The enterprises set up outbound call centers to interact with existing and potential customers for a variety of purposes – product promotion, brand awareness, lead generation, telemarketing, market research, customer satisfaction survey and fund raising. But the outbound call center agents cannot initiate sales calls and execute outbound marketing campaigns efficiently without using the right outbound dialer.
The outbound dialers can be broadly divided into two categories – manual dialers and automated/auto dialers. The manual outbound dialers are the most basic form of call center dialers. They require agents to initiate outbound calls by dialing telephone numbers of existing customers and potential leads manually. The agents further need to put extra time and effort to check if the call is answered by a live person. The time spent on detecting busy signals, answering machines, voicemail, unanswered calls, and disconnected calls impact agent efficiency and productivity adversely. That is why; contact centers no longer use manual dialers to initiate a large number of outbound calls in a short span of time. The consistent growth of global auto dialer market suggests that call centers have been abandoning manual dialers for automatic dialers. Unlike manual dialers, auto dialers help call centers to automate and expedite outbound calls. In addition to dialing telephone numbers from a contact list automatically, the auto dialers also detect busy signals, answering machines, voicemails, unanswered calls, and disconnected calls. They connect the caller to a live agent or play a pre-recorded message only when the call is answered by a live person. The cloud-hosted auto dialers help call centers to initiate outbound calls efficiently without building and maintaining an onsite IT infrastructure. The auto dialer software even accelerates lead generation activities and simplify outbound marketing campaigns by providing sophisticated features like contact list management, time zone customization, call transfer options and real-time reporting. A call center has the option to choose from various types of outbound dialers according to the precise needs of individual marketing campaigns. Click-to-Dial Solutions The click-to-dial solutions function just like manual dialers. They allow the outbound agent to call telephone number one by one. But the agents can use the click-to-dial solutions to place outbound calls without dialing the telephone numbers manually. They can initiate outbound calls automatically simply by clicking on the click-to-dial option. The call centers have the option to integrate the solution with a CRM system or database to dial telephone numbers sequentially and automatically. Many call centers leverage click-to-dial solutions to eliminate the risk of dialing wrong numbers. Progressive Dialer The progressive dialers place outgoing calls based on agent availability. Hence, each outbound call is handled by an agent proactively. The call centers leverage this type of auto dialing solutions to address the call abandonment rate. But the call centers cannot use a progressive dialer to initiate a large number of outbound calls as it places only one call for each available agent. The agents can still use the dialer to personalize customer interaction and improve customer engagement. Preview Dialer This type of outbound dialer enables agents to access information about an existing customer or potential lead before handling the next outbound call. Hence, it becomes easier for agents to formulate a calling strategy and personalize customer interaction by accessing the right information at the right time. The preview dialers even allow the agents to initiate the outbound call simply by clicking on a button. But the call centers cannot use preview dialers to manage high volume outbound calls. Predictive Dialers Many call centers leverage predictive dialers to run large-scale marketing campaigns efficiently and simultaneously. Unlike other auto dialers, predictive dialers determine agent availability using algorithms. They initiate outbound calls before an agent is about to become free to handle the next call. Hence, it becomes easier for agents to handle more outbound calls in a short amount of time. The predictive dialers help call centers to boost agent productivity and reduce agent idle time. But the agents often find it challenging to personalize customer interaction using predictive dialers. The call centers still opt for cloud-based predictive dialer software to manage high volume outbound call activities efficiently without deploying extra agents. VoIP Dialer As its name indicates, this type of outbound dialers facilitate outbound calling by leveraging Voice over Internet Protocol (VoIP). The call centers use VoIP dialers or soft-phones to enable agents to manage outbound calls efficiently using their computers. They even help contact centers to curtail operational cost by eliminating the need to invest in telephone systems and lines. The call centers can integrate the VoIP dialers seamlessly with a variety of business solutions. But they need high-speed internet connectivity to use soft-phones optimally. IVR Dialer This type of outbound dialers expedite outbound calling by leveraging interactive voice response (IVR) technology. The IVR technology makes the auto dialer play a pre-recorded message when the outbound call is answered by a live person. The dialer further allows the existing or potential customer to avail additional information or interact with the live agent by choosing the appropriate self-service option. Many call centers leverage IVR dialers to manage a high volume of outbound calls efficiently without deploying additional agents. Cloud auto dialer Unlike conventional auto dialers, cloud auto dialers help call centers to eliminate the need to build and maintain on-premise IT infrastructure by leveraging cloud computing. The cloud auto dialers run on an offsite server provided and maintained by the cloud communication service provider. Hence, the agents can access the cloud hosted auto dialers from anywhere over the internet. The cloud auto dialers, unlike conventional auto dialers, come with sophisticated features to facilitate management and monitoring of multiple marketing campaigns simultaneously. A call center can choose from different types of outbound dialers according to the need and scale of individual marketing campaigns. Many call centers these days opt for cloud-hosted auto dialer to software to initiate outbound calls efficiently without focusing on managing and scaling on-premise IT infrastructure. The cloud-based auto dialers even come with sophisticated features to help call centers run multiple campaigns efficiently and simultaneously.
7 Comments
5/30/2022 01:10:31 pm
ie mir nicht nur anzeigt wie ich mich meiner Traumfrau gegenüber zu verhalten habe. Das Buch zeigt nicht nur indirekt wesentlich weitergehend gesellschaftliche Regeln auf, vom äußeren Erscheinungsbild und dessen Wirkung bis hin zum erweiterten Small-Talk! Herr Haas kommandiert seine Leser zur allgemeinen Befähigung, endlich den Arsch hoch zu kriegen, um mich mal in der doch recht herben Sprache seiner Sätze auszudrücken. Es ist ein entspannendes Lehrbuch, und zeigt bisher für viele Singles verschlossene Methoden der zwischenmenschlichen Kontaktaufnahme auf. Und es ist zudem universell einsetzbar, denn der Autor beschränkt sich sinnvollerweise nicht auf eine Angriffstaktik die ausschließlich zu einem One-night-stand führen kann. Des weiteren befähigt es einen, vergangene Niederlagen zu analysieren, indem es Flirtfehler aufzeigt, die bestimmt auch Ihnen die Kontaktaufnahme zum anderen Geschlecht bisher einschränkten. Wenn’s mit diesem Buch nicht hinhaut, dann kann’s nur noch am Weibe liegen – also: Carpe diem! Nichts wie reinz
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5/31/2022 08:07:57 am
The call centers still opt for cloud-based predictive dialer software to manage high volume outbound call activities efficiently without deploying extra agents. Thank you for the beautiful post!
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8/1/2022 01:24:10 pm
The call centers still opt for cloud-based predictive dialer software to manage high volume outbound call activities efficiently without deploying extra agents. Thank you for the beautiful post!
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8/15/2022 11:52:47 am
The cloud-based auto dialers even come with sophisticated features to help call centers run multiple campaigns efficiently and simultaneously. I love this blog. I don’t know what I’d do without you and your great info! Thank you so much!
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9/1/2022 08:33:51 am
The call centers can integrate the VoIP dialers seamlessly with a variety of business solutions. Thank you for taking the time to write a great post!
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4/5/2023 11:28:01 am
They even help contact centers to curtail operational cost by eliminating the need to invest in telephone systems and lines. Thank you for taking the time to write a great post!
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