A business process outsourcing (BPO) dialer typically considers the availability of the agents and delivers the sales call to agents who are free to handle the calls. A dialer is a critical tool for a BPO that handles outbound call services to ensure that the company can utilize its agents productively and effectively. Using auto dialer software helps a BPO company develop contacts with customers for telemarketing. An auto dialer is also effective for collection follow-ups and services that provide emergency notifications.
Outbound call dialers for BPOs- Business Process Outsourcing
BPO companies have options for the type of dialer to use. While all of them are effective, each type is more suitable for a specific project and business size. If you need an outbound call dialer, click here to learn how effective they are.
- Preview dialer
A preview dialer shows the sales agent the information about the potential contact before the phone dials the number. The system combines data from the database with automatic dialing in a preview dialer. The agent decides whether to place a call or not, depending on the information the agent receives.
Agent productivity is lowest in a call center that uses preview dialing because the software waits for the agent to approve the call. Preview dialers are not suited for target-oriented companies where productivity is a priority. However, preview dialers are effective in projects that require database updating and in collection jobs where the sales agents have the chance to preview the record of the prospect.
- Predictive dialer
A predictive dialer can predict when an agent is about to complete an outbound call. The process is based on historical and real-time data. The auto dial process starts before an agent ends the current call. Before completing the call, the system already has another call ready for the agent. The predictive dialing system is the most efficient if the BPO is looking for automated phone calls.
Choosing a predictive dialer is perfect for companies with more phone lines than call center agents. The program has a dialing algorithm that automatically predicts the availability of sales agents and combines with a processor that dials the following number on the list. The pacing algorithm is sophisticated and indicates the average call time. Predictive dialers are not suitable for companies with only a few workstations and where talk time is longer.
- Power/progressive dialer
For automatic call dialing, a power dialer can increase the agents’ productivity, as they get to focus more on talking with prospective clients rather than thinking of the subsequent calls. The system automatically dials a number from the database and displays the customer’s name on the phone screen with progressive dialers. As a result, the wait time is shorter, although, at times, the system has to abandon calls. The software is suitable for small call centers with fewer workstations and smaller databases.
When choosing a dialer, ensure that you consider the software that will fit your service offering and the type of customers you want to have. There are several choices, so make sure to choose one that’s customizable and has features that complement your business workflow. By following these tips, you’ll increase your agents’ productivity and business efficiency.