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Auto Diallers: Everything You Need to Know

1-2Automatic diallers automate the outbound calling processes of your call centre to save money and time. Here's everything you need to know about auto-diallers, how they work, the benefits and features of this software.

What is an Auto Dialler

An auto dialer is a piece of software that will automatically dial contacts in a list when dialler agents make outbound calls. This software allows agents to place hundreds or even thousands of automated calls simultaneously. The auto dialer will connect the caller to either a live person or a prepared message after the phone is answered. 

In industries like sales, call centres, healthcare, hospitality, and even education where phone conversations are often repeated, auto dialers are prevalent. Rather than wasting time manually dialling phone numbers users may concentrate more on the message's content and effective delivery.

There are three different types of auto dialers:

  • Preview diallers allow agents to place outbound calls or skip them.
  • Progressive dialers differ from preview dialers because they don’t give users the same level of option freedom. This software will immediately place the next call. 
  • Predictive dialers are the most efficient for calling multiple numbers at once. The software uses an algorithm to determine when agents will conclude their current call and put the next call through before the user is finished with the entire sales script, this minimizes the idle time between calls.

How Do Auto Diallers work?

For an auto dialler to work as one cohesive unit, users will need a computer with auto dialling software, a headset and a stable internet connection. The auto dialler software integrates each component with the system that holds your customer database. Then, using this database of leads, the software alerts the computer which numbers to dial, which leads are dead ends, voicemails and busy lines. The software will then take the designated call action whilst collecting data on pick up rate, length of calls and the number of calls sent to voicemail.

What is the software behind Auto Diallers

Whilst there are many standalone options, most auto dialer products integrate directly with existing CRM software or are built into contact centre infrastructure software.

Some auto-dialer software will overlap with outbound call tracking software; however, where outbound call tracking software needs prompting and focuses on storing data, auto-dialers will automatically dial phone numbers from a list. 

To classify as Auto Dialer software, a product must: 

  • Automatically dial phone numbers from a predesignated list 
  • Play a prerecorded message or prompt once the call is answered or connect to a live agent

 Are Auto-Diallers Legal?

One downside to auto dialers is that customers might find them spammy due to their primary cold-calling use. 

The Telephone Consumer Protection Act, aims to prevent intrusive or repetitive calling practices. Regulators have ensured that consumers can block automated calls. Since these laws change often, it's essential to stay updated to ensure your compliance. So whilst using an auto dialler is legal in Australia, they must adhere to all telemarketing laws and regulations. Each business needs to have this in mind when deciding what type of dialler would suit them best.

What Are the Benefits of an Auto Dialler?

An auto dialler increases the calling cadence and reduces agent wait times, resulting in improved productivity and cost cuts. Furthermore, auto-diallers simplify lead generation, maximise outreach, and ultimately boost sales teams' performance.

Key benefits of an auto dialler for businesses are:

Reduced Idle Time

With manual dialling, agents must wait until a call is connected. Agents waste time listening to busy tones, meeting disconnected calls, and answering machines. 

Increased Agent Talk Time

If the callee doesn't pick up the call, your auto dialler dials another number on the list. So, you can spend more time speaking to customers and leads than dead-ends.

Improved Operational Efficiency

Since an auto dialler can detect busy calls, non-active numbers and voice calls, it significantly increases the call connect ratio, which leads to maximised dialer output and better operational efficiency.

Real-Time Monitoring and Reporting

A reliable auto dialler software provides insights into call centre operations through customizable reports and dashboards. These insights improve managers' decision-making ability and help agents identify problems in real time. In addition, managers can track call centre metrics at regular intervals to achieve higher operational efficiency.

What is essential when looking for an Auto Dialler?

Auto dialers are stocked full of specific features that will help you have more meaningful customer conversations than alternative dialer software.

Here are key cloud call centre software features you should consider:

Easy Integration to CRM

Choose an auto dialler that connects to your existing CRM software. So, you don't need another app to feed customer details into the auto dialling software.

Predictive Dialling

Choose software with predictive dialling features. This software chooses the following number to call in case of busy lines and dead ends. So, you aren't wasting time. 

Call Recording

Choose an auto-dialler software that records calls in high-definition audio. The feature aids in staff training, performance evaluation, and in resolving customer complaints. 

Interactive Dashboard

An auto-dialler system with an interactive dashboard allows managers to track all activities and evaluate performance based on data and statistics.

Try MaxContact Auto Dialler Now & See the Difference

How To Set Up An Auto Dialler?

MaxContact is a cloud-based auto dialler. It's easy to set up and use. To have it up and to run, you need to:

Step 1: Upload your contact database

Step 2: Set all flows and assign agents. 

Step 3: Based on the type of auto dialler you use, configure the system on how to respond in various scenarios.

Step 4: Log in to your auto dialler and let it make automated calls on your behalf.

There aren't enough hours in the day, so making use of the time you can automate a task is a wonderful productivity technique. Auto dialers are a great example of automating a time-consuming activity and freeing up time to focus on the fuel for your business: the client.

Are you ready to use a reliable auto dialler? Get started with our demo today!