What Dialer Should You Use?
If you employ a call center as a major part of your business in order to generate sales, it is critically important that your dialer is used to its fullest potential. There are many types of dialers on the market that you could use, and each one of them can offer you a range of abilities that will save you a lot of time and effort.
A predictive dialer, for example, can make an extremely high volume of calls in a day. If you’ve never used a dialer like this before, you may be overwhelmed by the sheer amount of calls it can make. It will quickly give your call center representatives all the calls they can possibly handle.
With this dialer, be prepared to lose some leads. The way it works is to attempt to predict when the next phone representative will be available to make a call. By making several calls at once, the predictive dialer takes the risk that one of those calls might not be taken by a phone rep before the person on the other end answers.
This is referred to as an abandoned call, and most companies have regulations in place to deal with it. This way they can control how many abandoned calls are allowed in a day. This is important because the call recipient can be very annoyed to receive an empty call.
Power dialers are another popular option. These dialers also automate the calling process, which means you can reach a lot of people every day (up to 300 or 350 calls in some cases). It won’t make as many calls as a predictive dialer, but it will definitely help prevent so many calls from being abandoned.
These power dialers can help you increase your productivity, just like a predictive dialer, but it will require a little more of a hands-on approach. The phone representatives will have a lot more control of the dialed calls, but that also means they will be able to steer the call from the time it is placed.
What is really important in either case is that the call recipient is promptly greeted by a friendly, human voice. If the call is not answered, the phone representative can simply leave a message. And if it’s a real live person leaving the message, it can reflect on you much better than a poorly-timed, pre-recorded message.
Both the predictive dialer and the power dialer can be extremely beneficial to your company. Whichever one you do finally choose, though, the one thing you have to remember is to treat your customers with respect and understanding.
Lisa Anderson has been a serious blog writer and journalist over the last 8 years and has been involved with InsideSales.com. She knows dialers and lead management. Learn more here.
