Auto dialer software helps users by automatically dialling phone numbers. Often utilized by outbound call centers, these solutions streamline the process of contacting either prospective or existing customers. However, while traditionally aimed at telemarketing, modern solutions can also help deliver effective customer service to communicate messages such as appointment reminders, payment reminders, service notices, and much more. Read the full software guide...
Auto dialer software is a tool that businesses use to help them systematically, seamlessly and automatically make calls using phone numbers in a preset contact list. Although it is primarily intended as a cold calling sales solution and call center outbound sales calls, it has many other functions that help users efficiently deliver messages.
What dialer software does is automate manual tasks, particularly the repetitive ones. This is vital for businesses that use calls to connect with customers and potential clients to convert leads to sales. Imagine a call center agent tasked with making 50 or 70 calls in one day using only a manual tool. One call alone would take minutes to finish, but what about the unanswered calls? It’s a waste of time and resources.
With an auto dialer solution, no call is wasted because the tool automatically eliminates unanswered calls. It can detect if a phone line is busy or a call is disconnected, on answering machine mode, or set to voicemail. Users can also program the contact center solution to identify phone numbers listed in the National Do Not Call Registry. Additionally, the dialer is capable of calling thousands of phone numbers all at once. As such, agents are able to complete more calls than when using the manual method.
The phone calling tool uses an IVR or interactive voice response system that allows customers to be routed to the right agent or department. This is how the dialer works: after automatically dialing the number, the software connects the customer to the agent or a pre-recorded message as soon as the call is answered.
Specific features provided by auto dialers include contact list management, ACD or automatic call distribution (for distributing or routing calls to agents), call recording, call disposition (for tracking call outcomes), call scheduling, unproductive number detection, real time monitoring of ongoing or live calls, data import and export, analytics and reporting and voicemail drop (for pre-recorded messages).
Auto dialer solutions also integrate with different tools such as customer relationship management or CRM software. Many businesses use auto dialers and their CRM integrations to facilitate customer service tasks seamlessly and efficiently.
Auto dialer software is used in various industries, including sales, hospitality, research, healthcare and education. It is not the same as an outbound call tracking tool as it uses a preset list of phone numbers while the latter does not and focuses only on storing data from calls.
Auto dialer solutions are classified according to service and through their dialing modes.
Types according to service or use:
Auto dialer software intended for sales engagement platforms for outbound calls. They offer features like call routing (to other channels), lead generation, email autoresponder, workflow automation, in-call capabilities and a variety of dialing modes. The goal is to create and successfully complete outreach tasks.
Sales management platforms also aim to help agents track customers and provide assistance in every step of the campaign. It is common among businesses involved in non-sales directed projects such as fundraisers and even for automating customized pre-recorded messages for when someone sets up a doctor’s appointment.
More popularly known as call center software, a contact center solution uses auto dialers that allow them to make as many inbound calls as they want. It is the same as the one used for sales engagement platforms except for the focus on inbound communication.
The software acts as a central communications platform for businesses. So, all sensitive data and information stays in one place.
Types according to dialing modes:
The preview dialer allows agents to get a preview of essential customer information before making an outbound call. This enables them to skip or avoid certain phone numbers. The tool helps personalize the outbound calling process and encourages efficiency as agents can easily plan out their calls. Additionally, agents use the tool to help them effectively manage complicated customer issues and cases.
However, preview dialers are intended only for small-scale outbound campaigns as they cannot facilitate large volumes of calls in a limited time or period.
A predictive dialer allows agents to make outbound calls to multiple phone numbers all at once. This is made possible through a pacing algorithm that determines when an agent is free to make the next call. The dialer places the outbound call for the agent as the current call is about to finish.
Predictive dialers are considered essential solutions for improving outbound agent-customer connections. This is why call centers prefer predictive dialers, particularly when they have only a short period of time to manage a large volume of outbound calls and connect with as many prospects and customers as possible.
Features include dialing speed and rate customization, abandoned calls reduction and the capability to predict the right time to dial the customer’s phone number.
Also known as power dialer, progressive dialers are auto dialers make the next call as soon as the current call is completed, giving the agent no opportunity to determine whether to skip or avoid a phone number. It’s different from predictive dialers in the sense that it does not constantly dial new numbers while current calls are in progress. Additionally, while making the outbound call, agents can view important customer information.
A progressive dialer tool comes with a feature that allows call ratio customization so agents can pattern it according to their availability and campaign needs.
Many businesses acknowledge this process as effective in increasing and enhancing agent and customer connections since it helps minimize the instances of abandoned and silent calls. This is one of the reasons why progressive dialers are ideal for customer experience satisfaction and upselling and reselling campaigns.
Auto dialer software is usually powered by VoIP (Voice over Internet Protocol), which can be installed locally (on-premise, on the company’s servers and computers) or cloud based (hosted offsite—on the cloud).
