Call Center Dialer Decisions – Finding the Best Software

Finding the Right Call Center Dialer for Your Organization

Many of our clients have to make hundreds or even thousands of outbound calls every day to find or serve their customers. This is not something that you can do with nothing more than mobile phones or desktop handsets. This is a task that calls for software. A good call center dialer will enable your organization to conduct outreach activities on a large scale without slowing down to deal with repetitive tasks. There are four types of dialing systems that you’ll want to consider. Each one represents a step up in automation from the one before it. Any one or even all of them may be right for your organization based on the type of activities you carry out. Let’s have a look at each of the four types.

Manual Dialing

This is the simplest type of dialer. Many of these can be found in the form of free software. With these programs, you have to manually enter each phone number you intend to call. This is slow and inefficient, but given the low cost, it may be the best option for very small businesses. If you don’t have lots of calling to do, as in less than a hundred calls a day, this may be a good option. It’s basically the same as having a cell phone built into your computer, that dials over the internet.

Preview/Power Dialing

Time to take it up a notch. With this type of call center dialer, you start to use some automation. As soon as an agent indicates that they are available to make or take a call, the system starts working. One advantage is that these systems generally give agents the opportunity to preview much of the customer information before actually starting the call. This is especially helpful in B2B sales operations, fundraisers, and political drives. Other versions start dialing automatically. Your specific campaign will determine which version you need.

Predictive Dialing

This dialer type features an initial separation between the agent and the customer. It automatically dials out based on an algorithmic prediction of whether and how many agents may be available to take calls. Only when someone does actually answer the call does it transfer and connect to an available agent. The disadvantage is that it’s impossible to predict agent availability with 100% accuracy. That means that dropped calls are not uncommon. There are some applications where this is the best option, though, because it does minimize agent downtime.

Progressive Dialing

When you have a long list of good leads to go through, this may be the best way of all to handle them. A progressive call center dialer fires off multiple calls at the same time. It banks on the probability that the vast majority of them will not get an answer. for those that do answer, the agent is listening. They are the one that makes the connection, and continues the call.

At Perfect Pitch, our campaigns use a combination of all of these different types of dialers, based on the needs of each client. Whatever call center dialer you choose, we can guarantee that our Ready Response technology will make an enormous difference in the quality of your calls. Contact us today to see the impact it can make!

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