For every call center, telephonic communication is the most important. Calls are made on a regular basis. You have both inbounded as well as outbound calls. Managing all the calls is a tough job indeed. As such, every call center requires an efficient call management system. This is where the call center dialer becomes useful. Automating the calling process brings a lot of relief to the staff and the management. It increases productivity and makes their job much easier than before. The main purpose of a dialer is to automate outbound calls. This helps the call center agents to selectively attend the calls.
A major problem faced by call centers is that a lot of time is spent on dialing the numbers. A large number of calls are unsuccessful. The users may be busy on another call, out of range at that moment, or their phones may be out of order, or any such problem may be encountered due to which the agents have to move on to the next number. This affects the productivity a lot. A call center dialer handles such problems with ease. The dialing is done by the software and the agents do not have to dial numbers any more. When a call is successful, it is routed to whichever agent is free at that time. As such, productivity is increased by a very large ratio. There are a number of dialers available that can be chosen based on your preference.
Similar software called the auto call distributor is also available to route calls to free agents and this is used for the inbound calls. An ACD does the job of distributing the incoming calls to available agents. The system segregates the calls based on the need of the customer, their type, and also the agent’s skill set. Based on the criteria, the call is diverted to the most appropriate agent who is free to attend the call at that moment. Call centers receive a lot of incoming calls from customers either for queries or complaints. The issue can be solved only if the call is accepted by someone who has the expertise to solve the problem and the ACD does this job – routes the call to an agent who is free and suited to attending that call.
Terminals and switches, phone lines, and the auto call distributor software are necessary for implementing this system in your office. A set of rules need to be set beforehand. The ACD uses its algorithm to find out the most suitable employee who is available to accept the call. The call is diverted to this person, who talks to the customer and helps him out. This saves all unnecessary diversions and confusion in the office and ensures smooth operations in a call center environment. These software suites increase productivity, and also keep the customers happy and satisfied.