The Best Call Center Auto Dialers & Systems

In the past, companies were outsourcing call centers. However, in recent years, things have been trending the other way. With cloud technology, companies have access to more features at a lower cost. Because of this, many companies are setting up their own call centers instead of outsourcing.

Call center auto dialers are one of the most powerful tools for outbound call centers. Auto dialers allow you to reach more customers as well as use your agents’ time more effectively. Dialer software for call centers streamlines your work as well as helps you comply with national regulations. And the widespread use of cloud technology means that you can use dialer software for your call center without the heavy cost of hardware. 

Read on to learn everything you need to know about the features and benefits of the best call center dialers and systems. 

What is an Auto Dialer?

Call center auto dialers are exactly what they sound like. Essentially, auto dialers automatically dial outbound calls so that agents can spend time working with customers. In the past, companies had to pay for expensive auto dialer hardware. Today, cloud technology makes setting up a call center dialer system possible with only an internet connection. 

Auto dialers call through a list of numbers sequentially, weeding out negative call results such as voicemail or busy signals. Once a customer is reached, the auto dialer either uses an IVR system or connects to a live representative. Because your agents don’t have to wait for the phone to be answered, they are able to focus their time and effort on taking care of customers.

Auto dialers are essential in any large campaign that requires outbound calling. Whether you’re sending out appointment reminders or delivering important messages such as safety recalls, auto dialers automate that work to get through large lists of people seamlessly. 

In the past, auto dialers have used intrusive tactics to reach customers. Because of this, the Telephone Consumer Protection Act (TCPA) was passed to protect consumers from abuse by auto dialers. Under the TCPA, call centers cannot dial customers before 8 a.m. or after 9 p.m. in their timezone or call anyone on the Do Not Call (DNC) registry, in addition to other regulations. Most call center dialer systems today will help you stay TCPA compliant so you won’t have fines levied against you and aren’t subject to litigation. 

How Does an Auto Dialer Work?

Unless you’ve opted for auto dialer hardware, which is still an option for you, auto dialer service is typically set up through a VoIP provider. Software is installed on your computer, which then needs to be connected to the internet. Your computer will have between two to four modem cards, each of which can be used to place phone calls. The more modem cards your computer has, the more phone calls it can place at once. 

The dialer software for your call center will determine which numbers your computer dials, what to do when there is a negative result, and what to do when a live person is reached. Some auto dialers have voice recognition, which can distinguish between voicemail and live people. 

In addition to handling your outbound calls, call center dialer systems usually compile important statistics for you, and then use that information in predictive dialing. Predictive dialing makes calls before an agent has finished their call so that agents connect to another customer right away. This increases the efficiency of your call center, helping you reach many more people in a shorter amount of time. 

Benefits of Dialer Software for Call Centers

Whether your company is just starting out or enterprise level, call center auto dialers offer a number of benefits: 

• Increased efficiency: Auto dialers allow agents to spend more time working with customers, not waiting for the phone to be answered. Plus, auto dialers make sure agents don’t make errors such as transposing numbers or using the wrong digit. 
• Higher dial rates: Agents can only dial one number at a time, but auto dialers are able to dial multiple numbers at once. 
• Reduced negative call results: Busy signals, voicemail, and no-answers waste your agents time. Auto dialers manage these negative call results so agents don’t have to. 
• Higher agent morale: Auto dialers help your agents provide a better customer experience and set them up for success. This in turn leads to higher agent morale. Happier employees stay on longer, which means you deal with less turnover. 
• Ensure compliance with federal regulations: Whether it’s TCPA or HIPPA, complying with federal regulations is of the utmost importance. Most auto dialers help you remain compliant to avoid fees as well as protect your customers/patients. 

