Phone Systems

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Automated Dialling Auto diallers are designed to automate the process of making and receiving telephone calls. It is a system that calls numbers from a list or database when an agent in the pool.

It in turn calls the targeted numbers and after detecting the answering machine it leaves the perfect message. They are also used to survey customers, notify emergency personnel of crisis situation and so on.

Types of Auto Diallers

There are basically two types of auto diallers.

Outbound diallers: Provide an efficient and effective venue for reaching a large audience in a short span of time.
Inbound diallers: Accept calls from the outside and distribute them in an
intelligent fashion to service agents.

Key Features of Auto Diallers

Smart, Easy to use, reliable, and affordable auto dialing
Automatic dialing with a single click
Touch tone response
Speech command response
Voice message for any response
Record and voice broadcast in your own voice
Detect human pick up and answering machine
Automatic retry for busy line or no answer
Set or schedule broadcast time, auto reschedule.
Daily, weekly, monthly, and yearly recurring broadcast

Benefits of Auto Diallers

Automatic and reliable. Free up your time to serve your customers
Your own voice or professional voice to have a personal touch
Easy-to-use system to save you time
Improve your bottom line
Reduce cost and increase efficiency in call centres
Optimize the revenue potential of call center activities.

We offer two main types of automated outbound dialler, these are;

Predictive Dialler
Progressive Dialler

Keep Call Centre Agents Busy!

A Predictive dialler maximizes the efficiency of call centre agents. Employing complex mathematical algorithms, a predictive dialler determines the rate of dialing out based on real time call answer projections and when agents will be free to handle the calls.

Predictive dialing dynamically calculates the optimal way to keep all agents on calls, reducing the time between calls, completing more calls in any period, thereby significantly improving operator efficiency and reducing costs.

Basically, a predictive dialler predicts when to dial a phone number to keep agents busy.

Predictive Dialing Algorithm

The predictive dialler algorithm parameters include the average phone call length, average number of rings before a call is answered, percentage of answered calls, average length of time on each call, number of agents logged in, and the desired rate of call abandonment.

Increasing the time an agent spends on calls by a factor of two to three, predictive dialler systems are ideal for telemarketing, market surveys, and distributed call centres e.g. home workers and debt collection services who need to contact a large database by phone.

Connecting to a Free Agent

Common greetings such as 'hello' are detected and the call is switched to the most suitable free agent. A pre-recorded introduction can be played to cover the switch time.

Call Outcome and Progress

The Predictive dialler can quickly move on from a variety of non-answer outcomes, with the results being displayed as Call Progress, eliminating the time usually lost by an agent:

Busy signal
No answer
Invalid number
Answering machine (message leaving option)
Fax machine or modem
Operator intercept

Screen Popping

Details of the call recipient can be extracted from a database and displayed on screen, providing the agent with useful information about the person as well as a call script where required.

Call Blending

Call Blending allows agents to move seamlessly between inbound and outbound calls. As well as eliminating idle time for inbound agents, outbound traffic is increased when inbound call volume is low.