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Call Center Dialer

CALL CENTER SOFTWARE | CALL CENTER DIALER | 4 MODE DIALER

Voxco’s Call Center Dialer improves call center productivity while engaging agents, ensuring the highest security with TCPA compliant system and enhancing customer experience.

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Improve Agent Productivity by  4 times

Voxco is trusted by leading call centers around the world

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What is a Call Center Dialer?

A call center dialer is a software application that automatically dials phone numbers in a call center. While dialing numbers from a list of contacts on the behalf of an agent, a call center dialer can also identify if the call has been answered by a person or an answering machine. Once a call gets connected, the dialer may ensure that either a live agent or an IVR survey software answers it. A call center dialer offers a lot more than an automated dialing solution. It not only saves agents the time & effort involved in manually dialing numbers but also ensures better call center efficiency with more call connects, better agent performance & talk time. 

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Why do businesses use call center dialers?

Improve Agent Productivity

Call Center dialers offer much greater efficiency than manual dialing. For eg predictive dialers can raise the agent talk time from 10-15 minutes per hour to 50 mins thereby leading to 3 to 4x productivity gains. Dialer solutions help in screening out answering machines, reduce agent waiting time as calls get automatically assigned & lead to more connections especially when they connect using a local phone number instead of an unknown one.

For better customer service & experience

Call Center dialers enable agents to maximize their outreach to existing & prospective customers. Resolving customer issues on a priority basis is important for every business & dialers help hasten the process. Businesses opt for an outbound calling channel because it is more personalized (offers human touch), customer issues can be resolved quicker & the feedback received over this medium is richer (more nuanced). The human touch helps improve brand promotion & recall. Customers are likelier to remember a conversation they had with a live agent. Rich feedback helps businesses improve their products & services quicker by aligning them with customer needs. Quicker resolutions lead to happier customers who will not only recommend or refer the business to others but are also likelier to buy again from it.

For improved lead management & generation

As phones are the most preferred channel for sales, most B2B and B2C businesses adopt a cold calling strategy for reaching out to prospects and generating leads. Even businesses with an inbound channel usually close deals via the calling channel. As lead generation & outreach rate completely depends on the number of prospects a brand gets in touch with, i.e. the more number of prospects being reached, the higher will be the lead generation rate.  Dialers simplify the lead generation process, help maximize outreach & offer more context for closing more sales & nurturing leads.

For effective up-sell and cross-sell

A call center dialer comes with seamless CRM integration that enables agents to gather relevant customer data and have contextual conversations with them. By collecting customer details in real-time and pushing them to CRM, agents can easily reframe their sales pitch and boost conversions.

For surveys/polls & interviews

Call center dialers are ideal for conducting CATI surveys (computer-assisted telephone interviewing) especially when the number of respondents or participants are large. Automating the dialing process & integration with a CATI system ensures that agents/interviewers can focus on the actual task of asking survey questions. Dialers coupled with CATI system features such as call recording & monitoring ensure the rich interview data gets recorded & that proper interview guideline are followed. Market Research, social research & polling agencies, therefore, use dialers for conducting mass surveys.

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What are the different types of call center dialers?

There are mainly four types of dialers :

  • Predictive dialer 
  • Progressive Dialer or Power Dialer 
  • Preview Dialer 
  • Hybrid Dialer

Predictive Dialer

A predictive dialer automatically dials a number and the moment the call connects, it routes it to the available agent. As the name suggests, its dialing rate is based on an algorithm that predicts the availability of interviewers. By successfully analyzing when an agent is free to take the next call, it helps minimize the call drop rate while maximizing interviewing productivity. Predictive dialers save time by screening out answering machines, unanswered calls, and disconnected numbers. The predictive dialing algorithm improves itself by learning from historical data & it also takes into account various factors like average call length, the nature of the call, the time of day, and agent availability to decide the dialing rate. 

Call Center managers can also set custom parameters to factor in while deciding the call pacing rate.

Call Center Dialer

What use cases are scenarios is the predictive dialer best suited for?

This dialer is ideal for studies involving large samples & call lists, making it effective for managing multiple campaigns. 

Large call centers with multiple agents are typically best suited for a predictive dialer as they get great benefits in terms of productivity. 

Predictive dialers work well for High volume outreach campaigns such as telemarketing, market research surveys, social research surveys, election polling surveys, banking service surveys, and customer service follow-ups.

Typically, predictive dialers work well in B2C campaigns. They should not be used for high ticket size deals & high value prospects as those scenarios call for more personalized outreach. 

Advantages of the Predictive dialer

Higher call center productivity

From 10-15 mins of agent talk time per hour, productivity shoots upto 50 mins an hour courtesy the automated dialing, screening & routing.

Higher call-connections

By screening out answering machines, busy lines & voice messages, predictive dialers maximize call connections

Less agent idle times

Agents don’t need to dial or wait as the dialer does the heavy lifting work of dialing & routing calls while screening answering machines 

Manage multiple campaigns in parallel

Ideal for high call volumes

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Preview Dialer

In a Preview Dialer, phone numbers are pushed to agents’ screens automatically which helps them to review the next case and get prepared before the call gets placed. As this dialer connects the agent first before connecting to the customer, agents are authorized to either place the call by instructing the dialer or manually dialing the number themselves. Preview dialers are ideal for contacting high quality/high value leads which need to be closed or  for reaching out to high ticket size prospects & accounts as agents get more context to hone or customize their pitch. Smaller size contact centers or sales teams with more complex sales campaigns or research agencies conducting more complex projects may be the ideal fit for the preview dialer.

