Dialer

What are dialers?

Dialers are an automated dialing device for telephone calls. Dialers are used to initiate a relatively large number of outgoing calls within a relatively short period of time without wasting time. This is particularly advantageous for active customer approach/outbound campaigns in call and contact centers. Dialers automate the software-controlled establishment of telephone connections and replace manual dialing, which takes considerably more time. Dialers can be used to initiate more calls within a defined period of time than would be possible manually. This makes telephone contact more efficient, reducing time and costs.

Dialer operating modes

Modern dialer software has three different operating modes: preview dialing, power dialing and predictive dialing. It also offers authorized employees the option of dialing data records manually, regardless of the dialer's operating mode.

Predictive dialing

• With predictive dialing, the telephone numbers in the contact list are dialed automatically. In addition, the dialer software uses mathematical procedures to continuously monitor various parameters, such as the current availability or the average call duration of each employee, and includes this in the calculation for dialing. Predictive dialing is therefore a forward-looking, self-regulating dialing process.

Preview dialing

• In preview mode, employees see the customer data on the screen before the call. With semi-automatic preview dialing, they start the call manually, while automatic dialing takes place directly after the previous call. This enables targeted preparation, for example by viewing the contact history, and improves call quality.

Power dialing

• A power dialer automatically starts the next call as soon as a call has ended – either on the client or central server. The "overdial factor" allows several numbers to be dialed at the same time, with the first connection reached being put through. Further successful calls are forwarded to free employees. This reduces waiting times and increases productivity in the contact center.

Local vs. cloud

Modern dialer solutions can be used locally, but also across locations from the cloud, i.e. web-based. But what is the difference?

• Local dialers are suitable, for example, if companies want to carry out outbound campaigns continuously and with a consistent workload and actively contact customers on a regular basis. However, security and data protection aspects can also sometimes speak in favor of using a local solution.

• Cloud solutions are suitable for occasional outbound campaigns, smaller teams or to supplement local dialers during peak loads. They are ideal for distributed locations, home offices or service providers who require a standardized solution. In addition, the technical requirements are low – a PC, Internet access and telephone are often sufficient.

Blending: Dialer + ACD

Companies that want to make their outbound campaigns consumer-friendly can combine dialers with an ACD system in what is known as blending. Background: The Telecommunications Act (§66k Para. 1 TKG) stipulates that advertising companies/service providers must transmit their telephone number when a call is made so that callers who have not been reached, for example, can see the telephone number on their display and call back if necessary. These callbacks are received by the company/service provider as an "inbound call" in the ACD system – and therefore actually by the inbound service team. However, when combined with a dialer, these incoming calls are recognized as callbacks to an outbound campaign and can, for example, be routed immediately to the employee or group of employees who had previously tried to reach them.

Typical side effects...

Hello dialer

• After the subscriber picks up the phone, it takes a few seconds before the caller answers. The reason for this may be that the call cannot be transferred immediately, for example because an answering machine detection is being carried out or there is only a muted line, as the employee first has to complete the task they are carrying out before they can turn to the customer and greet them.

Dropped call

• The telephone rings, but the ringing stops immediately. This may be due to the fact that the number of available employees in the contact center at that moment does not correspond to the number of calls set up by the dialer. This means that more calls are being set up than can be delivered to free employees. The dialer then cancels the excess calls.

Lost or abandoned call

• The called subscriber picks up, but there is no one at the other end of the line or the connection is terminated. This can be caused by connections being set up without an employee being free.

.... and how to avoid them

Innovative dialers, such as the VIER Outbound Dialer, offer the possibility of adapting outbound campaigns using a wide range of parameters and preventing or reducing the side effects mentioned. These include the setting of the maximum ring duration, the rate of lost calls, the rate of dropped calls, the time interval between individual call attempts to the same consumer, etc.