What is a hosted dialler?
Dialler hosted solutions, are a software type that automatically dials a list of telephone numbers. Like other forms of call centre software, such as predictive or power, a hosted server call numbers automatically and can help call centre agents to move quicker through voicemails, no answers and disconnected numbers.
Before we start our guide, we’d love to introduce you to our very own Blue Telecoms telesales solution. We can provide all your communications, from a full range of PBX features based on Asterisk, to our fully fledged IVR services and SMS/Email capability. With us, your automatic dialler system can perform at the heart of your sales operation.
How does a predictive dialer work?
A predictive dialer is basically a system that dials phone numbers automatically from a list. The main difference, is that a predictive caller attempts to dial calls in advance of your agents becoming available – keeping them busy canvassing clients. The dialer does this by using call metrics to try and predict when an agent will come off their last call, dialling multiple numbers in the hope that a call will come through at just the right time for the agent to take it.
This system works great; however, there are some issues:
- If the server dials too many calls, prospects will potentially answer the phone with no agent available to take the call. These are called “Drops” or “Abandoned Calls”.
- The use of predictive dialling systems is now regulated within the UK by Ofcom, with specific rules and regulations to follow.
Although the technology sounds like science fiction, they’ve actually been around for the best part of 35 years. They first started to be used in the 1980’s, primarily by banks who needed a cost effective way to collect debts. The first systems were large, bulky and often required their own dedicated room to house all the equipment necessary to run them.
In the modern era, predictive dialers are far easier to setup. Many vendors, including Blue Telecoms offer their own call centre systems, mostly cloud based for ease of access. Some dialers, can even integrate fully with customer relationship management tools such as Sales Force, Hubsolv or VTiger.
What’s the difference between a predictive and progressive dialer?
A progressive dialer, works in a very similar way to a predictive one; however, there is one small change that can have a huge impact on agent productivity. With a progressive dialer, once the agent completes their call, only then will the system begin to dial to create more contacts. This is in contrast to a predictive servers that pre-emptively tries to dial calls ahead of your agent becoming free.
There are some good reasons why a progressive dialer would be used over a predictive one. In areas where customer data is expensive, or you want to make contact with clients in a less aggressive way – progressive dialling methods make alot of sense.
What makes the Blue Telecoms dialer so different?
Ensure all your existing apps and services integrate fully with your call centre. With Blue Telecoms, everything from CRM’s, payment tools and mapping functionality can be displayed with every call. With so much power, the Blue Telecoms cloud server can fit directly into your business model.
With Blue Telecoms, you can receive your reporting in real time and monitor the performance of all aspects of your campaign. From individual agent stats, to complete campaign health we can help you maintain watch over your business. We can even build custom reporting too.
Stay complaint with all industry regulations including the Ministry of Justice and the ICO. We offer full call recordings and free TPS checking.
Maintain the quality of every interaction between your business and potential clients by using our intelligent scripting engine. Ensure your agents pitch correctly, and help them through every call with out interactive scripts.
Blue Telecoms go beyond basic security measures to ensure your data is secured at all time. From our fully encrypted servers, to our audit logging and firewalls – have faith your services are kept secure at all time.
Few call centres work from 9 till 5, and neither do Blue Telecoms. Whatever the time of day, we’re available to help you from our support centre in South Wales. Although our servers are based in the UK, our support can help your wherever you need us.
What does a dialer analyst do?
Once we’ve setup your server, what next? Well, for companies who need it, they’ll look to employ a dialer manager or analyst to ensure the whole system is running perfectly at all times. This is quite a technical job, as you’ll be looking to get the best from the system, without braking any regulations that apply.
- Uploads and monitors data, possibly having a say in where data is sourced from.
- Ensures the dialer is running well at all times, resolving issues when required.
- Makes sure that the outbound campaign is not breaking any rules or regulations.
- Helps team leaders and supervisors to conduct any quality control tasks.
How many types of dialer are there?
Effectively, there are distinct types:
- Click to Call
There are some crossovers between types too; for example, many people refer to “power dialers”, when they actually mean “predictive”. Manual dialling can also be confused too, as this couldmean using a Click to Call system or even simply dialling numbers from a paper list into a standard desk phone.
What’s the correct spelling?
This is a common thing that confuses many newcomers to the call centre industry, basically:
- Dialer, is the American (USA) English word.
- Dialler, is the British (UK) English word.
For the most part, you can use both and almost anyone will understand exactly what you mean!
What is an outbound dialer?
This is another anocrym that confuses many people. Put simply, an outbound dialer is any form of software or system that places outbound calls. Everything from a full auto dialler, to a click to dial variant is included.
Do I need to download anything?
You won’t need to download any special software for our service to work. You simply need a modern web browser (we recommend Google Chrome) plus a soft phone program. Our software is entirely web based – which means you need no special hardware either.
If you don’t have these already, download them via our support section.
How do call centre dialer systems work?
Basically, they work in a number of steps:
- Agents, will assign themselves to an outbound campaign.
- The server, will place calls to its list of contacts.
- When a call is answered, it is routed directly to an available agent.
This is a simple scenario, with many options regarding round robin, break times and even the rank an agent might have within the campaign all available too.
Is there an app I can use?
Sure, with Blue Telecoms, everything is based in the cloud, making it accessible for almost anyone. If you’re interested in finding out if we can help you setup your own outbound campaigns please get in touch with us.
How does pricing work?
At Blue Telecoms, we offer 2 great value packages.
- Pay as You Go – Billed at £30 per agent (per month) with you call costs added on top.
- Unlimited – £125 per agent (per month) with all costs and high tier support included.
Some providers offer extremely cheap dialler packages; however, before you take the plunge – do make sure that the cheap deal they offer, includes support and any special support or facilities you may need! It’s always best to perform your own comparison and take advantage of any software demonstrations before you commit.
Testimonials and customer reviews
How does an online dialer increase agent productivity?
Using the Blue Telecoms system, you can increase your agents’ performance by up to 500%. Automatic dialling enables your agents to spend 50 minutes per hour on the phone, compared to an average of 10 for manual dialling. Even our hosted click to dial functionality can improve productivity by 75%.
What companies and industries see the biggest increase in productivity?
- Telesales & Telemarketing
- Debt Collection
- Home improvements (solar panels, double glazing, insulation)
- Insurance (life insurance, private medical cover, pensions)
- Market research