Does your business need a call center dialer to support its inbound and outbound calling needs? How do you decide when it’s time to invest in a dialer and what type of dialer should you go for? In this post, we will discuss dialers for call centers and their usefulness.
Call Center Dialers: What are They?
A call center dialer is a dial pad tool designed to help you make outgoing or outbound calls. Even though these dialers are called “call center dialers,” they are not meant for call center use only. Any business that makes a large number of outgoing calls for sales, appointment setting, and customer service can use an outbound dialer. These dialers help improve agent productivity and efficiency. Types of call center dialers include the following:
Manual Dialing and Predictive Dialers
If you are a small- or medium-sized business, then you will most likely start with manual dialing. This is where your sales team manually works through a list of predetermined prospects or leads and contacts them. The benefit of manual dialing is that it offers more control and responsibility to the agents as to who to call and when to call.
Automated or predictive dialers exist as well. However, these dialers use automation to make calls automatically from a set database. There is little control involved, which some sales team managers consider more of a disadvantage. When making a sales call, the salesperson needs to prepare with the right information about the person, their history with the company, demographics, and so on. With predictive dialers, there isn’t always enough time to get acquainted with the necessary information before the call goes through. Manual dialing gives you the time you need to prepare.
Inbound/Outbound Web Dialer
An inbound/outbound web dialer for call centers enables you to make outbound calls and receive inbound calls through a dialer that works over the internet, accessed over a webpage such as Google Chrome. You can access an inbound/outbound web dialer through a URL and a virtual phone service account.
For example, to use Global Call Forwarding’s web dialer, you will need a virtual phone number plan and you’ll use your login information to log into the web dialer on a webpage. Logging in will lead you to the web or online dialer. This looks similar to a smartphone’s keypad or dial pad. Here, you can access or add contact information and notes, check your voicemail, and make and answer calls. All you need to do is remain connected to a reliable internet connection.
Related: 9 Ways for a Call Center to Use a Web Dialer
Getting a Dialer for Your Cloud Call Center
A web dialer can speed up the process of outbound calling for sales or customer support team. No additional equipment or desk phones required. You simply need to enter the URL, log in, and start dialing numbers. You can call customers you have already connected with or contact new prospects. Additionally, you can look up notes, other contact information such as email or address details to customize your sales approach.
Another benefit of an inbound/outbound web dialer is that it works well for businesses that have remote offices or remote employees. Employees can easily connect and start making and answering calls from anywhere in the world as long as they have a stable internet connection. Therefore, your business will have greater cost savings.
Ready for a Call Center Dialer?
Businesses with a large outbound call volume should consider an inbound/outbound dialer to control and handle their business communication. Save tons by managing your calls in-house instead of outsourcing them. And call center dialers can help you do so. Check out Global Call Forwarding’s web dialer. For more information, call us at 1 (888) 908 6171.