With a good auto dialer system your business can make thousands of calls a day to multiple numbers for each customer, you might not get connected to them all, but the time that they save can mean an increase in sales, a busy workforce and higher profit margins.

This tool is particularly good for sales, surveys and for reaching hundreds of customers in a short period of time. Even if you do not get connected to them, you are cleansing your data and adding value.

Businesses that contact customers need to be able to contact as many direct customers as possible. This could be for sales, for data or for collecting money owed.  The time that it takes to read notes in the CRM, manually dial the landline number, then the mobile number, then the work number, then any additional numbers that have been provided and are hidden in the notes can reduce output dramatically.

Programming these numbers into an Auto dialer means that the system calls, disconnects after a certain number of rings if they are not answering, disconnects if the number is bad, allows you to take notes, and quickly move on to the next.

With an auto dialer that produces reports on call analytics and calls made means that you know very quickly how many bad numbers are in your database, and with a simple export, you can amend numbers and refresh data.

This process, if managed well, improves customer sales, customer retention, collection rates and quality of data.

It is such a useful tool for many businesses, it deserves a much closer look:

What is an Auto dialer?

To put it simply, it is a system that dials the numbers for you. It takes time to dial numbers manually, not long, admittedly, but it takes time, and if you are dialing 100 to 200 numbers a day, that time mounts up. A predictive dialer automatically calls the numbers that are programmed into it, and only connects the agents to numbers that connect to a customer.

The dialer is connected to the database or CRM solution, and calls the numbers programmed into it in sequential order, so it takes a little organization for someone to program numbers in, at the start of the day and then the day is planned for all the agents’ making calls.

This technology is common in call centres that work in Finance, Sales, Recruitment, Surveys, and hospitality among many more. In any sector where time is limited and customers are plentiful, an auto dialer saves time and money for the business. Where there are quotas to reach and targets to hit, an auto dialer can help hit those targets and improve efficiency across the operational centre.

Sounds good, how does it work?

The auto dialer system needs a few things to make it work. It needs data, a computer, and a phone or voice modem.

The data housed by the computer, or your CRM solution is the list of customers phone numbers. These could be landlines, mobiles, or even international numbers. The data is programmed into the auto dialer software on the computer and called in the order programmed by the system. The system even differentiates between call outcomes.

If the call goes to a voicemail, it is added back into the queue to be called later.

If the call goes to a dead number, it is removed from the list and through detailed call analytics, it is reported to the user that the number no longer exists.

If the call goes to a busy line, it is added back into the list to be called later, or it can be programmed to be called back the next day, until a firm outcome is found.

If the call goes to a fax machine, again, it is removed from the list and added into the daily report.

If the call gets answered, it is connected to an available agent, and they can speak to the person answering the phone. This leads to further outcomes which again are reported on through the detailed options in the call recordings and call analytics parts of the software. 

The agent could be speaking to the correct person, in which case the number is reported as being active and correct and used again, until the customer concern is resolved or until the customer opts out of calling.

The agent could speak to a wrong person, or it could be a work number and the customer does not wish to be contacted at work, so it is added into the queue to not be called again.

The auto dialer manager at the end of each day analyses a report that the system creates to generate the next day call lists and to add back into the CRM the outcomes of the day.

The computer can distinguish between humans and call recordings, or answer machines. If the call is answered by a machine, there is a different signal, and a different data packet sent back to the receiver within the auto dialer that means that the call can either be dropped or can be programmed to leave a message.

Auto dialers do the talking for you

An Auto dialer can leave pre-recorded voice messages for you and your business. If you record a message like:

“Hello, you have been called by XYZ Company regarding your account, please call us back on 0123456789 at your earliest convenience”. That is the message that the system will leave on the answer machines that it connects to.

The voice modem allows options to be given to the customer upon answering the call and is the part of the technology that leaves the pre-recorded message. The Voice modem adds extra value to the system and can have its own IVR schedule programmed into it.

