The dialer is one of the most important parts of the call center. If you want to perform effectively and efficiently, you need high-quality software with up-to-date dialing features.
Nectar Desk offers you the top three best solutions to improve the agents’ work in your call center. There are handy manual, automated, and predictive dialers. Everything you need is totally intuitive and user-friendly with Nectar Desk Call Center Software in the Cloud.
Scroll down and find out more about each dialer and how it works.
Manual dialing is convenient in Nectar Desk as you do not need to enter the number, but only manually press on ‘dial’ button. We also have email templates that are useful in case you need to send an email during a Campaign but don’t want to type messages manually for every contact.
Moreover, there is a ‘Reports’ button, where you can see total contacts dialed, agents involved in the campaign, total talk time, campaign duration, the amount of successful and failed calls, call rejected by clients and by agents.
How does Manual Dialing Work?
To start a Calling Campaign, you need to follow a few simple steps. Name your campaign, select the contact list, and email template if needed, choose the outbound number in case you have more than one, enable a call script (if you need it), and set up the rest due to your use case. Also, it’s possible to block calls for chosen dispositions. The system won’t let you dial a contact with particular dispositions from the last call made to that contact.
During the campaign, you can edit contact details if needed, add notes and see notes you’ve added during previous campaigns. It’s possible to pause the campaign or end it at any time.
Agents generally use auto-dialing in outbound call centers for sales or service calls. It is extremely convenient because of the simplicity of the system and relatively low implementation costs. Nectar Desk offers a great automated dialer in order to make your outcomes much more significant.
Automated dialing for call campaigns has long been a popular lead generation tactic. Primarily, it creates its own content that in turn can be used for inbound marketing and lead generation. This system also can help you handle more calls without the live agents available and gather the information that you can further use for your business growth.
How does Automated Dialing Work?
Nectar Desk Auto Dialer uses a system that can automate and expedite the dialing of phone numbers. Auto dialers have fairly rudimentary capabilities – they automatically dial, they can determine whether the call was answered by a person or an answering machine and they can either play a message or connect the call to an agent to handle. This feature significantly helps call centers to increase agent talk time, reduce idle time, and improve customer experience. Some enterprises even opt for an omnichannel contact center solution. Such solutions enhance call center operations by levering cloud-based technologies. Omnichannel contact center dialers assist call centers to transfer calls to different devices and generating workforce management tools.
Autodialer systems also facilitate call center managers in monitoring agent performance and evaluating call quality by listening to live calls and reviewing call recordings. Nonetheless, it is often essential for business owners and decision-makers to be aware of the main difference between auto dialer software and manual dialers.
You can set up Nectar Desk Predictive Dialer within Automated Call Campaigns. It is an outbound dialer system that automatically dials numbers from a contact list as soon as the call connects. Then the call dialer routes them to an available agent to take the interaction forward and ensures no time is wasted. This dialing process begins before any agent is available to take a call. The goal is to avoid “idle time” spent listening to phones ring, leaving voicemails, and hanging up unanswered calls. The Predictive Dialer is a better solution for large teams aiming for volume over personalization. Such type of dialer primarily suits for call center processes like telemarketing, market research, debt collection, and customer service follow-ups.
How does Predictive Dialing Work?
The Nectar Desk Predictive Dialer depends on voicemail detection to appropriately handle calls. Our systems study pauses, opening phrases, and other common conversation traits to either assign a call to a representative or leave a voicemail. It will automatically dial your contacts from the list only in case there is an agent available so that your customers could be connected with the live agent to discuss their questions. The number of concurrent calls per every available agent is important for all campaigns so our system will dial multiple numbers at the same time to ensure maximum agent utilization.