What is a phone dialer?
A phone dialer is a software system that simplifies the process of outbound calling. In the call center industry, phone dialers can be broadly classified into two categories – manual phone dialers and automated phone dialers (e.g. a predictive dialer) Manual dialers – the most basic type of call center dialers – require agents to dial the phone numbers of customers or prospects manually. These are mostly used for customer support or simple outbound call campaigns.
Automated call dialers are widely used in call centers by sales teams for outbound international and nationwide telemarketing, market research and customer service follow-ups. Auto dialing software systems enable agents to place large numbers of outbound phone calls without having to dial each number manually. Unlike manual phone dialers, they automatically dial prospects from a preloaded list of phone numbers and then connect the call to an agent only when a live person picks up.
By using voice detection technologies, auto dialers are able to detect voicemails, answering machines, disconnected calls, busy tones, and unanswered calls. The auto dialer program can also be configured to connect the person on the other end to an IVR (Interactive Voice Response) and play pre-recorded messages. Various types of auto dialers – preview dialers, progressive dialers, power dialers, and predictive dialing systems – may further streamline outbound call campaigns by offering different features and capabilities.
Automatic voice dialer systems help agents with overall call center productivity. They help reduce downtime, maximize efficiency, and enable call center agents to connect with more leads and customers. Studies have shown that an auto call dialer can increase agent productivity by up to 300% by means of reducing agent idle time and proportionally increasing the agent talk time per hour.
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Frequently Asked Questions
What are the phone dialers?
Phone dialers are software systems that simplify the process of outbound calling in call centers. While manual phone dialers require agents to place outbound calls manually, auto dialer systems allow agents to easily and effectively make outbound calls automatically. They can dramatically increase agent productivity and performance by cutting down on agent idle time and increasing the talk time.
How do phone dialers work?
With manual phone dialers, agents initiate outbound calls by manually dialing the numbers from the list of contacts. In case of auto dialers, the system tells the computer which numbers from the contact list should be dialed and how to respond when someone picks up on the other end or when there’s a busy signal, a voice mail or an answering machine. Depending on the dialer type used, the system can be configured to connect the call to a live agent when an actual person picks up, play pre-recorded audio messages when there are no available agents at the moment or drop the call if no one answers by 25 seconds or a busy signal is detected.
Is phone dialer part of LiveAgent?
Though LiveAgent’s contact center solution includes both inbound and outbound calling capabilities, its outbound call center functionality is currently represented by click-to-call dialing. With the click-to-call dialer, call center agents can initiate outbound calls to customers or prospects in a couple of clicks while browsing their websites right from the LiveAgent dashboard panel.
Phone dialers are software systems that simplify the process of outbound calling in call centers. They can improve agent productivity by automating calls and detecting voicemails, busy signals, and disconnected lines.
VoIP dialers use the internet to make outbound voice calls, increasing connectivity and productivity for call centers. They offer various types of dialers, such as predictive, power, preview, robo, and progressive, for different needs. VoIP dialers automate the dialing process, filter out non-connected calls, and reduce waiting times, improving agent performance and reducing labor costs. While LiveAgent's call center software supports outbound calling, it currently does not support VoIP dialing. However, agents can still make outbound calls using the click-to-call capability.
Multi-channel contact centers can optimize customer support by focusing on preferred channels and offering self-service options. Call center software with AI-powered analysis enhances the overall experience. Get phone extensions and software solutions from Global Call Forwarding and LiveAgent.
LiveAgent offers various features and integrations to support customer support and provides demo pricing options. It emphasizes the need for excellent customer service and discusses tools and roles in call centers. It also highlights the importance of a good call center script in reducing training time and improving productivity. LiveAgent prioritizes communication and personalized experiences and covers various call center duties such as answering calls, processing orders, and conducting market research. Additionally, it offers a unified inbox and customization options for improved communication and compliance. Contact LiveAgent for a demo and pricing options.
LiveAgent is a customer service software that offers a unified inbox and customization options. It provides fast support and improved communication. Contact them for a demo and pricing options.