Choosing the best dialer software for your business’ call center can seem overwhelming.These days, there are many options for outbound dialers. At Air call, we’ve optimized cloud-based call center software with our power dialer solution. Read on to learn how call center dialers work, key features, how to increase your business’ productivity, and more.
How does a call center dialer work?
Call centers use dialers to automate the process of dialing numbers. A call center dialer, or outbound dialer, connects customers to an interactive voice response system (IVR) or to a contact center with a live call center representative.
Air call uses a power dialer as the preferred form of cloud-based call center software. This call center dialer is more versatile and efficient than typical preview dialers. The power dialer is an integral component of contact center technology.
Power dialers are mean to be use as productivity tools for sales teams, in contrast to auto and predictive dialers. Which are automation tools typically use by telemarketers. Learn about all the differences between dialer types here.
What is a dialer in a call center?
A dialer in a call center is an automated system that makes customer calls from your business. There are plenty of rapidly evolving sales dialers on the market, making inefficient cold-calling a thing of the past.
There are three main types of dialer software use in call centers today. Listed from least to most personal, the three main types of sales dialers are:
Progressive dialers (including preview and power dialers)
Learn more about the key features of each dialer to make an informed decision for your business.
How does a dialer work?
There are several different kinds of dialers. In general, a dialer in a call center is an automated system that makes customer calls from your business. At Aircall, we provide our clients with the most efficient and personable dialer—the power dialer.
A power dialer automatically dials the next number in the queue once the previous call ends. If the number is busy or disconnected, it will dial the subsequent number on the list. With Aircall, you can:
Delete the numbers from the sequence while a call is in progress
Pause the calling sequence at any time
Manually skip to the next number
Hang up and move on to the following number
Engage with the CRM while you’re in the call (i.e., take notes, tag, and add follow-up steps)
Automatically detect phone numbers from web pages and add them to your CRM through our click-to-dial extension
The key features of a call center dialer
When it comes to software, there are plenty of different call center options available. Some are suitable for outbound call centers, while others are more appropriate for inbound call centers. Here are 10 essential call center features to look for when selecting a call center dialer.
Interactive voice response (IVR)
An IVR is an electronic voice menu that helps callers decide. Which agent they want to be connect to based on their needs. Callers hear recorded voice memos such as “Press 1 to…”, which the system plays automatically.
With automatic call routing, everyone saves time and resources. In this setup, the caller is offer several options until they’re connect with the most helpful agent.
Call center software should also be able to record phone calls for training purposes. This can help you increase your team’s productivity and customer satisfaction.
Computer telephony integration (CTI)
CTI connects the functions of your phone with your computer. With a CTI, you can instantly turn your computer into a virtual call center. Aircall’s CTI integrates with just a few clicks, easily incorporating the phone into your work processes.
Pop-up notifications ensure that your sales agents or customer service representatives are aware when they receive a call or when a call is transferr to them.
A power dialer automatically dials stored phone numbers from a selected list. Aircall’s power dialer automatically identifies phone numbers on a website. It also allows you to dial a phone number four times faster and make up to 80 calls in an hour.
Powerful but simple integrations can improve team performance. Aircall can be integrat into your existing CRM within a few minutes and a few clicks. You can find over 50 different integrations in our App Marketplace, including Salesforce, HubSpot, and Zendesk.
Call whispering & live coaching. This functionality means that a third party can discreetly join conversations and offer support to the sales agent or customer service representative without the customer’s knowledge. With Aircall’s whisper function, you can join unnoticed during a phone call or write a note to your colleague, guaranteeing optimal call center customer.
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