Auto dialer software is a crucial tool for effective customer engagement. In this article, we will explore the different types of auto dialers available in the market and their best use cases. It’s important to note that auto dialers can have various names and features, so when communicating with your call center software vendors, clarify the specific functionalities their auto dialer offers.
Points to Consider While Selecting an Auto Dialer:
When you are going to select auto dialer, you need to make a certain checklist. What to include in your checklist is mentioned below:
Compliant or Dirty Dialing
Most countries have telecom regulatory authorities that enforce rules and penalties regarding automated dialer systems. One key concern is ensuring that promotional messages comply with regulations and that actual agents are available when customers answer calls. This is commonly referred to as the silence rate. For example, in the US, compliance is essential.
Statistics
Some auto dialers rely on statistical probabilities. These dialers consider the number of agents available for a specific list or campaign. To achieve accurate statistics, it’s recommended to have at least 10 agents. Compliance can be challenging to maintain with a smaller number of agents and contacts.
B2B or B2C and Auto Dialer Effectiveness
Auto dialer systems are generally ineffective when calling businesses. Unlike consumers, businesses are structured to answer all incoming calls. Auto dialers may only be useful when the list contains a significant number of bad numbers.
It’s advisable to clean the list before initiating calls.
The Message for Auto Dialer Effectiveness
When conducting voice broadcasts to an opt-in list, it is crucial to ensure that the message is clear, concise, and relevant.
Quality of the List and Auto Dialer Effectiveness
Having a low-quality list can benefit from an auto dialer by reducing costs associated with reaching potential customers. However, it’s important to adhere to the regulations in your country. Conversely, a high-quality list may not yield significant benefits with an auto dialer, as most calls will be answered.
Timing of Calls and Auto Dialer Effectiveness
Recording the dial result can provide valuable insights, such as:
i) A bad number
ii) Ringing without an answer
iii) Ringing with no response
iv) Someone answered
v) Someone listened to the whole message
vi) Someone was connected to an agent successfully
Note: A dial result differs from a call disposition, which will be covered in a separate article.
Auto Dialers: Similar, Yet Different
Auto dialers are phone systems that dial numbers from a list, either one by one or in parallel. However, their behavior when someone answers the call may vary. Let’s explore the different types of auto dialers:
1. A Simple Voice Broadcaster: Robo Dialer
Robo Dialers typically dial numbers from a list. If multiple lines are available, the dialer can simultaneously call several numbers. When connected, the software plays a voice file and then hangs up. The call results are recorded
before moving on to the next number on the list.
2. A Voice Broadcaster with Customization: Robo Dialer with Smarts
This type of auto dialer offers additional customization options, allowing the inclusion of custom information alongside the voice file. It can integrate with APIs to retrieve specific customer-related data, such as bank balances.
3. An Interactive Voice Broadcaster: Robo Dialer with Smarts and Interactivity
This flavor of auto dialer enables customers to interact with the message. They can not only hear their credit card balance but also choose options like pressing 2 to learn about the due date.
4. An Interactive Voice Broadcaster with Live Agents: Robo Dialer with Smarts, Interactivity, and Live Agents
This advanced auto dialer combines the capabilities of the previous dialers and allows customers to connect with live agents by pressing a designated number. It incorporates a queue system to manage agent availability.
5. A Preview Dialer
A preview dialer works in conjunction with live agents. It provides agents with a specific time frame to preview the customer’s previous interactions or relevant information before the number is dialed. This dialer is particularly
useful when calling businesses and high-value clients, where agent knowledge can make a significant difference.
6. A Power Dialer
A power dialer automatically dials a predefined number of numbers when an agent becomes available. It ensures continuous dialing by assuming that a certain percentage of numbers will be unproductive. This approach is a simpler version of predictive dialing and is safer as it waits for agents to be free before initiating additional calls.
7. A Predictive Dialer
A predictive dialer also over-dials a preset number of numbers, but it takes it a step further by attempting to predict when an agent will become available. It calculates the average call length and agent availability to minimize idle time. However, this dialer is most effective when there is a larger number of callers, as a small number may result in a high silent rate, which can be penalized.
8. A Predictive Dialer: The Crème
This type of predictive dialer performs the same functions as the previous one. However, it constantly evaluates the current silent rate and determines whether to over-dial or not based on this rate. It provides a high level of control
by allowing the operator to set the permissible silent rate and letting the dialer handle the rest.
9. An Auto Dialer CRM
While not technically an auto dialer itself, an Auto Dialer CRM is an important add-on to the previously mentioned auto dialers. When utilizing any of the above dialers, it is essential to empower agents with a tool to manage connected customers and record call outcomes for future follow-ups.
When to use: Almost always – Inquire about the integration of Aavaz 361 with Aavaz PBX dialers.
Conclusion
Selecting an auto dialer is a tedious task. You have to take many things into consideration. Hopefully, this blog will help you to know what key points you need to take care of while selecting auto dialers.
