Choosing the Best Auto Dialer for Call Center - Everything You Need To Know

When choosing the right kind of auto dialer for call center, a bunch of different variables come into play.

On one hand, you have your business requirements that are pretty much fleshed out. Then, there’s a flux of different types of the best auto dialer software for call center(s). 

And lastly, there’s the buyer’s impulse syndrome, where you are unsure of your own business requirements, but you are too keen on future-proofing your platform, and you end up signing up for an auto dialer for an outbound call center that is way too expensive. 

As a result, since your team is small, and the sheer volume of outbound calls isn’t too high, you end up paying more fees for the software, as compared to whatever profit margin is coming in. 

That doesn’t pan out favorably in the long run.

Speaking of the consensus about an auto dialer for call center, this post digs into different aspects of the best auto dialer for small business platforms, their types vs your business’s general requirements and some helpful getting started tips.

So, let’s double down on what we have in store for you.

Basics of Auto Dialer for Call Center: Identifying Your Business Type and Industry

Your choice of auto dialer for call center should be closely aligned with the nature of your business and the industry you operate in. 

For example, a financial services call center may require stringent security features due to sensitive financial data, while a retail-based call center might prioritize CRM integration for enhanced customer interactions. Understanding your business type also helps in selecting a dialer with the right functionalities and customizations that cater specifically to your industry needs.

Why Not Go For a Parallel Dialer In The First Place?

Very good question. 

We covered the concept of auto dialer vs parallel dialer in one of our previous in-depth posts.

Basically, a parallel dialer lets you dial multiple numbers at the same time. The idea is to reduce the time it takes to call one prospect on ‘at a time’ basis. Whoever picks the call first, is connected to your SDR in seconds. 

Also Read: Auto Dialer vs. Parallel Dialer

Auto dialer for call center is a relatively straightforward software where there’s single line power dialing involved on auto mode. These programs are good and highly robust, but you are unable to simultaneously dial multiple numbers. 

As a result, any auto dialer software for a call center renders itself useful if the said business doesn’t have very high enterprise-level requirements, backed up by a MASSIVE sales team.

Parallel dialers are also expensive.

When you are looking at per-user / per-month cost structure, these programs are not ideal for small to medium-level businesses with a relatively small sales team. But then again, it’s a matter of preference, your business affordability, and requirements.

If the glove fits the hand, then go for it!

Auto Dialer for Call Center - Important Factors To Keep In Mind

Coming back to different important key areas of auto dialers for call centers, here’s what else you need to be mindful of.

1. Determine the Size of Your Call Center and Number of Agents

The size of your call center and the number of agents you have directly influence the type of dialer you should choose. 

For smaller call centers, a simpler, more cost-effective dialer with essential features might be sufficient. However, as your operations scale, you'll need a dialer that can support a larger number of agents without compromising on performance.

For example:

• Small Call Centers: Might benefit from simpler, cost-effective solutions.
• Medium to Large Call Centers: Require robust dialers with advanced features, including scalability options to accommodate growth.

Accurately assessing the number of agents will also help in determining the most suitable pricing model, whether it’s per seat, per minute, or subscription-based.

Trellus.Ai For Call Centers – A Better Choice

Trellus is a dynamic auto dialer for call centers that comes with a blend of high affordability and robust out-of-the-box solutions.

The tool installs as a simple Google Chrome extension that integrates with your call center’s existing CRMs, such as: HubSpot, Salesloft, Apollo.io, and Outreach.

At first glance, it may seem like just another generic auto dialer for call centers, but the real magic happens when you're engaged in back-to-back sales calls.

Real-Time Coaching

What sets Trellus apart is its built-in AI engine that actively analyzes your conversation patterns during calls.

As you engage with prospects, Trellus provides real-time recommendations and coaching tips to help you navigate the dialogue more effectively.

This feature is based on a sophisticated conversation recognition behavioral model that learns from each interaction, allowing you to refine your techniques on the fly.

Seamless Integration

Trellus integrates effortlessly with popular sales engagement platforms. This means you can stay focused on your current tasks without the hassle of switching between different tools.

The extension enhances your existing workflow rather than disrupting it.

Automation and Insights

Beyond just dialing, Trellus automates routine tasks and offers valuable insights based on customer interactions.

It provides detailed call summaries, transcripts, and analytics that help sales representatives identify areas for improvement.

