In a contact center, the dialer is a key tool that plays a fundamental role in outbound call strategies. It is responsible for optimizing the work of the agents, improving service time and guaranteeing a high quality of service. However, it is important to note that not all dialers are the same. Choosing the right dialing technology for your campaign can make the difference between success and failure. Let’s explore the different types of dialers and their particular benefits, to help you make the best decision.
The types of dialers and their characteristics
Currently, we can distinguish 4 main types of dialers: Preview, Progressive, Predictive and agentless. Each one offers specific advantages according to the needs of your operation. Let’s see each of them in detail:
Preview Dialer: Preparation is key
The Preview Dialer is perfect when agents need to research and collect information about the customer before placing the call. This technology allows them to see what the next call on the list will be and decide when to take it, giving them early access to strategic data that increases the chances of conversion. In addition, it allows the call script to be adapted to the particular characteristics of each profile, which drastically improves the customer experience. However, it is important to note that this dialer can be counterproductive if you are not sure that the contact will be available at the time of the call. To maximize its effectiveness, it is recommended to use it in pre-scheduled appointments reinforced with previous reminders.
Progressive Dialer: Maximize productivity
The Progressive Dialer is ideal when looking to minimize waiting time and maximize agent productivity. This dialer automatically dials the next number as soon as the previous call is complete, eliminating idle moments or waiting. In addition, it has the ability to detect busy lines or answering machines, connecting the agent only with “live” calls. This ensures greater productivity and consistency in interactions. However, it is important to keep in mind that agents do not have control over the calls they receive, so its use is recommended in campaigns with standardized messages with minimal variation.
Predictive Dialer: Efficiency and dynamism
The Predictive Dialer is ideal for contact centers with a high volume of calls and a reduced time frame. This dialer uses advanced algorithms to determine dialing based on agent availability and interaction statistics. Analyzes variables such as free agents, abandonment rate and interaction time in real time to achieve optimal contact center occupancy without downtime. Plus, it projects the number of calls that won’t go through and dials additional numbers to ensure constant occupancy. However, it is important to be careful with the number of numbers dialed, as an overly focused approach on call volume can lead to customers being left waiting.
Agentless
In agentless mode, an automatic dialer calls customers and directs them to an interactive voice response (IVR) system. Through the IVR, customers have the ability to select different options based on their needs or perform specific actions, such as paying a bill, obtaining basic information, or taking automated surveys.
Agentless mode is a strategic tool that allows you to optimize your operations. Take advantage of this solution to reduce costs, streamline processes and provide an efficient and personalized service to your customers.
The all-in-one solution to enhance your contact center
Knowing the different types of dialers is essential, but what if you could combine the best of each in one solution? Our all-in-one contact center software offers Multimodal Automatic Dialing, which allows you to choose the type of dialing you need for your campaigns and achieve a personalized tool capable of boosting any outbound strategy. In addition, it allows establishing dialing rules by type of telephone number and time range, and adjusting the speed of call injection to optimize the predictive mode.
This improves the performance of your contact center and guarantees a satisfactory digital experience for your agents.
Choosing the right dialer is crucial to maximizing the efficiency and success of your contact center. Each type of dialer offers specific benefits according to the needs of your operation. From the Preview Dialer, which prioritizes preparation and adaptation to the client, to the Progressive Dialer, which maximizes productivity, and the Predictive Dialer, which guarantees efficient and dynamic dialing, each option has its place depending on the specifics of your campaign.
By choosing an all-in-one solution, you will be able to take advantage of the best of each dialer and adapt it to your specific needs, thus boosting your outbound strategies and providing an exceptional experience for both your agents and your customers. Find out how our solution EVOLUTION can help your company by requesting a demo today!
