Contact Centre Auto Dialler
A Contact Centre Auto Dialler technology is used primarily to increase efficiency when making outbound contact to customers, typically in outbound sales, lead generation and telemarketing teams.
What type of Auto Diallers are there?
Not all call centre auto diallers are created equal! Auto Diallers (aka outbound dialer, automatic dialer, dialler software for call centres) can be cloud-based, on-premise or hosted and there are different ‘modes’ that determine how the auto dialer initiates contact with a customer.
The software, algorithms and reporting are also all critical components and like other call centre technology, there is a range of quality and experience between vendors.
Most call centre outbound diallers these days are part of a complete call centre system - for the most part, it's just an addon feature, albeit, of course, some are better than others with some stand-alone outbound diallers evolving to add inbound capability and vice versa.
This can often be important as typically part of an outbound call to a customer can involve the customer needing to call back to complete a sale, or where a message may have been left, to return the call. By having everything in one system, the customer records can remain intact with a complete history of contact made to that customer and it can result in a better customer experience.
Auto Dialler modes
An Auto Dialler used in a contact centre has different modes that can be used depending on the available data you have, the skill and number of your operators along with the skills of the person running the dialler.
The following are the common auto dialler modes you will find on most (but not all) automatic outbound phone diallers:
Preview Dialler – The agent can see the details for the next customers on the screen, but they have to manually select to make the call. Typically used where a bit of research may be required before making the call.
Progressive Dialler – The system will dial the next number as soon as the agent has completed the previous call.
Predictive Dialler – The system analyses the number of agents and average call times and essentially dials ahead to maximise the productivity of the agents. Whilst increasing efficiency, it can leave the agents with very little rest (albeit you can tweak the settings) so make sure you don't overdo it and burn your agents out.
Blast Dialler – The system dials a whole heap of numbers, and once it detects a human voice, it plays a pre-recorded message. Often used for large-scale surveys or in elections to get the “message out there”.
Choosing the right auto dialler supplier for your business
Like most contact centre technology and features, there is a lot to consider and there are a plethora of auto dialler suppliers in Australia to choose from.
Some questions to ask include:
- Can you blend calls (i.e. easily stop outbound campaigns to take inbound calls during a surge)
- How accurate is the Answering Machine Detection (AMD)?
- How good are their algorithms? Does it optimise calling times and callbacks to maximise efficiency?
- Is it compliant with all local regulations?
- What are their typical silent and abandoned rates?
Want to learn more about Auto Diallers? Read the ACXPA Auto Dialler Glossary Definition, which contains more insight into each of the different modes and other considerations you should be aware of.
If you're ready to find an auto dialler supplier, reach out to one of the vendors below and they will be happy to provide a demonstration for you and provide pricing options etc.
If you need additional help, here are specialist contact centre technology consultants that can help with everything from procurement, implementation, training and optimisation.
You can also use our free contact centre technology wizard that will help you to define your requirements, and then we will provide you with a recommended shortlist that is best matched to your requirements.
Search auto dialler specialist suppliers who service Australia:
The suppliers below have all indicated they have specialist experience in supplying and optimising auto diallers for contact centres.