What use cases or scenarios is the preview dialer best suited for?

High value leads & high ticket B2B outreach campaigns which call for more nuanced & contextual conversations are best served by the preview dialer.

The ideal use cases for the preview dialer are complex social research or market research projects or sales campaigns with multiple touchpoints

Advantages of the Preview dialer

Customized Customer Interactions

Previewing customer notes & details before dialing  helps the agents lead high quality conversations.

High-ticket sized deals

More context for agents means they are likelier to close or do better at Nurturing big ticket deals 

Total focus on the call

Better control over the dialing process post viewing the lead info means that agents can choose to take or skip the call. This maximizes the probability of better outcomes 

High connection quality

Lesser call abandonment rates & lower call drop rates

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Power Dialer or Progressive Dialer

This dialing mode is non-predictive (sequential) but comes with full automation. Calls get connected sequentially as in only once an agent is free. No routing is necessary as the agent is already there on the line. As its dial rate is set for prohibiting dropped calls, it is known for dialing phone lines as per the availability of the agents (i.e. as many phone lines as the number of free interviewers). This dialer is best for managing productivity and ensuring a zero drop rate.

What use cases or scenarios is the preview dialer best suited for?

Small to medium sized call centers may be the ideal fit for the power dialer.

B2B sales scenarios where a highly personalized touch is required are best suited for a progressive dialer.

Advantages of the Power Dialer

Minimal Call Abandonment

No call routing is required as the agent is already present. There is no delay in starting the conversation leading to lower call abandonment rates

More productive call center

Dialer bypasses any manual dialing errors, busy lines, dropped calls, and wrong numbers thereby letting agents accomplish more

Higher conversions

Agents have more control over the dialing process. Since dedicated lines connect only sequentially (once the agent is free), agents can have better quality calls with more personalized outreach.

Boost-Agent-productivity

2x more calls over manual dialing – 75 to 80 calls in an hour 

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Hybrid Dialer

A hybrid dialer empowers agents to simultaneously switch between multiple dialers  within one specific study. This Dialer is an amalgamation of predictive dialing and preview dialing, therefore it eliminates the need for agents to toggle between both the dialers. This dialing mode works well in the case of cell phone sample components.

What use cases or scenarios is the hybrid dialer best suited for?

A hybrid dialer empowers agents to simultaneously switch between multiple dialers  within one specific study. This Dialer is an amalgamation of predictive dialing and preview dialing, therefore it eliminates the need for agents to toggle between both the dialers. This dialing mode works well in the case of cell phone sample components. 

Advantages of the Hybrid Dialer

Minimal Call Abandonment

No call routing is required as the agent is already present. There is no delay in starting the conversation leading to lower call abandonment rates

More productive call center

Dialer bypasses any manual dialing errors, busy lines, dropped calls, and wrong numbers thereby letting agents accomplish more

Higher conversions

Agents have more control over the dialing process. Since dedicated lines connect only sequentially (once the agent is free), agents can have better quality calls with more personalized outreach.

Boost-Agent-productivity

2x more calls over manual dialing – 75 to 80 calls in an hour 

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Which call center dialer is best suited for your business?

Every business has specific needs & constraints so before investing in a call dialer ask yourself the following questions? 

  • Size of your call center 

Predictive dialers are ideal for bigger list outreach campaigns involving higher number of agents as they maximize the number of calls. Therefore big to mid-level call centers are best served by the predictive dialer. 

  • What kind of Outbound Calling Process needs to be Automated? 

For mass volume prospecting campaigns, predictive dialers work best as a lot of prospects need to be reached. Dialer productivity plus routing is important. For more personalized outreach sales campaigns nearer to closing, progressive or preview dialer add more value. 

  • Type of Target & cost per lead 

High value B2B leads need to be reached out to via a preview dialer as they offer more context for personalized conversations while costly leads need to be nurtured via Progressive dialers which offer single-line dedicated agents. A longer sales cycle with higher costs per lead acquisition & complex sales touchpoints needs more nuance for which preview dialers are better. High volume B2C leads needing less context but quicker outreach can be better served by a predictive dialer. 

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How Voxco’s Call Center Dialer can help to drive calling productivity?

Improve productivity of your call center by as much as 50% using our robust Dialer. Voxco’s Call Center Dialer works actively to continuously adjust the pace of calls according to the agents’ availability.  

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Improved Call Automation

By adopting either fully or partially automated modes, Voxco’s Call Center Dialer empowers agents to keep time-consuming tasks of manual dialing at bay.

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Research-focused Dialing Algorithms

As patterns in research cannot be similar to those used in other kinds of call centers, Voxco’s robust Call Center Dialer makes use of intelligent calling algorithms that are dedicatedly designed for survey research.

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Minimized Agents’ Downtime

By instantly connecting calls with agents and cleaning the list of out-of-service numbers, Voxco’s Call Center Dialer ensures to minimize downtime. It dynamically adjusts the rate of placing calls on the basis of current call reality to reduce call drops.

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Integrated Telephony System

By offering seamless integration with a telephony system of your choice, Voxco’s Call Center Dialer can play a pivotal role in maximizing productivity using automated, manual, or hybrid dialing modes.

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Enhanced Quality Control

Manage drop rates and gain a live view of how projects are performing to optimize your call center’s efficiency. Leverage Voxco’s Dialer to monitor agents’ productivity with real-time dashboards.

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Advanced Telephony Features

Voxco Dialer comes with top-notch features like call conferencing, audio playback, and call transfer to add more flexibility to your call center. By seamlessly blending incoming calls with outbound ones and using intelligent call routing, it helps to make the most out of your call center.

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