Top 6 Factors to Consider When Choosing the Right Dialer for your Call Center

Posted In | CRM | Help Desk | Omnichannel Shared Inbox

Your call center dialer plays a vital role in all your operations. From taking customers' initial inquiries to processing their orders, your dialer focuses on delivering high-quality customer service that will get you close to being at the top of your game.

 

 

In this article, we’ll look at some aspects that you must consider while choosing your call center dialer.

 

 

What is a Dialer? 

A dialer is a software that is used to place automated phone calls. Dialer software is typically used in call centers and telemarketing organizations. It is typically used in conjunction with a contact center or customer relationship management (CRM) system. The dialer software will automatically dial the phone numbers from the provided list. It includes features such as automatic call distribution (ACD), call recording, and call monitoring.

 

What Are the Different Types of Dialer Software? 

There are several types of dialer software, each with its own set of features. The most common type is the Auto-dialer, which is used to make outgoing calls automatically. This type of Dialer can be programmed to dial a list of phone numbers and can be used for telemarketing or lead generation. Different types of Auto dialers include: 

• Power dialer: The power dialer can place calls automatically and connect the salesperson to the next available lead in their queue. The salesperson can then spend their time talking to prospects instead of manually dialing phone numbers. 

• Predictive Dialer: A predictive dialer is a type of dialer software that uses an algorithm to predict when a call is likely to be answered and then dials the number at that time. The predictive dialer will dial a list of telephone numbers and when a person answers the phone, the dialer will connect the call to an available agent. 

• Progressive Dialer: Progressive dialers ensure that calls are made promptly, as agent availability can be monitored and calls can be queued up accordingly. Prior to making a call, it gives the sales agent the necessary contact information. 

• Preview Dialer: A preview dialer is a type of dialer software that allows agents to see information about a contact before the call is connected. Preview dialers can help agents make more personalized calls, but can also result in longer wait times for agents.

 

Learn more about The Various Types of Auto dialers

 

Top 6 Factors to Consider When Choosing the Right Dialer for your Call Center

• Call Center Process/Business Type: The first factor to consider is the type of business you have. For example, if you have a small business, you may not need all the features that a large call center would need. However, if there are high volumes of calls, then a predictive dialer or power dialer is a good choice, whereas, in the case of low volumes of calls, a preview dialer is good enough. 

 

• Total Number of Representatives/Agents- It's important to consider the size of your contact center when deciding which dialer to use. For example, if you have a small number of agents, you may not need a dialer that can handle a large volume of calls. Conversely, if you have a large number of agents, you will need a dialer that can handle a high volume of calls.
   

• Type of Prospective Customers: Call Center dialer should always be selected in accordance with your target customer type, as the wrong dialer can have a negative impact on your business. Most companies prefer power dialer over any other dialer as it allows for a more sophisticated sales approach, which is necessary to get past the gatekeepers.
   

• Type of Lead Source: Type of lead source information can be used to improve the call center's marketing and lead generation efforts. When you spend a lot on lead generation through the internet or other expensive channels, like events, google ads, you need to take extra steps to make sure you don't miss any opportunities. Such leads should be managed by a power dialer with a dedicated agent on call at all times to answer connected calls and guide the conversation in a sales-oriented direction. A preview dialer is another good way to nurture leads with a longer sales cycle and a higher ROI. 

 

• Features that help boost productivity: A good dialer software can help boost productivity in a call center by automating repetitive tasks, providing real-time insights and analytics, and offering a range of features that can help improve the efficiency of call center operations. Few features such as call recording, call monitoring, voicemail drop, 2-way calls, etc., can help to boost an agent's productivity. 

 

• CRM Integration: CRM integration in a dialer is important because it allows the call center to keep track of customer interactions and follow up with customers in a timely manner. In addition, it allows the dialer to automatically pull up customer information from the CRM database when a call is made, which saves time and ensures accuracy. Therefore, it is necessary to choose a dialer which allows easy and smooth integration with CRM software. 

 

How is Gridlex Dialing Software Different? 

The Gridlex Zip Calling and Dialer system comes with an integrated CRM which includes all the features necessary for your company to operate more effectively. It includes SMS, email, shared inbox and more which allows you to keep all your client information in one place for easy access. 

 

Conclusion

Therefore, the most important aspect of establishing a successful call center operation is selecting the right dialer. In the end, it's all about adding value to your business and ultimately focusing on boosting revenue.

 

If you are looking for a dialer for your call center, you should definitely consider Gridlex Calling and Dialers Software. It is a cloud-based dialer that is very easy to use and comes with a variety of features that will make your call center more efficient. Gridlex Zip Dialer is also very affordable and starts at $10/month/user.