The call center that we know of today is a far cry from its former state, what was once a simple setup of an Automatic Call Distribution (ACD) system in the ’50s has now been morphed into a milieu for omni-channel communications, now known as ‘contact centers’. And through this journey, one technological advancement has continued to aid agents: the automatic dialer. It was not until the ’80s that this piece of technology was reportedly introduced by Douglas Samuelson, president of Infologix Inc., when he began using it as a way to avert the growing number of call abandonment cases.
At present, a “4 out of 0” satisfaction rating can easily spell the difference between free coffee on the daily and going back to couponing for a pack of bottled water. Through this shift to a customer-centric sales environment, call centers have always worked around the challenges brought about by it. Today, organizations have educated themselves in the business of customer satisfaction. A typical call center who invests in a well-suited automated dialing system can easily increase their first call response rate by 1%. A single digit jump might seem too little to celebrate over, but until you know that it has a monetary equivalent of $276,000 USD will you realize its importance. So, if these figures convinced you to put a premium on an automated phone system, it’s time to orient yourself with the various robust infrastructures that can positively benefit your organization.
An automated calling system works for both B2B (business to business) and B2C (business to client) setups, and in both cases it heavily influences the seamless execution of customer service strategies. With limiting the idleness of agents and the optimization of their work hours, the system has been responsible for the 53% success rate of case management solutions. From Predictive or Direct Dialers to Progressive Dialers, a growing number of auto dialer systems have been developed for you to choose from. But despite this significantly sized list of available dialers, not every single one of them will be a perfect fit for your organization. A couple of things to consider must be kept in mind when making the decision of investing on one. So before you allot a considerable amount of your budget to the upgrade in infrastructure, ask yourself these questions: Do I need to up the ante with the amount of automated calls my agents make? Or do I need to spare my agents the time of filtering through unwanted calls from robots? And to help you answer those questions, here is a list of the available automatic phone dialers in the market at present:
1. Preview Dialers
Often found in businesses that rely heavily on their agents’ ability to respond to technical queries from clients. As these types of customer issues require sufficient time for research, preview dialers simultaneously give lessens the customer’s wait-time, and increases the agent’s chance of optimizing his or her first touch resolution statistics. This is made possible by the dialer’s ability to preview the client’s previous records with the company, and highlights the most relevant issue that person wants to be addressed.
2. Predictive Dialers
Back in the day, businesses would often start with manual dialers, but now, thanks to modern advancements, call or contact centers have now been able to enjoy the privilege of hands-free technology. Part of the movement towards the security of efficiency are predictive dialers. These types of dialers are often found in both B2B and B2C business setups, as long as a large clientele exists within your system, this is the infallible choice. Regardless of your team’s size, predictive dialers are able to assimilate itself perfectly in both small-scale and large-scale businesses with either low or high number of calls. And as your team matures in size even more, this type of dialer will only improve its efficiency in ensuring that your agents deliver your expected output.
3. Power Dialers
Like predictive dialers, power dialers are reliant upon the customer. Unless an inbound call is made, this type of dialer won’t be able to showcase its abilities. These dialers are made to be cost-efficient solutions to call or contact centers’ issues of establishing a strong customer service platform. A power dialer is also known to give immediate efficiency gains as it gives agents almost zero idle time. To do this, this type of dialer automatically skips a call that has been found to be either disconnected or busy.
4. Progressive Dialers
The term ‘progressive’ stems from the fact that this type of dialer elevates the way agents deliver quality customer service. Progressive dialers also exhibit the wonders of modern technology as it automatically assesses a customer’s query before assigning the right agent to provide the necessary solution. As much as progressive dialers are compared to the slightly similar preview dialers, these two differ with how fast they deliver quick rundowns of a customer’s specific issue. Over preview dialers, progressive dialers give agents a brief review of the issue before they take the call, and address the situation at hand.
5. Auto Dialers
These type of dialers are the most basic form of its namesake automatic dialers. If what you need is a no-fuss way of ensuring that the first touch resolution KPI of your organization is fulfilled, then place all bets on this type of dialer. From the automation of number dialing from your list of leads to playing a pre-recorded response, these dialers exhibit the bare essentials of what its kind truly means.
FREE WHITE PAPER: Moving the CX Needle: Ways to Measure Success in Customer Experience
How do you measure customer experience?
Latest posts by Blake Given (see all)
- Ferris State + Tenfold: Better Call Workflow, Better Student Relationships - August 6, 2018
- How Click-to-Dial Helps Microsoft Dynamics CRM Users Achieve Sales and Service Success - May 30, 2018
- Who Owns CX? - January 17, 2018