Several companies want to distinguish their service offering through excellent customer experience. Therefore, they find the right tools that will help them deliver their promise. However, not every company strives to provide a better experience for customers. Everything depends on the type of service their clients require.
Most companies that provide customer services, such as telemarketing, need an outbound dialer that will offer them the automation and business process efficiency they need.
As such, it is essential to know the types of dialers available and which one will be more suitable for the type of outbound calling services you offer.
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Types of outbound dialing Systems
Here we have listed the most popular automatic dialing systems that helps you to decide which one is the most suitable outbound dialer for the type of your business you are operating.
Preview dialing system
Among the different dialing systems, this is the slowest, even if the process is automatic. The process involves a one-to-one ratio, giving the agent more time to preview a lead or a case. The agent usually takes a look at the information and decides if they want to make the call. Then, the agent sets the time. For example, they give themselves five minutes for the review. At the end of the allotted time, the system dials the number or skips it. If the call is rerouted, the agent can manually end the call.
The preview dialing system applies to calls that will need more time for interaction. Some of the applications include complex clinical calls, sales of luxury items, and other calls that require a higher level of discussion.
With power dialing, the efficiency of outbound calls increases. It is similar to preview dialing because it is also on a one-to-one ratio. The system will only place a call when an agent becomes available. But instead of the agent, the system is the one that will initiate the call. The agent cannot choose the number to be called. The system, however, allows the agent to listen as it dials the number and bypasses connections that are not productive.
The system is often used to connect to current customers to upsell a service or product or renew purchases. The system also fits debt collection services where the calls can take longer than regular sales calls.
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The most aggressive and productive dialing system for outbound calling is predictive dialing. The system works in accord with the agents’ computers. With its capability to predict the availability of an agent, downtime is minimized. The system sorts through the list of phone numbers and dials several of them at once. The timing is synchronized based on average call time. Therefore, when a call ends, the system can immediately transfer the call to the available agent.
The call is passed through to an agent only if the dialer receives a live response. The call includes a call script, and the relevant customer data is shown on the agent’s computer monitor to make the agent’s conversation with the prospect more meaningful and productive.
It is suitable for B2C scenarios such as short surveys, telemarketing, early-stage debt collection calls, and consumers’ pre-qualification.
Knowing the different types of outbound dialers can help you make a better decision if you consider deploying an automatic dialing system.
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