English
Français
Deutsch
Español
Italiano
Português
The power dialer
Optimize your agents’ productivity during outbound call campaigns with the power dialer. By automating the dialing of outbound calls, you free up your agents’ time and maximize your reachability.
What is a Power Dialer?
A power dialer is an advanced telephony tool that automatically dials a series of telephone numbers from a predefined list. It saves customer relations agents and sales teams time, as they no longer have to search for and dial phone numbers manually. A power dialer can be customized to adjust the dialing rhythm and integrate with business tools such as Salesforce, MS Dynamics or MS Teams.
Advantages of the power dialer
Reducing waiting time for customers
The power dialer not only benefits agents: it also enhances the customer experience. Thanks to faster, smoother contact, the power dialer contributes to greater customer satisfaction. Reducing waiting time on the phone is also a way of demonstrating the quality of your customer service, to stand out from the crowd and build customer loyalty.
Improving agent productivity
The power dialer makes agents more efficient by automating dialing. The power dialer’s advanced algorithms prevent agents from wasting time on busy numbers, answering machines and unanswered calls. This increases the number of calls per agent. The time freed up allows agents to concentrate on higher value-added tasks, such as selling and resolving customer queries.
Increase in reachability rates
Reachability is a major issue for companies: it defines the ability to reach a customer on an outgoing call. The power dialer increases reachability: by automating dialing, agents only handle calls for which customers are available. This enables them to have a continuous flow of contacts, without wasting time on unanswered calls or waiting between calls. What’s more, if you use our call blending technology, the reachability rate will be even more positively impacted.
Challenges of the power dialer
Less agent control over calls
The power dialer dials a contact in your campaign as soon as the previous call has ended. This method maximizes agent productivity by reducing waiting times. However, it can lead to a lack of preparation for certain calls, for example if you need to deal with a complex subject. If your business requires transition time between calls, you may wish to consider alternative solutions such as the progressive dialer.
Unanswered calls
The power dialer focuses on dialing numbers at a regular rate, to maximize the number of calls. Compared with other methods such as progressive dialer, this can result in a higher number of rejected, unanswered or voicemail calls. The power dialer is therefore particularly well-suited to activities such as telemarketing, which prioritize call volumes. Call centers focusing on activities such as customer loyalty can turn to the progressive dialer.
Power Dialer Features
Intelligent call list management
To be effective, a call center using a power dialer needs to prepare its strategy carefully: it’s not a question of randomly calling the numbers on the call list. Diabolocom lets you target contacts using filters, to prioritize those most relevant to the objectives of the outbound campaign. Call-backs are also managed to ensure better follow-up and optimize agent time.
Integration with CRM
Connecting the power dialer to a CRM (Customer Relationship Management) enables agents to access the customer’s file during calls. This enables the agent to view all essential information (purchase history, last interactions, etc.) to gain a better understanding of the context, and save the customer time. Integration with CRM (e.g. Salesforce, Zendesk, Microsoft Dynamics) is also useful for feeding the customer’s file during and after the call, for example to record preferences and program reminders.
How do I use the power dialer?
To ensure successful campaigns, a call center wishing to adopt the power dialer should follow these steps:
Choice of telephony solution
Opt for software that handles both inbound and outbound calls, with an advanced power dialer. With features like Artificial Intelligence and CRM integration, the Diabolocom solution helps you optimize your calling campaigns with the power dialer.
Configuration
Before you get started, take the time to configure the power dialer to suit your business and your objectives. In particular, you can customize the dialing rhythm and integrate your CRM.
Importing the numbers list
This step is essential to ensure the success of your call campaign. Take the time to ensure that your list is qualified and compliant, to maximize your reachability rate.
Agent training
If they’ve never used a power dialer before, your agents should be briefed on how it works. You can show them how it works, the benefits it brings and the actions to be taken for each call.
Analyze performance
Call recording and automatic transcriptions help you analyze agent performance and detect any problems. You can also use quality monitoring to evaluate the quality of interactions with the power dialer.
FAQ
Why use a power dialer?
A power dialer increases the productivity of customer relations agents by automatically dialing calls. The power dialer increases reachability to help agents contact more customers. Thanks to reduced waiting time and CRM integration, the power dialer also contributes to a better customer experience.
How can a power dialer improve agent productivity?
A power dialer improves agent productivity by automating call dialing. Thanks to its advanced algorithms, it eliminates time wasted on busy numbers, answering machines and unanswered calls, increasing the number of calls handled by each agent. Agents also avoid wasting time searching for contacts and dialing numbers.
What's the difference between a power dialer and a progressive dialer?
The power dialer automatically dials a series of numbers continuously from a list, helping agents to keep up a steady pace of calls. In contrast, the progressive dialer dials numbers one by one, only when the agent is ready to take the call. This allows agents to better manage their work rhythm, with the option of consulting the customer file before the call to find out the context.
What's the difference between the power dialer and the auto dialer?
An auto dialer is a system that automatically dials telephone numbers. When the customer picks up, they hear an automated message, before being redirected to an agent if they stay on the line or confirm their interest with an action. The power dialer uses a similar dialing mode, but allows the customer to speak to an agent as soon as they pick up the phone, guaranteeing a better contact rate and more qualitative exchanges.