Using special software and a modem, a computer can be programmed to automatically dial a long list of phone numbers. Depending on the softwares sophistication, the computer can detect whether a live person answers the phone and then hand the call over to a human operator. The computer can also be programmed to play a recorded message, leave a message on an answering machine, or provide a menu of options to the person who answers.
A simple automatic dialing systems isnt very expensive or complicated to set up. You need four things to create a basic system, a computer, preferably a desktop model, a voice modem, an auto dialing software and an active telephone line.
A voice modem allows a computer to play or record audio over a telephone line. On a standard desktop computer, theres room for two to four internal modem cards. Each internal modem can only be connected to one phone line. So the more modems you have, the more phone calls the computer can make simultaneously.
If the auto-dialing system is going to be used in a call center with multiple live operators, then each operator will need his own telephone with a headset connected to a dedicated phone line. Auto dialers can work over both the regular Public Switched Telephone Network (PSTN) and Voice Over Internet Protocol (VoIP).
The most important part of the auto-dialing system is the software. The software tells the computer which numbers to dial and how to respond to different situations (if an answering machine picks up, a human answers, a busy signal, et cetera).
The software has a lot of features and benefits and some of them include auto dialer system, sending of messages to cell phones or pagers, artificial intelligence which ensures voice recognition, etc. The concept of voice recognition is indeed very unique because it enables the software to distinguish between live calls and recorded messages. Once there is a recorded message, the software automatically skips the number and goes to the next number when it is set on auto dialer mode.
It also has other benefits like capability to generate customer specific reports on a periodical basis, depending on various parameters, rescheduling of calls, redialing after a time gap, etc. On the whole, it plays a major role in ensuring better productivity and efficiency of the entire call center team and makes their job easier.
Auto dialer usually comes in different forms or types and you can choose any of them depending on your business requirements and needs. Given below are some kinds of auto dialers which performs their work with variety of functions and technologies:
Smart Auto Dialer: Smart Auto dialer is efficient to handle personalized messages and is able to collect touch tone or speech feed backs.
Preview Auto Dialer: It helps agents to view phone information before making any call to the customers. It provides agents the prospects to preview all the contact information of the client to whom they are going to talk.
Power Auto Dialer: It provides proficient, consistent and multi-lined outbound dialing process. It is generally utilized when large numbers of outbound calls are needed to perform.
This technology is a major leap forward from the old auto dialer system and is an important addition to your company call center. It will not only increased efficiency of your agents, and call center in general, but also make things easier.