What is an Outbound Dialer?
A dialer is an automatic outbound calling system that significantly improves efficiency in call centers compared to manual dialing. With advanced outbound dialing algorithms, it analyzes agent calls and makes new call attempts with minimal waiting time. It also analyzes data in real-time and adjusts dialing speed accordingly. With a dialer, you can maximize your connection rates and productivity. CPD support detects operator announcements and connects only answered calls to live agents, enhancing efficiency.
Types of Dialer Calls
Predictive Dialing
Predictive dialing is one of the most aggressive and efficient dialing methods. Similar to progressive dialing, the system dials numbers and connects answered calls to agents. Additionally, it uses predictive algorithms to minimize waiting time and ensure the shortest connection time for agents. This dialing method analyzes uploaded data, agent availability, and campaign settings to optimize call efficiency.
Preview Dialing
In this method, agents have the opportunity to review customer details before making a call. It is typically used for special customer interactions, and the agent initiates the call manually.
Progressive Dialing
In progressive dialing, the system automatically initiates a call when an agent is available and connects answered calls to them. This system ensures that calls are only made when agents are ready, reducing the risk of dropped calls.
Robotic Dialing
This type of dialing does not require a live agent. The uploaded data is automatically dialed, and answered calls are handled using IVR systems to deliver a pre-recorded message or route the caller to the correct service.