As their name suggests, auto-dialers are essentially predictive dialer software solutions. They perform a wide range of different functions and come in different forms — but their most recognized purpose is to call numbers automatically.
These tools typically come in handy in the call center industry, where manually performing the task is inefficient and impractical to leave to the representative. One of their stand-out features is that they improve the odds of callers being able to reach and connect with the person instead of voicemail.
They can even dial new numbers whenever it predicts the availability of agents based on their call analytics. VoIP variants like predictive dialers are able to work through both PBX systems via SIP trunks and computers. As a result, they’re commonplace in sales and customer service.
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How Do They Work?
For auto-dialers to fulfill their intended purpose, it needs to have a computer that’s capable of running its software, an active phone line, and a voice modem. With the voice modem, the computer is able to play pre-recorded audio through the phone line.
Although using a VoIP can eliminate the necessity for additional equipment. More standard personal desktop computers generally have 2 to 4 modem cards; if you have more, the greater the number of concurrent calls it can make.
Most software of this kind will let the computer know the numbers it needs to dial and the action to take if the call is busy or leads to voicemail. Before the calls connect, the software will decide the numbers to call and their duration.
Before, auto-dialers would just randomly dial every number combination, a process referred to as war dialing. However, it’s different in this day and age. These days, the software will only select its leads from a database. The majority of calls are usually picked up within the first few seconds, and if there’s no answer, it goes to the voicemail. In these cases, auto-dialers will drop the call if there isn’t any answer.
Some auto-dialing software may possess a voice detection feature, where it can recognize whether it’s a person on the other end of the line or the voicemail. In these cases, they will take their programmed action by routing them to live operators or recorded messages.
If live operators are unavailable, it can either play a message or even put them on hold. Most auto dialers can also compile statistics and base them on the average duration of the calls, whether they’re answered, go to voicemail, or any other kind of information.
Auto dialers will use predictive dialing to make calls before representatives have ended the current one. For businesses like call centers, it’s ideal to connect with the next caller as soon as the last one ends.
Auto Dialing Types
There are a few types of auto-dialing systems. Here are some of them:
- Preview dialer. Before the call connects, the information is delivered to help the representative decide to either field their calls or not.
- Voice broadcasting. Messages are produced in advance to be delivered to individuals or voicemails based on the preset destinations. If they fail to connect, the system will usually attempt to do so again at another time.
- Progressive dialer. This involves the issuing of numbers simultaneously amidst dialing. In other words, you get all the information while having little time to react.
- Predictive dialer. An excellent time-saver, this system decides whether or not to connect calls based on how successful reaching the individual has been. Frequent busy signals, voicemails, and various roadblocks will end up with the termination of the calls.
It comes as no surprise that auto-dialing software remains a permanent fixture in many businesses, especially those that focus on customer service and sales and marketing.
So make sure that you procure the software if your business needs it. But do your research first before you make any purchases. After all, you’ll only get the best value and returns on your investment if you carefully compare your options, look into their respective features, and read up on customer reviews.
Doing so will help you find the best one that will fit your needs.