Automatic Dialers
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Introduction
An automatic dialer, also known as an auto-dialer or outbound dialer, is a computer system used in call centers to make outgoing calls to customers from a list of contacts. Unlike automatic call distribution (ACD), which handles incoming calls and assigns them to agents, an auto-dialer focuses on making outbound calls. Auto-dialers track call center performance, including how many calls each agent has handled. In advanced systems, a single system can manage both inbound and outbound calls, allowing agents to switch between the two depending on call volume.
Auto-dialers are split into four distinct types:
Preview
A Preview auto-dialer shows contact details to the call center agent on a computer display. The agent then starts the call using a mouse click, keyboard press, or another input device. While Preview auto-dialers are considerd inaffective and slow, in some use-cases, they are the optimal tool.
Power
A Power auto-dialer connects calls to agents once the recipient picks up. A power dialer dials multiple contacts at once, based on available outgoing circuits, without involving the agent during call progress. It detects when a call is answered, then connects the agent and shows contact details ("screen pop").
A Power auto-dialer filters out answering machines, fax machines, and unanswered calls, and also performs basic speech recognition on the receiving party.
Power auto-dialers are also know as Robo-Dialers and in various countries are considered an offense with various fines associated with it. Before using a Power auto-dialer, make sure what is the regulation in your country regarding this.
Progressive
A Progressive auto-dialer, tracks agent availability in real time. It avoids making outbound calls when no agents are available to handle them. Agent availability is monitored through an application on the agent's computer, allowing them to log in as available. In addition, a Progressive auto-dialer will include all the functionality of a Power auto-dialer.
Predictive
A Predictive auto-dialer,is an expansion on the Progressive auto-dialer. A Predictive auto-dialer uses heuristics to estimate agent availability based on how long they've been on calls and how many calls have been answered by humans recently. This method helps predict demand on the agent pool. However, this approach can increase the risk of abandoned calls if the prediction is wrong and too few agents are available.