An outbound dialer is software that automates and manages outbound phone calls. You can call from a list of phone numbers and when someone answers the phone, you will be connected to an agent.
By automating the dialing process, you can reduce repetitive manual tasks. This is a big problem when call center agents make hundreds of calls a day. A well-implemented dialer can increase employee productivity while reducing fatigue.
Outbound Dialer: Benefits and Pros and Cons
This is a powerful tool, but you can’t just set up an agent using an outbound dialer and expect good things to happen. Deploying an outbound dialer effectively requires backend work and misuse can result in severe legal penalties.
Before we get into the meat of things, let’s take a look at the benefits and pros and cons of using an outbound dialer from 10,000 feet.
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If you’ve done a task for more than five minutes, you’ve probably asked yourself these questions: Is automatically calling people legal in the US?
If you follow the law, the answer is yes.
From a compliance standpoint, certain types of call center dialers are much more risky to use than others. Let’s look at each type, its pros and cons, and when to use them.
Outbound Dialer Type
Most outbound dialers reside entirely in the cloud. Although a few calls can be made over the Public Switched Telephone Network (PSTN), most use the Voice-over-Internet-Protocol (VoIP) phone system.
The bottom line is that you don’t need to buy new equipment. Agents can place calls using an outbound dialer from a computer, tablet, or mobile phone.
The company is also responsible for VoIP security through auto-dial. Since you log into the network to make calls, you just need to make sure people are using strong passwords.
Most vendors offer a variety of dialer options and allow you to purchase different dialer subscriptions for individual users.
predictive dialer
Predictive dialers attempt to maximize call center efficiency by using algorithms to analyze historical data and current conditions. We use this data to predict when agents will be available and try to adjust call rates based on current call center conditions.
As a result, predictive dialers reduce idle time without overwhelming agents with calls.
The core function of a predictive dialer is to increase contact rates. This is best suited for call centers that handle large outbound call volumes, such as appointment-setting services, telemarketing companies, and lead generation companies.
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Preview Dialer
Preview dialer allows agents to verify customer information before answering the call. Agents can accept or reject each call based on their likelihood of a successful outcome or compliance.
Preview Dialer gives you more control over the call process than other outbound dialers. Agents have a preview period before each call begins. This is useful for reviewing customer history and related information that can improve engagement.
Preview dialers work best in industries that require a high level of personalization. Additionally, industries such as finance and healthcare have strict regulations for outbound calls, and Preview Dialer makes it easier for agents to comply.
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power dialer
Power Dialer automates the process of making large outbound calls. Although there are exceptions, agents typically do not review customer information before each call begins with these types of systems.
Power Dialer makes a predetermined number of calls based on agent availability. The more agents available, the higher the call volume on Power Dialer. When a customer responds, there is a live agent available to connect immediately.
Typically, these types of dialers run through a list of phone numbers sequentially, so they don’t bypass voicemail or busy signals. When faced with this situation, the agent may disconnect or leave a voicemail.
Power Dialer improves the customer experience by preventing callers from calling without an agent present. Likewise, auto-dialing and queuing features reduce downtime and ensure agent time is productive.
Industries that rely on large volumes of outbound calls can benefit from a power dialer. Examples include telemarketing companies, e-commerce companies, and market research companies.
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progressive dialer
Progressive dialers aim to strike a balance between the control of a preview dialer and the efficiency of a power dialer. Like power dialers, progressive dialers dial a predetermined number of times from a list. If there is no response, the system moves to the next number.
A progressive dialer allows agents to receive customer information and incoming calls simultaneously. This process makes the progressive dialer system slightly faster than the preview dialer, but also reduces the time agents have to prepare.
Progressive dialers help agents conduct continuous calls efficiently. It also includes some features of Preview Dialer to improve customer service and loyalty.
This type of system is essential if your company needs to handle a high volume of calls but still wants to provide a personalized approach. For example, your sales team uses a progressive dialer when renewing subscriptions for your existing customer base.
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Compliance issues with outbound dialers
Compliance with business communications regulations is critical for businesses using outbound dialers. The fines are steep and penalties include potential jail time.
Good outbound dialer software includes a variety of tools to help agents stay compliant even with significantly increased call volumes.
for example:
- Time zone protection: Outbound dialers cannot call numbers between 8 AM and 9 PM local time.
- DNC List Consolidation: All phone numbers on the call list are checked against national and state do not call lists.
- Recording public: An automated message may be recorded informing people of the call.
All of these features help agents move faster and reduce mistakes that can cause problems for your call center.
This means that companies that use outbound dialers are responsible for training their agents to use these powerful tools responsibly and for organizing their call lists.
Agent training for outbound dialer
The average call center turnover rate is 30-45%. Anyone who has ever worked will not be surprised by those numbers.
A natural effect of these high turnover rates is that call center managers are training a lot of new people all the time. Providing the training and support to help agents succeed and giving them real-world experience through live calls is a difficult balancing act.
At a minimum, new employees should be trained on dialers, CRM, and any other software they will be responsible for.
Consider an on-the-job skills test that new employees must pass to demonstrate their ability to navigate dashboards, update call status appropriately, and more. Handling live callers is a separate skill from using the system, and new agents who try to learn how to do both tasks at the same time won’t last long.
In that sense, you can’t just hand people a script and expect them to understand how to use it. Some new hires have sales or call center experience, which is a huge plus, but many don’t know how to handle objections or how to actively listen.
Have people give examples of successful and failed calls. Do what you can to identify those who are struggling to make the numbers. Call center quality monitoring is critical when agents make hundreds of calls per day. A bad agent can quickly exhaust your list of good numbers.
You should also emphasize the importance of compliance. New hires don’t walk in the door understanding what the TCPA laws or the DNC list are. If someone wants to use an automated outbound dialer, they need to understand how to avoid it causing problems for their company.
