Automated Dialler and a Predictive Dialler? We’ll explain that in the next section.
Autodialler vs Predictive Dialler: what’s the difference and which is better?
While sometimes the denominations of Autodialler and Predictive Dialler are used interchangeably, there are significant distinctions between one and the other.
Autodialling software allows for simultaneous calling of multiple numbers, whereas predictive dialling software relies on AI technology and statistical algorithms to anticipate when agents will become available and queues customer calls accordingly. This approach aims for smoother customer experience, lower waiting times for customers, and shorter gaps between agent interactions. For instance, if agents are heavily engaged, the predictive dialling software adjusts its pace, preventing customers from being kept on hold for extended periods.
In practice, this is how this key difference works: an Autodialler continually places calls following a fixed pace or strategy, typically (but not always; more on this later) dialling a new number as soon as an agent becomes available, from a batch of contacts and links the answered calls to an available representative. Conversely, predictive dialler software usually initiates calls a brief moment before an agent finishes their ongoing call by predicting the agent’s call duration and availability.
In other words, a predictive dialler is basically an automatic dialler that allows for a higher level of sophistication when it comes to strategising the pace of the calls, also predicting the optimal pace automatically. With a standard automated dialler, it’s up to a human agent to set up the call rate for each agent is necessary, whereas the predictive dialer calculates and configures the dialling rate based on factors like the number of agents and average call duration.
Automatic dialers work best for teams with not many agents and for campaigns involving small contact lists. In contrast, predictive dialer software is the preferred choice for large teams and for outbound calling campaigns marked by substantial call volumes and a need for quick call processing.
There are also particular possible downsides to each of the two types of Dialler: with a standard call centre Auto Dialler, agents may have less control over the pace of calls as the dialer continually dials numbers, leading to a potentially higher number of dropped or abandoned calls. On the other hand, with a Predictive Dialler, can sometimes be more aggressive in call pacing, leading to dropped or abandoned calls if the predictions are not accurate.
That’s why it’s so important to examine well the needs of your business and the features of a Dialler before choosing a particular Call Centre Auto Dialler solution. When considering auto-dialling software, it’s also important to keep in mind that some options may include predictive dialling features, while others may not.
So, to wrap this section up: we could conclude that a Predictive Dialler is a type of Automated Dialler that relies on AI and intelligent algorithms to pace the rhythm of calls.
Progressive Dialler is another type of Dialler that is sometimes mistaken with Autodialler solutions. Let’s briefly consider the difference between the two in the next section, and then we’ll move on to a list of benefits associated with Call Centre Auto Dialler solutions.
What is the difference between Autodialler and Progressive Dialler?
A more nuanced difference might be the one between Automated Dialler and Progressive Dialler systems. Here, the relationship between the two terms is similar to the case of Predictive Dialler: all Progressive Diallers are Automated Diallers, but not all Automated Diallers are Progressive.
However, the difference is quite simple: a Progressive Dialler will always wait for an agent to become available to automatically dial the next number on the list, while an Autodialler might not always proceed that way: its dialling pace or strategy might allow it, for example, to dial several numbers simultaneously or dial before waiting for an agent to be available.
An automated dialler allows for more aggressive call pacings that might be convenient in, for example, large or bulk outbound campaigns, while a Progressive Dialler places more importance in the reduction of unanswered calls.
For this reason, a progressive Dialler system will be notably beneficial for businesses with a small to medium-sized sales or customer service team and campaigns with a moderate call volume. It’s ideal when personalised attention is crucial, and call pacing needs to be closely aligned with agent availability.
On the other hand, standard and Predictive Auto Dialler systems will be better suited to well-suited for businesses with larger teams and high call volumes, particularly in telemarketing, collections, or customer service operations where the focus is on maximising the number of calls made and connections with potential clients or customers. Businesses that prioritise efficiency, scalability, and reaching a larger audience often find automatic dialers, especially predictive dialers, to be more suitable for their needs.
Hopefully, by now you’re more familiar with the concept of Autodialler, what it can do for your business, and how it differs from the concepts of Predictive Dialler or Progressive Dialer.
How to implement a Call Centre Auto Dialer platform
Define your objectives
Before implementing a dialler solution, clearly define your objectives and goals. Determine what you aim to achieve, whether it’s increasing sales, improving customer satisfaction, or enhancing agent productivity.
Evaluate vendor options
Research and evaluate different dialler vendors to find the best fit for your business needs. Consider factors such as features, scalability, pricing, and customer support. Request demos and trial periods to test the usability and effectiveness of each solution.
Plan your deployment strategy
Develop a deployment strategy that outlines the implementation process, timeline, and resource allocation. Consider factors such as training requirements, data migration, and integration with existing systems. Engage key stakeholders and department heads to ensure a smooth transition.
Train your team
Provide comprehensive training to your team on how to use the dialler solution effectively. Train agents on call handling best practices, CRM integration, and compliance requirements. Offer ongoing support and resources to help employees adapt to the new system.
Monitor and optimise performance
Continuously monitor and analyse performance metrics to identify areas for improvement. Track key metrics such as call volume, conversion rates, and customer satisfaction scores. Use insights from analytics to optimize dialler campaigns, refine sales strategies, and drive better outcomes.
By following these steps, businesses can successfully implement a dialler solution and maximize its benefits for sales, customer engagement, and overall business success.
Conclusion
In this article, we have considered what sets Automated Diallers apart from other types of Diallers and what types of businesses they’re best suited for. As we have seen, with their ability to initiate calls without agent intervention, Call Centre Auto Dialler systems are particularly advantageous for businesses dealing with high call volumes, like contact centres or sales teams engaged in large-scale outbound campaigns where speed and efficiency are paramount. The automated nature of the dialing process ensures that the next call is seamlessly initiated, allowing agents to focus on conversations rather than manual dialing tasks.
If you want to know more about Call Centre Auto dialler systems or about what type of Dialler solution would work best for your business, you can speak to one of our representatives. Our Omnichannel platform includes completely personalisable Dialler features, along with a vast array of functionalities to take your customer engagement to the next level. Message us for an information or get a free, personalised demonstration session!
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