Everything you need to know about outbound dialers
Call center software is a tech-based workforce management solution aimed at increasing efficiency in the call center industry. But it’s so much more than just a tool for making or receiving large volumes of calls.
It also streamlines the processes needed for tracking, recording, and analyzing calls. With this in mind, outbound dialer software is specifically targeted at the needs of staff in outbound call centers.
Unlike inbound call centers, where tele-agents are usually involved in customer support, outbound call center staff are tasked with the marketing and sales of a specific product or product line. And the right outbound dialer software can make their jobs a lot easier, by automating much of what they need to do.
We examine the definition and top features of outbound dialer software, and so much more, in the article below.
No call center, inbound or outbound, can deny the benefits that call center automation has afforded them. But while generative AI and ChatGPT have revolutionized the contact center environment, a simple truth remains. The best automation supports your valued staff, it doesn’t replace them!
This is where our tried-and-trusted outbound dialer software truly shines. That’s because no outbound call center software is truly functional without an effective outbound dialer. It’s only one feature but it’s where the magic starts to happen.
So, what exactly is an outbound dialer, and why do you need one?
An outbound dialer is a feature of call center automation. It automates your outgoing calls, taking the pressure off your call agents. And as part of a more comprehensive outbound call center package, it benefits your business in several ways.
The best outbound call center software is a cloud-based software solution like Autoreach. By automating outgoing calls, it means your agents get more done in less time, and with less stress.
But that’s not all it does. It provides several essential services, in one.
Why does an outbound dialer make such a big difference to your call center’s operations? There are many reasons.
An outbound dialer:
And because it does all these things, it also:
Now that we’ve gone through the benefits of an outbound dialer, let’s turn our attention to a related but even more innovative step in the right direction - the predictive dialer.
This is a very special type of autodialer. It further reduces the time taken to initiate calls, through statistical algorithms that determine when to start dialing the next number. Before your agent has even closed the deal, their next success story is waiting!
The predictive dialer will automatically dial the next number on the list so that by the time the agent is free, their receptive audience is there.
No single development in outbound call center software makes as much of an impact as this simple yet stellar feature.
However, to provide the best possible outcome, outbound dialer software needs a range of key features that work in unison to get you the results you want. Let’s look at those key features, next.
Outbound dialer software can provide agents with the best tools to carry out their duties, and they offer potential clients the best possible experience. However, that can only happen if you get the right software, with the right features.
How do you know what your outbound dialer software really needs for optimal results? Several top call center software features stand out among the rest, but we have found the following to be crucial for every outbound call center:
At the end of the day, you’ll need to report on your team’s progress and performance in a detailed report. This might be for management’s eyes only, or it may be for sharing with top stakeholders in the company. Whether it’s a weekly, monthly, or even quarterly requirement, you’re not getting away from it.
Wherever the situation, call times, numbers of successful deals closed and all other stats are at your fingertips with the right software. And with integrated reporting tools, you never need to fret about reporting ever again. Everything you need is easily accessed and shared, without the stress.
Cadences are yet another top feature that cloud-based outbound call center software from AutoReach can offer you. A cadence is a sequence of steps that you follow with your calls (and even text messages) over time.
This feature allows you to define an appropriate time schedule so that your contacts are reached at a time that suits them. Now you can follow up calls with relevant, targeted text messages, with Cadence SMS. This automatically triggers the sending of text messages after successful phone conversations.
Even in the most dedicated and streamlined work environment, things can go awry. An agent may give a potential customer the wrong information. A customer may ask a question that your agent couldn’t answer. So many things could go wrong. But you don’t have to be a victim of the endless possibilities.
You’ll stay in control all the way, with live recordings in real-time of every call. This feature has saved many outbound call centers (and inbound too, for that matter) from complicated disputes down the line. Recorded calls mean greater accountability, and thus a more motivated and productive workforce.
At any given time, your team will consist of numerous employees who are more experienced than others. And with that experience comes the skill sets needed for closing deals with tough customers. Smart call routing and rerouting take advantage of your best and brightest.
With call rerouting, you don’t have to lose out on a sale because one of the new hires is still a bit hesitant about cold calling! That being said, the ease with which calls are made and deals closed using the right software, will boost their confidence in no time.
Your best assets in an outbound call center are your telephonic agents. However, they’re limited by the speed with which they can dial the next number on their schedule. With auto dialer software, these limitations fall away, and you’ll quickly improve your outbound call center’s performance.
No longer bound by the speed of their fingers, calls are initiated at a fraction of the time it once took. And with more calls in a shorter time, comes more potential for sales. That’s why we’re so proud to have the best auto dialer for small business concerns.
Power dialing is an automatic dialing system that moves through your contact list and calls them without the need for manual dialing of a number. This feature makes completing any call campaign faster and more successful. You’ll never miss a prospect again.
Can your new agents hit the road running and learn how to use the software with minimal time spent on training? If the answer’s yes, you’ve got this covered and you’re already reaping the benefits. If not, a complicated dashboard just may be the culprit.
Few things speed up productivity more than a user-friendly dashboard. Although this may sound too simple, the value of it can’t and shouldn’t be overlooked. When call center staff spend too much time trying to work their way around a complex dashboard, they’re wasting valuable time that could be used to make sales.
The SMS feature helps you to reach a wider audience in a fraction of the time, with targeted marketed and informational messages. Broadcast SMS is one of the most effective tools for increasing customer engagement and creating interest in your product.
Also known as mass SMS messaging, it enables you to send specifically-crafted texts to multiple recipients at once. Customers can then ‘opt in’, choosing to receive further marketing and promotional offers.
SMS capabilities have much higher deliverability than traditional emails that just end up in recipients’ spam folders. Just create your contact list or draw from an existing one, write a short but powerful message that drives your points home, and hit send. It’s that simple!
Cloud-based data storage will take your call center business to the next level of efficiency. Remember that need for reporting? That requires storing a lot of data and necessitates easy retrieval of that data as and when you need it.
When you have the peace of mind that comes with cloud-based data storage, you’ll always have what you need, when you need it. It’s just another way that the best outbound caller software can help you deliver on time, every time.
A well-managed campaign is a successful campaign! With the campaign management feature, you can create a structured time frame for contacting leads for one-on-one phone conversations. This feature also allows you to create SMS marketing campaigns with ease.
The more campaigns you successfully implement, the more prospects you’ll convert into happy and loyal customers. You’ll also be able to track your campaign’s progression, making it that much easier to achieve your goals.
As mentioned earlier, predictive dialing further shortens the time needed to make that next call. And with so much riding on every connection, your agents need and deserve the support that predictive dialing offers.
Will it guarantee that you’ll achieve top results and win awards? No, you’re relying on the expertise of your agents for that. And we’re sure they’re doing a fine job with the skills you’ve taught them, but predictive dialing goes a long way toward setting them up for success. It does so by anticipating their next move.
The quicker your staff can move onto their next call, the closer that next successful deal is. That’s good news for any outbound call center. And that’s how you achieve those accolades you so desire; by using technology to bolster the performance of your hardworking staff.
There’s no question about it - outbound dialer software is the key to a streamlined outbound call center process and productive workforce. Everyone from the call agent to the team supervisor’s job is made easier, and the benefits are realized through better sales figures and shorter deal closing.
To maximize the potential of your outbound call center (and workforce), you need the best outbound dialer software. You need Autoreach. Top-performing call centers already know the secret. Take advantage of our free trial today, and discover what our outbound dialer software can do for your business.
Learn how AutoReach can take your outbound to the next level