Call Center Auto Dialers

Inside sales is the process of collecting leads, making contacts, and closing sales from a remote location - typically over the telephone. This differs in several ways from outside sales, where sales professionals meet with their prospects face to face. Because it is different inside sales professionals need to utilize sales technologies in order to be the most effective, and compensate for the personal touch. An auto dialer is one such technology that is essential to productive inside sales call centers.

Call centers need to make as many quality calls in a day as they possibly can. A high number of outbound calls also allow call centers to contact individual leads numerous times, if necessary, in order to convert as many customers as possible. Many call centers use ratio auto dialers or predictive auto dialers because of the high level of calls that can be made each day with these solutions.

Ratio and predictive dialers both burn through a large number of leads very quickly because both types of dialers dial more leads than there are available sales agents to take those calls. This is done to account for the number of calls that are not answered or busy. These auto dialers also come with a percentage of dropped calls. For B2B call centers that have a more complex sales process and typically a higher profit on each call, dropped leads are not an option. In this case a power dialer is the only type of auto dialer that should be used.

Power Dialers call only one lead for each sales agent at a time. When a call starts to ring it is routed through to the agent. If the answering machine picks up the auto dialer can be instructed to leave a prerecorded message while the sales agent takes another call. Since these B2B sales are complex and could require a significant amount of time, the power dialer will not begin dialing other leads until the sales agent finishes his call. This solves the problem of burning through leads, dropped calls, and lag time.

Companies using a power dialer can expect to triple their daily call volume compared to manually dialing, but cannot dial the same volume of leads that a company using a ratio or predictive dialer can in a day, which for B2B companies is not necessary. What this kind of auto dialer may lack in shear call volume it more than makes up in its ability to provide each lead with a quality sales experience.

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