Features of Auto Dialer Systems 

Every call center dialer system is slightly different, but these are some of the features you’ll want to look for when choosing auto dialer service: 

• Dialing modes: Auto dialers come with a variety of dialing modes. The best dialing mode will depend on your company. Look for dialer software with these four dialing modes. Power dialing mode uses a ratio of calls-to-agents to “power” through a list of numbers. Predictive dialing mode uses saved metrics to place calls, predicting when agents will be available. Progressive dialing mode only connects agents when the call is answered by a live person. Preview dialing mode provides agents with customer information while the call is being placed. 
• CRM integration: Customer relationship management software is essential for any call center. CRM software keeps a record of previous transactions and interactions so that agents can better serve your customers. Auto dialers with CRM integration help your agents work more efficiently so they don’t have to move between screens. 
• Call monitoring: Call monitoring lets managers listen to agents’ phone calls to provide helpful feedback. Call whisper lets a manager provide an answer to the agent during the call so the customer doesn’t have to wait on hold. Call barge lets the manager come into the call to speak with the customer. These features are essential for any call center, especially when training new agents. 
• Call recording: Another essential feature for any auto dialer, call recording can be used both for training and to ensure that agents are HIPAA/HITECH compliant. Keeping call records can protect your company in case of litigation. 
• Voicemail detection: The best auto dialer software includes voicemail detection, which is able to distinguish between a live person answering a call and a recorded voice message. The auto dialer will then typically leave a pre-recorded message, rather than sending the call to an agent. 

Best Dialer Software for Outbound Calling

If you’ve seen the number of call center auto dialers out there, you might feel overwhelmed by your choices. That’s why we’ve put together a list of the best dialer software for outbound calling. 

Nextiva

Our number one pick for auto dialer software is Nextiva. Integrating your CRM software, (such as Salesforce, HubSpot, Zendesk, Zoho, or Oracle Sales Cloud) allows you to use the click-to-dial feature directly from your CRM. Call pops bring up helpful customer information with each phone call. Plus, with Nextiva, you’re not just getting CRM integration and easy dialing. You get the whole VoIP package with hundreds of powerful tools at your fingertips. Powerful analytics help you keep track of KPIs. And with 99.999% guaranteed uptime, you can count on Nextiva. 

Five9

Five9’s autodialing software boosts the average company’s connect rates by 300%. Using dialing modes like preview dialing, power dialing, progressive dialing, and predictive dialing, Five9 helps you generate more leads and as well as helps you remain TCPA compliant. With an intuitive user interface and CRM integration with Salesforce, Five9 helps your agents work more efficiently to improve the customer experience. 

NICE CXOne

NICE CXOne offers predictive and progressive dialing, as well as their Personal Connection Dialer, which cuts down on the pause when connecting to an agent. With multichannel or omnichannel features, like texting, email, and Whatsapp, you can reach customers in a variety of ways. Encryption keeps your call center HIPAA/HITECH compliant, while several tools help you comply with TCPA regulations. Plus, the analytics offered by NICE CXOne make keeping track of KPIs easy. With options for inbound, outbound, or blended calls, NICE CXOne can be customized to fit the needs of your business. 

RingCentral

Like NICE CXOne, RingCentral can be used for inbound, outbound, or blended calls. Safe dialing and manual dialing modes, in addition to DNC list compliance, helps your call center stay TCPA compliant. RingCentral also offers predictive and progressive dialing. Preview dialing lets agents decide, based on call history, whether to call a lead now or later. With one of the best answering machine detectors on the market, RingCentral can help you increase agent efficiency and connect rates. 

ChaseData

Although it serves businesses of all sizes, ChaseData is especially beneficial for small businesses. With a free trial of 1000 telecom minutes per agent, you can ensure that ChaseData is right for you. ChaseData provides industry-specific custom solutions for financial services, banking, utilities, insurance, nonprofit, debt collection, and more, and is used by both marketing and sales departments. 

CallHub

CallHub is popular for many political campaigns and nonprofit organizations. With predictive dialing, power dialing, preview dialing, and robo dialing, you can efficiently spread your message. Additionally, CallHub offers CRM integration and will help you remain TCPA compliant. 

Call Center Auto Dialers for You

At the end of the day, the best auto dialer for you will depend on the unique needs of your organization. Whether your focus is powering through a list of numbers or reaching the right leads to land more sales, the auto dialer you choose will make your call center more efficient.

Need help choosing the right auto dialer for you? Contact OneStop Communications today. We work with top companies like Nextiva and will help you find the best fit for your call center. Click here to get your free quote. 

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