Auto Dialer – Ameyo

Auto Dialer – Ameyo

Auto Dialer – Ameyo

Call Center Dialer

Automate Outbound Dialing to Increase Call Connects , have more Calls per Agent and witness High Customer Conversions with dialer software

Understanding Call Center Dialers

What is a Call Center Dialer?

A call dialer is an application that automates the process of dialing numbers in a call center. Unlike manual dialing, it automatically dials the phone numbers pertaining to a selected list of contacts on behalf of the agents. Once a call is answered, the call center dialer also known as an outbound dialer connects the customer to either an IVR or to a live call center representative, thereby increasing call connect ratio and agent talk time.
Research has shown that a dialer can increase call center agent talk time by 300%.
A right dialer software for the call center is much more than just an automatic dialing solution, as it brings intelligence and analytical insights to the outbound calling process to enhance call center efficiency and improve agent productivity.

Why does a Business need Call Center Dialers?

Call centers are not just for providing reactive customer service but are also increasingly used for generating revenue for the business. Outbound call centers includ e various operations like-

Since a Power Dialer is an automated outbound dialing system that connects prospects with agents more efficiently by dialing numbers one after the other while saving live agents’ time. The supervisor can easily upload the contact list and set the configuration to automate dialing while eliminating manual dialing. Thus, freeing the agents to focus on every call and have quality customer interactions.

The right dialer software for the call center is much more than just an automatic dialing solution, as it brings intelligence and analytical insights to the outbound calling process to enhance call center efficiency and improve agent productivity.

To overcome these constraints, call center dialers are installed for automating the dialing process to accelerate operational efficiency by increasing talk time per hour.

Types of Call Center Dialers


What is a Predictive Dialer?

A predictive dialer is an outbound dialer system that automatically dials numbers from a contact list and as soon as the call connects, the call dialer routes them to an available agent to take the interaction forward. Predictive dialer saves agents time by screening busy signals, voicemails, unanswered calls, and disconnected numbers. As the name suggests, predictive dialer has an inbuilt algorithm to predict when the next call should be placed, as it analyzes when agents will be free to take the next call based on historical call-pattern and then dial numbers on the agent’s behalf.

How Predictive Dialing Works?

Predictive dialing employs a dialing engine based on an algorithm that kicks off automatic outbound calls for a specific campaign in the background for call center agents before connecting the live calls to the agents.
  • Predictive dialing engine starts dialing numbers for a list of contacts in specific campaigns.
  • Dialing algorithm based on various factors like average call length, nature of calls, time of day and agent availability adjusts outbound dialing rate in real-time.
  • The call center manager can also tune the various dialing algorithm parameters for a customized call pacing rate depending upon the requirement.
  • All the answered calls are routed to agents and the remaining are again automatically scheduled for retry at a later interval.

Why Call Centers Need a Predictive Dialer?

Predictive dialers are routinely used call center processes like telemarketing, market research, debt collection, and customer service follow-ups. In addition, some outbound call centers also use predictive dialers for lead qualification to maximize the amount of time they can spend on the phone with prospects during outbound sales prospecting.


What is a Progressive Dialer?

The progressive dialer also known as power dialer is a type of call center dialer where the agent is already active on the line before a call is dialed. The agent initiates the calling session and when a call is connected, he answers the call. Since the agent is already live in this dialing scenario, there is no need for routing the calls. In case of progressive dialing, there is hardly any possibility of call abandonment unlike predictive dialer as the call dialer dials one number at a time and agent is always available on the line to answer the connected calls.

How Progressive Dialing Works?

In the progressive dialing mode, the dialer dials a pre-selected list of numbers in sequential order, one after the other with a live agent already available on the line.
  • In progressive dialing scenario, call center agents have complete control over the dialing process and activate the dialing session as per the requirement for the selected list.
  • The progressive dialer, dials the numbers one at a time and in case a number is busy or gets disconnected, it immediately dials the next contact number on the list.
  • Sequential dialing and active agent availability lead to rule out call abandonment possibilities.
  • Connected calls are answered by the agents without any pauses or delays and the call dialer stops dialing the next number from the list until the agent wraps up the call.

Why Call Centers Need a Progressive Dialer?

Progressive dialers work better for call centers with less number of agents working on a high-quality leads. It is highly productive for B2B organizations working on higher value leads that require outbound agents to apply their sales outreach skills to navigate through gatekeepers to talk to the right party contact.


What is a Preview Dialer?

Preview dialer is the type of an outbound dialer that empowers the agents by giving them a quick information update about the next contact which allows them to prepare before placing the call. As a result, this call center dialer connects the agent first before connecting the call to the customer. Secondly, a preview dialer allows calling flexibility to the agent by providing the option to skip any contact from the list and move to the next contact. This call center dialer is ideal to meet the challenges of the complex sales process that need higher quality sales touch-points.

How does Preview Dialing Work?

Preview dialing is the most convenient and easy to use outbound dialing mode. This contact center dialer automatically proposes the next call to be dialed based on campaign settings and provides the agent an opportunity to prepare before placing the call along with the option to skip and go to the next contact.
  • An outbound campaign is initiated and the screen popup showing contact information is displayed on the agent screen.
  • The agent can preview and decide to accept or reject the call. Either the agent clicks the call button to call the customer, or the number auto dials after the pre-defined the ‘auto-dial time-out’.
  • Once an agent wraps up the current call, the next call request is routed to the agent screen

Why Call Centers Need a Preview Dialer?

Preview dialer is the best fit for call centers with complex sales process which require pre-research for calls to increase the conversion ratio. Mostly complex B2B inside sales processes with high value prefer preview dialing mode.