So, you’ve got a contact centre, and you’re looking to supercharge your outbound calling game. You’ve probably heard of outbound diallers, but what are they exactly, and which one is right for you? In this blog, we look at the different types of outbound diallers and how and when to use them.
What’s an Outbound Dialler?
An outbound dialler makes outgoing calls more efficient and automated. It helps your agents connect with customers without the hassle of manual dialling. But here’s the catch – there are different types of these diallers, and choosing the right one is crucial for your contact centre’s success.
The 4 Main Types of Outbound Diallers
Let’s dive into the 4 most common types of outbound diallers used in contact centres today:
1. Preview Dialler
The preview dialler gives agents a look at key customer information before connecting each call. Agents can review details like the customer’s name, account history, and reason for the call. This helps them personalise their approach and handle complex or sensitive cases with finesse.
The preview dialler is ideal when your agents need to:
- Make highly customised sales pitches
- Provide intricate technical support
- Discuss confidential customer data
- Deliver bad news or collect sensitive information
A preview dialler ensures your agents go into each call fully informed and prepared.
Pro Tip: There’s an advanced version called Preview-All that compiles a unified view of all scheduled calls. This allows agents to optimise their call list based on individual strengths.
2. Progressive Dialler
If your contact centre is all about speed and efficiency, the progressive dialler is your superhero sidekick. This dialler springs into action as soon as an agent indicates they are ready for the next call.
Customer data pops up on the agent’s screen at the same time the call gets connected. No time is wasted looking up information or manually dialling numbers.
The progressive dialler keeps the calls flowing seamlessly from one to the next. This lightning-fast pace is ideal for:
- High-volume sales outreach
- Renewing or upselling current customers
- Simple customer follow-ups that don’t require research
- Getting quick responses in market research surveys
With a progressive dialler, your agents can power through call lists at superspeed. Just be sure to monitor stress levels – the nonstop pace can take a toll.
3. Predictive Dialler
For contact centres with high outbound call volumes, the predictive dialler is the ultimate powerhouse. This clever bot makes multiple calls simultaneously, and then connects the customer only when someone answers.
The predictive dialler uses complex algorithms to estimate answer rates and availability. This ensures agents don’t sit idle while abandoning very few unanswered calls.
This efficient approach works well for:
- Mass market sales prospecting
- High-volume customer service follow-ups
- Automated telemarketing and surveys
- Appointment reminders or collections calls
The only catch is that abandoned calls can damage customer satisfaction. Make sure your team can handle the blazing-fast speed.
4. Power Dialler
Think of the power dialler as your automated assistant, steadily dialling numbers while agents prepare between calls. This balanced approach prevents customers from ever being sent to voicemail without an agent ready to talk.
The power dialler gives agents a moment to check notes, have a sip of water, or rehearse their script before the next call rings through. The pace is moderate but consistent.
This style maximises quality conversations by:
- Giving agents time to review account details
- Letting agents relax and reset between calls
- Ensuring customers always reach an available agent
While slower than predictive dialling, the power dialler is ideal for customer service teams focused on quality over quantity.
Key Features of Outbound Diallers
Now that we’ve covered the main types, let’s look at some of the key features that allow outbound diallers to supercharge your agents:
- Auto-dialling– Advanced algorithms dial numbers automatically based on availability.
- Call pacing– Controls the speed of calls to match agent capacity.
- Call routing– Sends calls to the right agents based on skills and availability.
- Lead lists– Loads and prioritises contacts for organised outreach.
- CRM integration– Displays customer data directly within the agent desktop.
- Call recordings– Records interactions for quality assurance.
- Real-time reporting– Tracks stats like call volume, duration, connections etc.
- Compliance features– Options to meet regulations for automated dialling.
- APIs and integrations– Connects with business software like CRMs, databases, payment systems etc.
Which Industries Use Outbound Diallers?
Now that we’ve got a handle on the different types and features, let’s look at some of the top industries that leverage outbound diallers:
Banks use outbound diallers to automate customer service follow-ups, conduct market research, offer new products, and confirm appointments or payments. Advanced security and compliance features help protect sensitive customer data.
Phone companies rely heavily on outbound diallers for sales prospecting, customer service, technical support, and account management. Predictive dialling handles high call volumes.
Insurance firms need to connect with policyholders for renewals, claims, customer service, and cross-selling additional products. A power dialler provides a balanced pace.
Collection agencies need to efficiently contact large volumes of delinquent accounts. Predictive diallers allow agents to power through call lists.
Research firms conduct large-scale telephone surveys and interviews using predictive diallers. Quick connections provide real-time insights.
Charities and non-profits leverage outbound diallers when doing fundraising outreach. Preview diallers allow personalised pitches.
Choosing the Right Outbound Dialler for Your Contact Centre
Selecting the ideal outbound dialler depends on your contact centre’s unique needs and objectives. Here are some key factors to consider:
- Call Volumes – centres with high outbound calls benefit from predictive and progressive diallers optimised for speed and scale.
- Average Call Duration – longer, complex calls require preview or power diallers that give agents more preparation time.
- Call Type – personalised sales & service need preview diallers, while telemarketing and surveys do well with predictive dialling.
- Industry Regulations – healthcare, debt collection and other regulated industries require compliant dialling practices.
- Data Security – preview diallers and tight integrations help protect sensitive customer information.
- Existing Setup – legacy systems may limit integration capabilities with newer dialling technology.
- Budget – predictive and progressive diallers have higher licensing costs but maximize agent productivity.
- Legacy Constraints – older contact centre platforms can limit integration with newer dialling technologies.
- Workflows – Factor in the rest of your workflows beyond calling – CRM, payment processing etc.
While there is no one-size-fits-all option, weighing these key factors will help you select the ideal outbound dialler for YOUR unique contact centre. Like a superhero sidekick, it should complement your existing setup while kicking your operations into overdrive.
The Power of Outbound Diallers
Outbound diallers might seem complicated at first, but in reality, they make life simpler for contact centres. Like a supercharged CRM, they turbo-boost productivity and efficiency:
- More Calls– Autodialling means faster connections and more calls per hour.
- Happier Customers– Intelligent call routing and prepared agents equal better experiences.
- Lower Costs– Increased productivity reduces hiring needs.
- Motivated Agents– Higher morale as agents handle more satisfying call volumes.
- Valuable Insights– Built-in reporting provides actionable analytics.
- Higher Sales– Faster follow-ups and skilled agents convert more leads.
While early adopters benefit the most, advanced AI-powered diallers now enable businesses of any size to leap into the future with outbound automation.
So put on your superhero cape, and let the perfect sidekick take your contact centre operations to the next level! The future is calling.