Within the call center realm, there are a number of actions that take up considerable time. Every minute that is spent not on the phone with a client adds cost to the overall operation of the center. This is especially true if the center focuses on sales as every activity not directly affecting a particular sale is instead contributing to the cost of capturing sales. To offset this problem, a number of call centers are beginning to implement an automatic dialer solution.

What is an Automatic Dialer?

Automatic dialers, also sometimes referred to as predictive dialers, are often used by call centers to eliminate  manual tasks and cut down on the amount of time an agent needs to spend on the phone with wrong numbers, answering machines, busy signals, etc. The automatic dialer will automate the process of calling the customer and then put the agent on the call when a live customer is actually reached. The size of the call center does not matter as all can benefit from the technology offered in the automatic dialer.

The most obvious business benefit for the call center is that the automatic dialer helps to maximize the efficiency of the call center and its agents. The automatic dialer is programmed to process calls and determine when a live person has already answered. Calls made that receive a busy signal or are not answered or become disconnected for whatever reason are not presented to the call center agent as that would simply waste their time. As a result, call center agents are only focusing on interacting with live individuals and can better meet key performance indicators.

Features of an Automatic Dialer

In terms of features, the automatic dialer delivers considerable value to the call or contact center, regardless of size. First, automatic dialers rely on mathematic algorithms to determine when an agent is ready to receive a live call. This helps to ensure the customers stays in the queue for as short a time as possible, and that agents are not answering silent calls or waiting for the system to connect when they should be instead talking with customers.

Depending upon the amount of information the agent needs before receiving the call, managers can make adjustments to the automatic dialer to suit the needs of the center. The automatic dialer can also often function as the automatic call distribution system as it can match the phones calls connected to a live person with the agent that has been waiting for calls for the longest period of time.

Agents with less wait-time are more productive and are empowered to meet the goals the call center management has established for their positions. As the automatic dialer ensures the calls presented are actual live calls, it can be that much more productive on the agent floor.

Implementing an Automatic Dialer

The implementation of an automatic dialer can also help you to increase the productivity of your calling floor to match higher volumes without adding to your agent base. In some cases, call center clients have been able to implement an automatic dialer that can increase productivity as much as 400 percent, a measurable improvement that can be seen and felt on the bottom line. Managers and supervisors can measure that increase in productivity and produce reports for upper management that demonstrate the value of the solution.

When it comes to the call or contact center, productivity and efficiency are critical as time really is money in this environment. The integration of an automatic dialer ensures the contact center can achieve the level of performance necessary without overtaxing staff or current systems.