There are several factors you need to consider when looking for an auto dialer phone system that’s ideal for your business.
An auto dialer solution is intended to automate calls that can help generate and convert leads. It should allow sales teams to efficiently manage and complete more calls than the usual.
However, if an auto dialer is complicated and not easy to use, then it cannot provide the seamless experience you need. Your choice of auto dialer software should allow your agents to use it comfortably and confidently.
Ask for a free demo or trial before purchasing the software.
It is important to determine which of the dialer’s core features your business needs the most. You need to consider your industry or type of business, company size and other essential aspects. For example, do you want a dialer that automatically calls customers only after the current call is completed? You need a progressive or power dialer for this. Are you a large-sized call center in need of an automated dialer? If this is so, then you should probably look for predictive dialer software.
One of the reasons for using auto dialer tools is to automate calls and other related tasks. There are tools that are only intended for routing calls to available agents, but these are not what you need. You have to ensure you are choosing a complete dialer solution.
Look for dialer software that not only routes calls but directs them to the right agent or department. It should offer other features such as call recording, call disposition, call scheduling and other workflow automation functionalities.
The ideal auto dialer tool integrates with a built-in CRM solution. If you want to ensure efficiency and productivity, integration should be a top priority. If you already have an existing CRM system, choose a dialer that is compatible with your customer relationship management tool.
Auto dialer solutions are priced according to what they offer. There are packages that come with a per-minute charge for an unlimited number of agents, and there are plans offered on a per-month/per-user basis. Choose the solution that best answers your needs, and do not get easily swayed by add-ons. Get only what you need, not what you think you need but will never actually use.
Once you start using an auto dialer solution, you’ll enjoy several benefits that can help leverage your business to a new level.
Auto dialer software allows your agents to work more efficiently. The automated system is more convenient than the manual dialing method, which does not only take up a lot of time but also provide agents with very little window for learning about and familiarizing the customers or leads.
Automated dialers also minimize the instances of manual errors.
Manual dialing takes up a lot of time and reaches only a limited number of contacts. Auto dialers, on the other hand, can call multiple customers at the same time, thereby increasing your business reach. With an increased reach, the possibilities of converting leads are significantly higher.
Additionally, auto dialer solutions can also detect busy signals, calls that won’t be answered and those that are directed to voicemail or a recorded message. It ensures calls are answered and agents are able to talk to someone. As such, negative call results are minimized or eliminated.
Auto dialers integrate with CRM software and this greatly helps improve customer service and satisfaction as agents increase their efficiency.
|Analytics||Analyze and gain insights from data including web traffic, campaign conversions, sensoric output and more.|
|API||Application Programming Interfaces (APIs) are programmatic intersections with external products or platforms that allow for custom integrations with your own solutions or other solutions you are using.|
|Auto Dialer||An autodialer automatically dials telephone numbers to either play a recorded message or connect the call to a live person.|
|Automatic Call Distribution||A telephony device that manages the answering and distribution of incoming calls.|
|Batch Permissions & Access||Control user or group access and permission settings for software or other systems.|
|Calendar Management||Manage and update calendars for scheduling or consolidation of events across teams, departments or business functions.|
|Call Disposition||Track the result of calls within call center software.|
|Call Logging||Collect, evaluate and report on analytical data about telephone calls.|
|Call Recording||Record telephone calls and other audio sources.|
|Call Scripting||A preprepared set of discussion points.|
|Call Tracking||Track which of your online and offline marketing efforts are successfully generating calls.|
|Contact Management||Manage large amounts of personal or business contacts in a centralized system.|
|Contact Sharing||Share contacts across teams or platforms to give access to others or to migrate address books across different systems.|
|Data Export||Exporting functionality can be used to streamline the migration of data sets and information across systems, platforms or applications.|
|Data Import||Importing functionality allows you to use data sets from other systems or platforms to cut down on data entry requirements or to more easily migrate records from similar applications you have used in the past.|
|Data Visualization||Data visualization features render a visual interpretation of data sets through the use of charts, infographics and other visual cues generally in form of a reporting dashboard.|
|Email Integration||Integration with email clients or providers to create and send emails as well as view received emails within an application.|
|External Integrations||Integrations with other software products or platforms to improve efficiency and compatibility across systems.|
|Lead Management||Manage business leads to improve sales outreach processes or stay on top of prospect inquiries.|
|Lead Scoring||Manually or automatically assign quality scores to business leads to target / segment sales outreach efforts.|
|Multi-User||Supports more than just one user account and generally allows for collaboration with colleagues.|
|Notifications||Includes notification support and sends you alerts with information on important events and other time sensitive instances. For example through push notifications on mobile phones or email notifications.|
|Scheduling||Schedule tasks, resources, appointments, payments, communications, etc.|
|Softphone||Similarly to VOIP, Softphone features allow you to make calls via the internet.|
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