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Manual dialer for enough pre-call and afterwork time

Have full control over the call flow of your outbound campaigns with manual (preview) dialing.

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Get to know our manual dialer

When using a manual dialer, number selection, dialing, ring time and idle time are fully controlled by agents. Contacts are manually dialed, one by one – either by hand-or list dialing (see Q&A at the end).

Manual dialing is often called preview dialing as well, referring to the fact that agents have time to look at the contact’s information in the system before placing a call. Some businesses differentiate manual and preview dialing based on the absence (manual) or presence (preview) of automation features such as opening up the next callable record immediately. VCC Live’s manual dialer offers both options.

Although manual dialers are less time-efficient than auto dialers, there are many campaign types where they’re more suitable because of their unique benefits. Get to know what manual dialers have to offer in the following sections.

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Optimize your campaigns with manual dialer

Explore the wide range of benefits manual (preview) dialing in VCC Live offers.

  • Prepare agents

    Leave agents enough time to go through customer details and prepare for their next call.

     

  • Optimize call flow

    Ensure smooth workflows by enabling the function that opens up the next callable record automatically.

  • Save time

    Enable the system to hang up and allocate an “Unavailable” disposition to records that were dialed for a long time.

  • Improve afterwork

    Set up soft and hard time limits to your agents’ post-call administration tasks to make more calls.

  • Allocate records

    Distribute records among your agents based on their expertise through skill-based manual dialing.

  • Customize campaigns

    Choose from a wide list of customizable settings and statuses to tailor your manual dialer to your projects.

Use manual dialer in various project types

Although auto dialers may seem more efficient in many cases, there are some situations where manual dialing can be more suitable. These include:

  • Projects requiring highly personalized calls: if your agents need to have a thorough overview of the contact’s case before making a call, manual dialing will leave them enough time to prepare. This can happen in a B2C setting when agents follow up on a previously reported issue, but it’s even more common in B2B sales.
  • Preassigned records to call: similarly, when agents need to call previously assigned numbers, they may need longer preparation times, making manual dialer a more suitable option than choosing an auto dialer. This is a likely scenario in projects where agents call a list of potential sales leads.
  • Paired with click-to-call: VCC Live users can use their own websites, CRM interfaces or software solutions to handle calls and pair it with VCC Live for call management and KPI tracking purposes. In this use case, agents initiate the calls on the platform of their choice while VCC Live’s manual dialer operates in the background.
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Manual dialer vs. auto dialers

Not sure if manual dialing is the right fit? Be sure to learn what benefits automatic dialers can offer your team.

  • Power dialer

    The system automatically dials records one by one, saving agents’ time on number selection, dialing, and ring time.

  • Predictive dialer

    The system “predicts” agent availability, dials more records than agents available, and connects them to live calls only.

  • Outbound IVR

    Campaigns are fully automated with pre-recorded voice files and IVR options that enable self-service. No agents needed!

Combine manual dialing with these features

Now that you’ve picked your dialer, take a look at some of our features to further boost your campaign’s success.

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    Customer
    payments

    Enable customers to make payments while they’re on the phone with your agents.

    EXPLORE >
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    Live
    dashboards

    Track system and custom KPIs across your operation on one unified platform.

    EXPLORE >
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    Scripting
    tool

    Give agents the scripts and external tools needed to navigate calls successfully.

    EXPLORE >

Clients using VCC Live in their contact centers

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Get started with manual dialing

Contact us today to find the best dialer for your outbound campaigns.

Let’s have a chat and demo to discuss all your contact center needs.

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Manual dialer questions & answers

There are two ways to dial records manually: through hand dialing or list dialing. Hand dialing is more time-consuming, as agents need to enter the digits of each phone number they’re contacting. In contrast, with list dialing, agents simply click on a record in the system to initiate a call.

Agents can track two groups of statuses when using VCC Live’s manual dialer: the first group provides an insight into their progress on a specific record, and the second group indicates their availability in the system.

Work-related statuses are prework, ringing, call and afterwork.

  • Prework status refers to the time period between selecting a record and initiating a call. This status is unique for the preview dialer mode.
  • Ringing refers to the time spent on both dialing and ringing. This step generally takes 40 seconds.
  • Call status is shown from the beginning of the call till the agent hangs up.
  • Afterwork refers to the period where agents complete post-call tasks, such as saving the right disposition or adding extra information about the customer to the system.

 

You can also set statuses regarding agent availability, such as available, break or any other custom status.

Callbacks can be handled in two ways:

  • A regular callback can only be initiated by the agent who originally handled the record.
  • Shared callbacks allow any agent in the project to follow up with the records.

VCC Live’s manual dialer offers plenty of features to handle outbound calls better. Two useful features in preview mode include:

  • Opening the next callable record automatically: once the agent finishes their afterwork, they’ll see the next number to call immediately.
  • Skill-based manual dialing: records can be distributed based on specific attributes of your agents, such as skills, fields of expertise, geographical location or any other trait. These attributes are 100% customizable in the system.