DIALER means an application to automate the process of dialling to external phone numbers in a proper sequence so that the agents can attend to certain calls selectively, screening out busy signals, busy signal, answering machines and disconnected numbers while predicting at what point a telemarketer will be able to handle the next call.
In call centre there are several dialing modes to take calls depending on how call is placed to the agents.
When the numbers dialled by the agents manually from a phone then it will be a manual dialing.
When numbers are dialled automatically by the Dialer (an application to automate the process of dialling to external phone numbers in sequence) and agents are receiving calls selectively. Predictive dialing optimizes the time of agents by reducing the idle times between connected calls and freeing agents from dialing calls.
TYPES OF DIALER:
Manual Dialer : A phone which is connected to a phone line. So, the agents just pick up the phone and start dialing by themselves! It has been noticed that this is the least efficient way of conducting outbound call campaigns in larger call centres (based on Talk Time per Hour values).
Preview Dialer: In this type of dialer there is a database in a PC and the agents need to select the number, so that the call gets dialled automatically by the system itself and based on the response, agents either talk to the person or they can manually disconnect the line provided if there is an answering machine, fax tone, busy signal, wrong number, disconnected number or no response.
A predictive dialer consists of a dialing algorithm that “predicts” when an agent will be available and calls being made automatically by the predictive dialer based on the above prediction to have it ready to connect the agent’s workstations when there is an answer by a live contact.
Here the scenario is something different because in this method, the agents need to indicate their availability and only after the indication by the agent, the progressive dialer starts dialing automatically from the database. If it is a live call, then the agent starts talking to the contact right after the word “Hello” and if it is an answering machine, the agent manually updates (by clicking a button etc.) the database.
Advantages and dis-advantages of Progressive dialing: There are no abandoned calls when we use progressive dialer and the agent can start talking to the contact immediately after the contact answers with a “Hello” it means ther is no delay.Progressive dialing is suited for Business to Business dialing. The dis-advantages include lesser Talk Time per Hour (Lesser efficiency), longer duration taken for each call and the agent has to manually distinguish if the call is answered by an answering machine or a live contact to update the database.
Auto dialers are computerized systems which will call a potential customer and leave a pre-recorded message instead a live telemarketer talk to them. Auto dialers are quite inexpensive when compared to predictive dialers, but are not suggested , as most companies who have purchased an auto dialer are not happy with the results. Auto dialers are great for emergency notification, appointment reminders, but auto dialer are not suggested for sales type calling.