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11th January 2012 at 15:34 #67737Robert DebesGuest
So, auto dialers and automatic dialers. Whats the difference? Maybe I can help you out. There are many types of auto dialers on the market. And there are just tons of dialers on the market. So, what is the difference between a dialer and an auto dialer? I am so glad you asked, I will answer that for you right now.
An auto dialer is many things really. It is not defined by just auto dialer. When I say it is many things, I mean it is several different kinds of dialers in just the title of auto dialer.
Below are several different dialers that can and do go by the title of auto dialer: Each one has its own definition and purpose. Please see definitions of each type of dialer to gain a better understanding of what each dialer is and what you may be needing as well.
Predictive Dialer: A predictive dialer is a system that uses several telephone lines or T1 lines to dial out to potential clients or customers. There are more lines dialing then there are agents who are using the system. This allows the predictive dialer to use a formula to dial based on many different factors. Some of these factors include how long your agents stay on the phone with the client, how many agents are using the system at one time, etc. Most call centers use a predictive dialer to gain more live clients faster than dialing manually.
Progressive Dialer: A progressive dialer acts nothing like a predictive dialer, but it still dials the number for the agent. The way a progressive dialer works is, it shows the lead information to the agent to review before the call is launched by the dialer. This gives the agent time to review the customers information before the call is made instead of having the information pop up on the screen when the customer says hello.
Preview Dialer: A preview dialer is much like the progressive dialer. It allows the agent to see the contact information for the lead that is about to be dialed, with the exception that the dialer does not dial the lead automatically after a set amount of time, the lead is dialed by the agent when they have taken enough time to study the information on the lead they are about to call.
Click to Call Dialer: A click to call dialer is another name for a preview dialer. Some customers refer to the preview dialer as a click to call dialer simply because the agent has been granted the right to click dial on the dialer to call the lead after they have reviewed the leads information.
Power Dialer: A power dialer is a dialer that allows you to dial multiple lines per agent. For example, if you have 5 agents and you want to dial 8 lines for every agent, you would be dialing 40 lines at a time. If all 40 lines are answered, only 5 can be answered so the other 35 lines are abandoned. This is illegal based on the FTC’s law that states there is a specific abandonment rate that you must follow which is 3%. In other words, you are legally only allowed to abandon 3 out of every 100 calls made per agent. If you are dropping 35 calls at one time, you are in violation of the FTC and this is why a power dialer is illegal and we DO NOT recommend them at any time ever.
Auto Dialing: An auto dialer is a dialer that allows you to make several calls at one time that plays a pre-recorded message when the customer answers. Once the customer answers and listens to the message, they are then given the option to press 1 to talk to a live agent or press 2 to leave a message or press 3 to be placed on a Do Not Call list.
IVR (Interactive Voice Response): This is the same thing as an auto dialer, there are many names for auto dialers, such as IVR, Robo dialing, automatic dialer etc. This is just another way to say auto dialer12th January 2012 at 13:15 #67738BTGuest
You have explained everything by yourself 🙂