IVR is an Interactive Voice Response.  This allows the receiver to receive a message, or to press buttons in response to available options. This could be “Press 1 to be connected to a live agent”, or “Press 2 if you want to opt out of receiving these calls again”, or “Press 3 to make a complaint about receiving automated calls from this machine”.

This can be programmed in to SMS2Email services so that the call, content, and the connection are all recorded both verbally and in written format. You know who you have spoken to and when which improves the quality of your data.

The options are nearly unlimited, since the business can program them into the system, the important part is to make sure that the IVR is tracked and added into the call analytics.

This system is available on VoIP (Voice over Internet Protocol) as well as through your mobile phone and is a feature that comes as standard with conXhub through the feature called Active Q.

If you have a good connection, you can use this system, that could be a mobile phone connection, an internet connection, or even through your trunk lines through your phone systems.

Auto dialers have features much like any call centre solution, caller ID, call recording, voicemail, internal and external transfers and putting the call on hold whilst you gather the necessary information are all standard features of good auto dialing systems.

Active Q

ConXhubs Active Q can be managed by the call centre operations manager, with numbers or lists added each day, The lists can be added to hunt groups, departments, individual agents or escalated teams. When an in-bound call goes unanswered it is automatically added into the Active Q for that person to call back and they are sent a notification telling them the time, date and number that called them. The agent can then bump that call to the top of the queue to call them back if there is an urgent matter to discuss, or they can leave it in line to be called in sequence.

This technology also helps in-bound callers, when a customer is calling, they are notified how long the average wait time is, and if they do not wish to wait on hold, they can simply press the option to leave their number in wait but receive a call back when their number gets to the top of the list.

Managing these Active Qs through detailed data analytics and call management software shows the performance on a granular level, a team level, and a high level across the whole business. Most Auto dialers can also be integrated into the company CRM Solution, especially if that is a standard CRM Solution. If the system is bespoke, it might take some development time, but integrations are still possible and make this process even more efficient.

Is it a one size fits all, or are there different types of Dialers?

Good Question, there are several different types of dialers but there are 5 main and distinct variations of dailer software that we can discuss here, bear in mind that Active Q has the features of most of these combined into its solution.

Different varieties of dialers have the following features as added extras so if you like what you read, discuss it with us and we can customize your dialer solution to match your needs:

• Voice Broadcasting

Voice Broadcasting involves calling customers with a pre-recorded message. There is often an option to press a key to speak to people, often connected to an IVR where calls can get routed to different teams. This is an advert that people respond to.

• Dialer to SMS or Email

This involves calling a list of people and when they get a response, it gets recorded by SMS or email, this is great for updating data lists, and for people who do not want to talk, but want to communicate non-verbally.

• Smart Dialing

Press one to be connected to a live agent if you are interested in improving your insurance coverage! This system is used for marketing and automatic calling of a database of customers. Smart dialing could be good for up selling and for responding to people who have opted in after seeing an advert or receiving an email.

• Predictive Dialers

Well used in call centres where there are quotas to reach. This is common in cold call sales, or in businesses with a high volume of customers. The predictive dialer calls multiple numbers at the same time and connects you to whomever answers first. Very efficient and keeps people focused and motivated when at work. There is no time wasting here!

• Progressive Dialers

Even less time wasting here. As soon as one call ends, another begins. They have calls waiting, and people on the line looking to speak to you. The call is automatically placed to whomever is available. This means that agents must structure their breaks and be aware that as soon as they are ready, multiple calls will come in. There is no time for notes, call preparation or reviewing client details, just straight into the call. Obviously, progressive dialers are well suited for some industries and potentially damaging in others, so it needs to be used carefully.

• Preview dialers

These dialers are possibly the most common and used widely in call centres. As the name suggests, a preview dialer allows you to preview the CRM information before the call, you can choose to make the call, skip the call, or add the number back into the list for a later call, if the notes indicate that the person is not available at that time. This helps you get to know the customer before making the call and to read the notes that other people have left. This is quality over quantity.

When I am choosing a dialer what are the key features I should look out for?

