Want a Thriving Call Center Business? Focus on an Autodialer.


Top Advantages of An Autodialer


Enhanced agent effectiveness


The most apparent advantage of an autodialer is the significant increase in an agent’s talk time in an hour compared to a manual dialing system. An autodialer operates on a pre-set ratio between the number of phone lines and available agents. Behind the scenes, the dialer places calls in bulk and connects the received calls to available live agents.


As a result, agents receive a consistent number of connected calls all throughout the day, with up to 40 or 50 minutes of “talk time” every hour. This can be attained when using an autodialer in predictive mode. A predictive dialer usually starts dialing numbers before agents are available and make ‘bets’ on the probability that a specific number of calls would be attended in a certain amount of time. This maximizes the agent’s call time and results in a small number of ‘lost calls,’ which are processed by the predictive dialer in accordance with Ofcom standards.


Manual dialing customer service teams typically accomplish roughly 10-15 minutes of call time each hour. This is because of the time spent on the following tasks:


  • Making a phone call
  • Manually terminating calls
  • Handling voicemails, busy tones, and no-answer messages
  • Leaving voicemail messages
  • Call-back scheduling

The viable benefit is obvious: an autodialer increases production by 200-300 percent per hour in comparison with manual dialing. Generally, the percentage gain is constant despite the quality of the data used.


Enhanced productivity even with blended campaigns


While the majority of call centers handle solely inbound calls, there is still a vast number that handles both inbound and outgoing calls. The capacity to handle outbound and inbound calls concurrently is critical for increasing agent efficiency, with the benefit that an agent is potentially always available to talk with a lead. Using an autodialer, it is possible for blended campaigns to handle both inbound and outbound calls at the same time.


An autodialer automates the process of transferring between outbound and inbound calls, which can be complicated for agents and often leads to lower productivity when performed manually. The autodialer can control the call flow rate by managing inbound and outbound calls through the use of variable dial ratios and call queuing. Multitasking often makes it more interesting for an agent to work, which in turn can boost one’s morale (particularly true with those agents that are dialing for high-volume predictive dialing campaigns).


Data are up-to-date


Typically, data is uploaded to a dialer in a manual or automatic manner via a database synchronization procedure. Generally, data must be retrieved swiftly, much more so when it contains sales leads. The autodialer is capable of quickly processing data, ensuring that leads remain warm. Additionally, the dialer automates the function of recycling (returning) voicemails, busy numbers, and missed calls. An autodialer ensures that a high proportion of leads are taken up fast and competently in a short period of time, significantly enhancing the lead-to-sale conversion rate.

Adapts to a shift in the product’s sales strategy


Numerous businesses are forced to rapidly adapt their sales strategies to changes with the law, the economy, or environment. Nevertheless, this is far easier with an autodialer as it already includes a significant portion of what is necessary for an effective customer support team. Additionally, it enables supervisors to swiftly retrain the agent group through the use of live call mentoring, call recording, and scripting. Rebranding may be implemented fast, with real-time monitoring of the effects.


It complies with Ofcom


Every automated dialer operator must adhere to Ofcom regulations, or they would get fined or, worse, prosecuted. As a result, it is dangerous to run an automated dialer that has no built-in compliance capabilities. The majority of autodialers should have some of the set of compliance features, including the following:


  • A timeout setting for the maximum number of dropped calls.
  • The ability to transmit a message to a rejected caller automatically.
  • Avoiding calling back dropped calls within a specified period of time.
  • Prohibit calls from being placed outside of specified time windows.
  • Within a 24-hour period, the total percentage of dropped calls.


Real-time visibility


The capacity to respond in a quick manner to possible problems or inefficiencies is a significant advantage when it comes to fine-tuning a business’s competitive edge. An autodialer generates real-time statistics in swaths. One of the primary advantages of this is the ability to monitor agent performance. Statistics like call volume, average call time, number of sales, time spent on disposal, and log-in or log-out times may all be viewed in real-time via a web browser. Its visibility is also critical for evaluating the data’s quality. High-quality data can be costly, and if the quality begins to decrease, it is vital to have evidence to dispute the specific supplier. The majority of dialers include a wallboard that summarizes the most critical facts for every decision-maker to view.


Sets a standard target for agents to achieve


Setting and adhering to service level targets is extremely challenging with a non-automated outbound or for a blended call center. This is because the capabilities, motivation, and experience of different agents and supervisors vary. Disparate performance levels might result in uneven service and negative feelings among the agent team and increased personnel churn. By automating dialing, the autodialer eliminates these irregularities and instills discipline in the team.


Boosts morale of agents


This is critical in any call center, whether it is inbound or outbound, sales, or collecting a debt. Contrary to popular belief, dialers often boost agent morale. It can help in an agent’s success, regardless of whether the goal is to close sales or collect a debt.


Furthermore, the majority of sales representatives are compensated on a commission basis; having an autodialer enables them to earn more money. Additionally, the dialer eliminates monotonous, repetitive duties such as dialing phone numbers, manually resolving calls, and listening to interminable ringing tones. Once an agent had experienced calling leads with an autodialer, most (if not all!) of the agents would not opt to return dialing with a manual setting.


Nevertheless, transitioning a workforce to a completely automated environment can be challenging. Therefore, it is advantageous that autodialers would be gradually switched from manual ‘click-to-dial mode to the predictive mode to avoid a sudden change.