Here’s How to Choose the Right Dialer for Your Contact Center

Norbert Simán
February 19, 2020
February 19, 2020
5 min read

Manual dialer, power dialer, predictive dialer – does it matter which type of dialing system you use in your contact center? Well, if you want to get the most out of your operations, then yes, it does.

Each type of dialers has its perks but which one is the best for your contact center? Let’s look at them one by one to find out!

Predictive Dialer for Boosting Efficiency

In contact centers increasing efficiency is always a major goal. And one of the key measurements related to efficiency is talk time per hour, in other words how much actual time per work hour agents spend speaking with customers.

This is why more and more companies these days are opting for a predictive dialer, which is an intelligent outbound call processing and managing system that uses statistical data to help predict how many numbers need to be dialed at any one time, thus making sure that every agent is always in an active call.

Predictive dialers work by dialing numbers while agents are still in a call, often initiating more calls than the number of free agents on the line. By the time an agent finishes their previous call, the predictive dialer has already dialed the next number. Once the operator finishes their current call, the dialer already has the next call ringing and ready to handle.

The average waiting time agents spent between two calls is thus usually only a few seconds. The number of abandoned calls (i.e. a call initiated by the predictive dialer and answered by the customer while there are still no agents available to handle it) is usually kept at under 3%. If it becomes higher than this, the predictive dialer automatically decreases the number of calls it initiates for agents.

With VCC Live’s highly customizable predictive dialer, the result can be up to 45 minutes active talk time per hour.

Manual Dialer for Inbound Teams Handling Complex Issues

Although predictive dialers are the contact center industry’s unicorn dialers, in certain situations, it is simply more effective to use another type of dialing systems – for example, a manual dialer.

Manual dialers, as the name suggests, are dialers which require agents, once they are ready to make a call, to manually choose and dial phone numbers. This type of dialer gives agents time to prepare for a conversation, allowing them to get acquainted with the customer’s case and details. It’s perfect for complex issues, when agents need to go through scripts and make sure they are fully prepared for a conversation.

Having a manual dialer gives more control to inbound customer service teams, as agents can decide when to start a call. A manual dialer can also be an ideal solution for teams handling customer interactions on several channels, for example email and chat.

Manual dialers can be divided into two subgroups: hand dialing and list dialing. Hand dialing means manually dialing digits on a phone dial pad while list dialing means operators click or choose the number they want to call from a list in their system.  

Power Dialer – the Best of Both Worlds

The third type of dialers contact centers often choose to utilize is a power dialer. Power dialers automatically start as many calls as there are free agents on the line. Once an agent finishes a call and becomes available again, the power dialer dials a new contact for them.

It uses the same list as a manual list dialer, and is very useful in cases when customers have been promised a call back. However, as with manual dialing, agents still need to wait for the ringing period to end and for customers to pick up. To summarize, power dialers help decrease dialing time between two calls.

And, as above said, in comparison to predictive dialers, which start more calls than the number of free agents on the line, power dialers initiate only as many calls as the number of free agents on the line. As a result, power dialers are ideal for smaller teams working with 1-3 operators who cannot handle the number of calls a predictive dialer normally initiates but still wish to save a certain degree of time on dialing.

A reliable dialer is to a contact center what an engine is to a car – it’s what keeps it running. So, make sure to choose the ideal one that will help you take your contact center performance to the next level! 

Norbert Simán
Norbert Simán is Key Account Manager at VCC Live®, helping clients make the most of our software solution, while sharing his expert industry knowledge with them.
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