Making calls to clients and prospects is an strategic part of any business, be it to generate leads, provide customer service, or fulfill callback requests. Auto dialers are central to making these calls as they save time by automating repetitive and monotonous tasks so that agents are fully focused on the call to achieve their required goal.
With these dialers, salespersons don’t have to spend any energy on manually dialing numbers or choosing whom to call, which ensures that the amount of time they spend on calls increases drastically (by up to 300%) with productivity getting a boost, too. Apart from the obvious benefits, automated dialers come with several additional features as well, such as detailed reports and analytics, which give an overall benefit to your calling campaign.
There are 4 different types of auto dialers your business can use for different purposes, but finding a dialer that aligns with your calling needs may be a little confusing. In this article, I’ve talked about each of these dialers, and have listed the factors which businesses should consider when choosing an auto dialer.
Power dialers dial one number at a time in a sequence from a contact list, and are used when you want to spend more time personalizing a call. They skip unanswered calls and busy numbers, and make sure that an agent is always on the line when the call gets connected. Tools such as CallHub let users adjust the dial rate which assigns more than one contact per agent to speed up the calling process. You also have the option of leaving a pre-recorded voicemail on reaching answering machines. Agents can be expected to make around 70 calls an hour using a Power Dialer.
This dialer dials several numbers at once, and is used to make a large volume of calls in a short time. It uses predictive algorithms and machine learning to learn from past calls your team has made to adjust the dialing rate to ensure that agents are on call at all times. This dialer skips bad numbers, busy signals, unanswered calls, fax machines. Agents can be expected to make around 110 calls an hour using a Predictive Dialer.
The Preview Dialer is mainly used when the agent or salesperson requires more time to research a contact before making a call. This dialer helps in complex sales or important follow-ups where agents need to review previous conversation history and other notes, and require control over whom and when they make the call.
This dialer is used to record messages beforehand and send them to all your contacts without having to wait for free phone lines. It helps save time, and is mainly used to send product updates or reminders. You can also set up Press-1 functionality on these automated calls to collect contact responses or to connect contacts directly to live representatives. There are telecom regulations surrounding robo calls depending upon your business region, so make sure you’re aware of them.
Now that we know what each dialer does, let’s look at the factors you should consider to identify the right fit for your business:
Size of your Business
If your organization is a large one with several agents or telemarketers, you should go for the Predictive Dialer since you’d have a lot of contacts to reach out to and your salespersons would be able to maximize their outreach. You can guarantee efficiency while ensuring no agent remains idle. However, if you’re a small to medium sized business with limited agents and comparatively smaller audience, the Power Dialer would be a good fit to reach out to every prospect and spend time nurturing customer relationships. With this dialer, you can ensure follow up calls are made by agents who originally contacted the prospect which boosts customer satisfaction.
Purpose of your Calls
Regardless of the size of your team, the type of dialer you choose is heavily dependent on the nature of your calls. If your prospects or clients are of high value and you can’t afford to miss calling any of them, you should go for the Power Dialer so that an agent is always on the line when the call is connected. Other common use cases for the Power Dialer would be when you’re looking to build trust among your customers, fulfill callback requests, or require a refined approach to get past gatekeepers.
If your purpose is to make cold calls, sales calls, or do telemarketing and outbound sales prospecting, or the Predictive Dialer is a good fit since you can connect with your leads in a short time or a deadline if need be. For prospects which require context-driven conversations to get them to engage and move along the sales funnel, you’d use the Preview Dialer.
To send important updates or reminders, the robo dialer comes in handy for contacting clients since you can make these calls without having to wait for free phone lines.
Features you’re Looking For
You’ll need to figure out what features you want in your auto dialer software before settling on one. For instance, some of them would be:
- IVR: so that you can conveniently assist customers or redirect them to the right agent without the need for a live operator
- Live call monitoring: for managers to monitor calls in real-time to assess conversation flow and training requirements
- Dynamic Caller ID: to increase pickup rate, if your leads are present in various locations
- CRM compatibility: it’s important for the dialer software to be compatible with the CRM you use to keep all important lead data updated
- Call Scheduling: to predict the best times to call your leads
- Text to Speech: to save time on your Robo Dialing campaigns by simply typing out the message instead of having to record it
Number of Calls and Call Drops
If your business has to make a huge number of calls and often within time constraints, you should go with the Predictive Dialer to meet your deadlines and goals. As a best practice, it’s a good idea to have a minimum of 6 to 10 agents for your campaign to be more effective. If you can afford more flexibility on your calls however and don’t have to make as many, the Power or Preview Dialers are your best bet.
Although the chances of these happening are low, to avoid call drops or a slight pause between the contact picking up the call and the agent speaking, go for the Power or the Preview Dialer.
While each dialer has its individual pros and cons, businesses can definitely consider using a combination of these dialers to cater to a variety of use cases. If you want to talk to an expert about finding the right dialer for your business, schedule a call with us here!Power Dialer, Predictive Dialer, Preview Dialer, Robo Dialer