Another good question. Here is a list of things to look for, or to ask the salespeople about when deciding on which dialer works best for you and your company:

Will it improve your workflow?

The main reason anyone gets a dialer is to optimize the workflow and improve the workforce productivity. People do not buy a dialer for fun; they get a dialer to call multiple numbers in the day. So, the key and first question is, will it do that for you?  If your business has call lists and has a need to increase the volume of calls made, and it will not affect the quality of the call or the pre-call research necessary, then it could be a good move! Other key superphone features such as Active Q, adding in missed calls, having managers add in calls for you to make as a priority, moving people up the queue are all standard features with ConxHub.

There are additional free features that some dialers also have such as screen recording, script and IVR building and CRM solutions that come free with it. It is worthwhile speaking to someone to discuss the features that are standard, and the extra features that could be free if the sales pitch is right!

How many call lists do you use?

If you only make calls from a sales list once a week, then there is no need for a dialer. If you want to increase your call volume to 20 calls an hour, every day of the week, and you are working from multiple data sources, buying in call lists, adding additional numbers all the time, then this could be good for you. Working from call lists is greatly improved by correct usage of a dialer.

What are the call lists that you work from?

If you are buying in data that is new, up to date and fresh, then a dialer can work well. If the data is old, or not opted in, the conversions will be low, and you risk a lot of missed calls and frustrated agents. Call data must be refreshed regularly to make it work, if it is even a few months old, you have missed the opportunity to sell to it, or people have changed their numbers. Time is of the essence and data quality is critical in converting sales.

If the call lists are from warm leads or people responding to adverts, conversions will be high, so it is best to use a dialer to make sure that every person on the list is called and contacted.

A dialer is also useful for old data, if all you want to do is segment and refresh the data to get better quality leads, but to sell via a dialer to old data is a difficult task and requires time on the call and some research before the call.

What integrations would you need?

Some dialers work on stand alone lines, others must be connected to CRM solutions and databases so that notes can be taken, customer information updated and other people in the team informed of what is going on.

Making sure that the dialer can integrate with the system that you are using is essential before buying. If you buy a system that can not integrate, you must buy another system that can, or build a new work-around solution, which will waste a lot of time and money!

How granular do you need to go for your data analytics?

Some dialers have minimal reporting tools, others go into great depth. Making sure that the dialer reports on what you need to have for your operations is key. The good dialers that give you the data you want, are priceless, dialers that do not report on the key metrics that help your business will simply be a hindrance.

Do you work across multiple time zones?

Working internationally means segmenting the data to make sure that you do not call customers whilst they are sleeping, and you call customers at the most opportune time. Dialers that can segment data by time zone of the customer help to improve conversions.

How useful are call backs?

If you get a lot of missed calls a dialer that can add them back into the list is great and means that every missed opportunity is attempted. Some dialers can schedule calls, so the list stops running if the agent has a call at 11am that must be made. When you are working in Insurance, or selling a product with a 12-month contract, you must contact the buyers just before their current contract expires, this takes planning, but with a dialer, you can schedule that call back and integrate it with the end date of the contract. Some dialers cal book calls for you a year ahead, so you do not miss the opportunity to up-sell the product or to contact the person when their contract ends.

Key advantages of dialers

To summarise always keep in mind the key reasons why you are looking to invest in a dialer.  These are commonly speed, efficiency, cost savings, target lists, and to maintain clean data. If these 5 elements are important to you, Active Q with Conxhub can help.

Businesses involved in sales, or high volume of customer contacts should consider a dialer. The system will ensure that all people are contacted, and sales are improved.

If your business does any cold calling in volume, this could be for collections, bookings, surveys, waiting lists, up-selling products to existing customers, or for fraud alerts, then a dialer is well suited to your needs.

To put it simply, think before you buy, a dialer is a great piece of equipment if used well and wisely for your business but if your business is not suited to a dialer, it can cause more headaches than it is worth.

Speak to the team at ConxHub to discuss Active Q and whether it is right for you.