More and more companies (call center or not) are using a call center dialer or a web dialer to support their outbound calling strategies. The main reason is that this type of dialer can be used on any device and from any location. Here we will discuss what these dialers are and 9 practical ways you can use them to increase productivity and customer relations.
What is a Web Dialer?
A web dialer or call center dialer is a keypad tool that allows your employees to make business calls through a computer or smartphone. Call center dialers and web dialers are not meant for call centers exclusively. Regular businesses that engage in outbound calling for sales or customer retention purposes can use this dialer to connect with local and international customers. Virtual phone service providers like Global Call Forwarding offer web dialers with their outbound calling service.
Who Can Use a Call Center Dialer?
Businesses of every kind — start-ups, remote and hybrid workspaces, small businesses, large enterprises — can use a web dialer to manage their inbound and outbound calling efforts. Depending on what type of company you operate, there are two types of calling:
- Inbound calling: incoming calls by customers, prospects, and vendors usually for customer service and support.
- Outbound calling: outgoing calls made by your team to customers and prospects to increase sales.
A web dialer allows you to receive and make calls from your computer or smartphone. This means that you do not need to invest in desk phones for every employee. They simply download a software, application, or browser extension. Most providers will offer a call center dialer with additional features such as the ability to save caller notes, update contact information, check voicemail, CRM integrations, etc.
Web Dialer: 9 Practical Uses
Here are the top 9 ways your team can use a call center dialer to increase productivity and efficiency.
1. Sales and Lead Generation
Use the call center dialer to quickly contact various prospects on your sales list and generate new leads. You can store and update prospect information, notes on the interaction regarding whether they qualify, whether they demonstrate an interest in the product, need a follow-up call, and so on. This way, you create a contact and the next time you call them, you have a history to build off of, and can quickly dial the number. Dialers are a call center favorite when it comes to calling large volumes of customers.
2. Increase Brand Awareness
Besides merely calling to make a sale or appointment, you can use a web dialer to promote your brand and increase visibility. Use market research to identify target audiences and demographics. Then, contact these potential prospects from this list and introduce them to your brand and its products and services. You can offer them a promotion or direct them to your website where they can learn more about the services you offer. This will help you get closer to target consumers.
3. Connect with International Clientele
Global Call Forwarding’s outbound calling service comes with a customizable caller ID capability. This means you can customize your outgoing caller ID and override it with a toll free or local number (of the location being called) previously purchased. Customers who receive such calls will see a toll free number or a local number and are more likely to answer the call. The main reason is that local or toll free calls are inexpensive compared to international calling.
You can get multiple international toll free and local numbers for countries across the world. With this service, you can call internationally for much cheaper rates and avoid paying long-distance calling fees.
4. Welcome New Customers
Use your call center dialer to welcome and verify new customers when they sign up or make their first purchase. This will demonstrate customer care as it shows that you value their business. You can verify purchases, offer to help them understand your service better, activate accounts, and so on.
5. Follow-Up on Recent Purchases
Check in with customers who made recent or repeated purchases with follow-up calls. Ask for feedback, how the experience was, or anything that can be done to improve the service. This too will display that your business cares about how customers interact with it. Your team should always try to improve customer service and this is one way to do so.
6. Reach Out to Abandoned Carts
Abandoned carts occur when an interested customer starts the check-out process but does not complete it. In other words, they abandon their cart and don’t make a purchase. Follow-up on abandoned carts with calls to identify reasons why customers may hesitate to purchase your product or service. Inquire how processes can be made simpler or help them complete the purchase.
7. Execute Customer Retention Strategies
Bringing new customers abroad can be more expensive than retaining customers. Having the ability to quickly contact important and valued customers can help you improve customer relations. Some good customer retention strategies include calling customers and prospects to:
- Schedule new appointments
- Set sales appointments at more convenient times
- Remind them of upcoming appointments, payments, renewals, etc
- Help reduce abandoned carts, and more
Keeping in touch with customers shows that your business is customer-focused and this will help you retain existing customers.
8. Raise Funds/Donations
Another useful application of a call center dialer is when your organization is conducting a fundraising campaign. You can reach out to members or prospects, present your campaign, and more through an outbound calling service.
9. Collect Customer Surveys and Feedback
Finally, a call center dialer can speed up phone surveys and help you collect feedback from customers about certain services, products, or interactions. Use this feedback to improve your overall service and offer better customer care.
Need a Call Center Dialer for Your Business?
Voice IP and web dialers can work together to give you the right tools to support inbound and outbound calling. Your business may fall behind if you do not take advantage of the right tools.
You can get a web dialer with our outbound calling service attached to your virtual phone number plan. Sign up today on our homepage or contact us for more questions!