An auto dialer, also known as an automatic dialer, is a software or hardware system that dials phone numbers automatically and connects the calls to agents.
Auto dialers can be integrated with customer relationship management (CRM) software to give agents detailed customer information before the call, improving their ability to personalise interactions and provide better customer service.
Benefits of an auto dialer
An auto dialer is a software tool that dials phone numbers automatically and connects calls to agents or to pre-recorded messages. Here are some of the benefits of using an auto dialer, and of the auto dialer software Cloudshope provides for businesses in India.
- Increased efficiency — Auto dialer software saves time and increases productivity by automating the process of dialing phone numbers.
- Cost savings — Auto dialers reduce agent costs by automating dialing, which means fewer agents are needed to make the same number of calls.
- Increased sales — By letting agents make more calls in less time, auto dialers increase the number of leads generated and sales made.
- Better call management — Auto dialers help agents manage calls more efficiently by routing calls to the next available agent and providing detailed call reports.
- Improved customer service — Detailed customer information before the call helps agents personalise their interactions with customers.
We have 4 types of dialer
Cloudshope offers four types of dialer service, each suited to a different way of working.
1. Preview dialer
A preview dialer is a dialing system used in call centres and sales organisations to automate outbound calls to customers or prospects. Unlike a predictive dialer, which dials multiple numbers simultaneously and connects only answered calls to available agents, a preview dialer lets the agent see the contact first. Here is how a preview dialer typically works:
- Customer information — The system gives agents relevant customer information, such as name, contact details and any previous interactions or notes.
- Preview time — The agent has dedicated time to review the customer's information and prepare for the call, so they can tailor their approach to the customer's background.
- Initiating the call — Once the preview time is over, the agent starts the call from the dialer. The system dials the customer's number and connects the call to the agent.
2. Sequential dialer
A sequential dialer, also known as a power dialer or progressive dialer, automates outbound calling in call centres and sales organisations. It dials a predetermined sequence of phone numbers one at a time and connects the calls to available agents. Cloudshope provides this solution as part of its auto dialer software. Here is how a sequential dialer typically works:
- Call list — The sequential dialer is given a list of phone numbers to dial. These can come from a contact list or CRM system, or be imported from external sources.
- Dialing sequence — The dialer follows a predetermined sequence, starting with the first number on the list and moving to the next number after each call, regardless of the call outcome.
- Wrap-up time — After the call, the agent typically has wrap-up time to update customer records, make notes about the conversation or perform any follow-up tasks.
- Reporting — Sequential dialers often provide real-time and historical data on call metrics such as call volume, answer rates, agent performance and campaign success, helping managers monitor performance, optimise campaigns and make informed decisions.
3. Predictive dialer
A predictive dialer is built for making large volumes of outbound calls. It uses predictive models to dial multiple numbers simultaneously and connects only answered calls to available agents, minimising idle time and increasing the number of live conversations agents can have. Here is how a predictive dialer typically works:
- Call list and parameters — The system is given a list of phone numbers to dial, along with parameters such as desired call volume, target answer rate and agent availability.
- Speed control and automated dialing — The predictive dialer dials multiple numbers at once, usually over multiple lines or channels. It accounts for variables like average call duration and expected call outcomes, aiming to connect agents with live calls as soon as they become available. You can decide how many calls per agent are initiated based on your data quality.
- Call filtering — The dialer filters out unanswered calls, busy signals, disconnected numbers, voicemails and other non-responsive calls, and transfers only answered calls to available agents.
- Agent call handling — When an agent becomes available, the predictive dialer connects them to an answered call. The agent then engages with the customer or prospect for the purpose of the call, such as sales, customer service or surveys.
4. Manual dialer
The manual dialer option lets you dial any contact manually, either from a desktop or from a mobile phone. All manual calls are recorded too, and live call tracking is available for them.
Features of an auto dialer
- Call recording — Auto dialers often include call recording, so calls can be recorded for quality assurance, compliance, training or resolving disputes. Recordings can be stored and accessed later for review.
- CRM integration — Integration with CRM systems is a common auto dialer feature. Agents can access customer information, call history and notes directly from the dialer interface, giving them a complete view of the customer's interaction history.
- Call analytics and reporting — Auto dialers often generate real-time and historical reports on call metrics and analytics.
- Call disposition and follow-up tasks — Agents can classify call outcomes, such as "sale made", "call back required" or "no answer", and assign follow-up tasks or schedule call-backs based on the outcome.
USPs of our dialer
Specific features vary between dialer software and providers, since different systems are built for different requirements. Here is what differentiates the dialer provided by Cloudshope Technologies:
- Multiple campaigns can be scheduled at the same time.
- Multiple CRMs can be plugged in at the same time.
- Full, detailed reports in the panel.
- Calling from a fresh, dedicated number.
- Live tracking of agents.
Predictive dialing
Predictive dialing technology auto-dials the configured contact list in a way that minimises waiting times and lets agents handle the most calls efficiently.
The system may place multiple calls at the same time to make sure the agent is not kept idle or waiting for too long.
Agents can only go through the contact list in the order the system assigns. Specific calls cannot be skipped.
Preview dialing
Preview dialing is also an auto-dialing technology. It lets agents see which customer they will talk to next, so they have more context and can provide better, more relevant service.
Even though the process is partially automated, the next call is only initiated when the agent chooses to, and only one call is placed at a time.
The key feature of preview dialing is that agents can skip calls and callers as they wish, giving them full freedom over who they speak to.
Progressive dialing
Progressive dialing keeps the call queue moving by automating the dialing process, which reduces the time and effort spent on manual dialing.
Only one call can be placed at a time, and the current call must have ended before the next one is placed.
Callers cannot be skipped in progressive dialing: the agent goes through the list in the same order, one call at a time.
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