Key Features

• Robust Single Line Auto Dialing: Boost your conversions and cut down call wait times with Trellus’s powerful single-line auto dialing system. It’s like having a supercharged call machine right at your fingertips.
• One-Click Installation: Very simple to set up, even for non-tech-savvy users. The program comes off as a Google Chrome extension. It slides right into your existing CRM, so you’re up and running instantly—no fuss, no hassle.
• AI-Powered Sales Coach: Imagine having a real-time mentor on every call. Trellus’s AI analyzes your call patterns, gives you instant feedback, and offers tips on how to up your sales game—right there while you’re talking.
• Lightning Fast Calls & More: Enjoy 0% latency and zero unexpected delays. Trellus is designed to keep your connection speed turbo-charged, so you’re always in the zone.

Pricing

As compared to the ‘Orum pricing’ factor, Trellus definitely as the upper hand in this situation. Take a look at the pricing plans below:

• Free Forever: Starting at $0 per user/ per month with access to real time transcription, basic AI coaching, analytics, auto dialer access (*30 dials per week), call summaries and more.
• Power: Starting at $39.99 per user/ per month and gives access to all the basic + advanced features such as; unlimited single line dialing, VM drops on select platforms, access to call transcripts, and much more.
• Business: Contact our sales team for more details.

2. Assess Your Target Audience and Prospective Customers

Understanding your target audience and prospective customers is crucial in selecting the right dialer. 

Doing so involves knowing your customers’ preferences, behaviors, and the best times to reach them. If your customer base is predominantly tech-savvy and prefers email or chat, a multichannel contact center solution integrated with your dialer might be essential.

Consider questions like:

• Who are your customers, and what are their communication preferences?
• Are you targeting businesses or individuals?
• What time zones are your customers located in?

Having a dialer that allows customization based on your audience's needs can greatly improve your contact rates and overall customer satisfaction.

3. Consider Different Dialing Modes

The technology behind how your call center connects with leads can make or break your operations. There are three main dialing modes: preview, progressive, and predictive. Understanding the benefits and limitations of each mode helps in aligning them with your business needs.

• Preview Dialing

Preview dialing allows agents to see the lead information before the call is made, giving them the chance to review details and personalize their approach. This is particularly useful for industries where calls need to be highly customized and where call volume is not extremely high. It enhances the quality of conversations but may result in slower call rates.

• Progressive Dialing

Progressive dialing strikes a balance between speed and personalization. In this mode, the system dials the next number only after an agent is available. 

It keeps your agents relatively busy without compromising too much on preparation time for each call. Progressive dialing suits midsize call centers where maintaining a steady call flow is critical without overwhelming the agents.

Also Read: What Is a Power Dialer

• Predictive Dialing

For call centers needing to maximize contact rates and efficiency, predictive dialing is the go-to option. 

The system dials multiple numbers simultaneously and connects the agent with the first picked-up call. 

While this mode significantly boosts call volume, it may sometimes lead to dropped calls if agents are not available. Predictive dialing is typically ideal for large-scale operations with high call volume demands.

What Kind of Features You Need In an Auto Dialer For Call Center?

Now that you've analyzed lead sources and determined the most suitable dialing modes for your business, it’s time to delve into essential features that effective dialer software should offer. 

To get a better understanding of each key element that goes into defining the overall user experience, let’s look at what you need to be mindful of.

Auto Dialer’s CRM Integration Capabilities

Customer Relationship Management (CRM) integration is one of the most fundamental features your dialer software should have. CRM systems help manage customer interactions, track leads, and streamline communications. 

Integrating your dialer software free with a CRM system offers several advantages:

• Unified Data Access: With CRM integration, all customer information and interactions are available in one place, enabling agents to access pertinent customer details effortlessly.
• Improved Efficiency: Agents can make informed decisions faster without toggling between different systems. This saves time and enhances productivity.
• Enhanced Customer Experience: Having a comprehensive view of customer history allows agents to provide personalized service, improving customer satisfaction.

Real-Time Analytics and Reporting

Analytics and reporting have always been part of the best auto dialer software’s value offerings.

It’s a dedicated feature or a section in an autodialer that offers several benefits to your business:

• Immediate Insights: With real-time analytics, supervisors can monitor call activity, agent performance, and campaign effectiveness instantly. This allows for prompt decision-making and swift conflict resolution.
• Detailed Reports: Comprehensive reporting features help in generating detailed performance reports. These reports can be customized to track key metrics such as call duration, conversion rates, customer sentiment, and more.
• Performance Optimization: Since data is analyzed consistently, you can identify trends and areas for improvement, helping optimize call scripts, training programs, and overall call center strategy.

Compliance and Security Features

Compliance and security are paramount in call center operations, especially when dealing with sensitive customer information. 

Ensuring your dialer software has robust security measures and complies with relevant regulations is crucial for maintaining trust and avoiding legal complications.

• Data Encryption: Make sure the software encrypts all sensitive data to protect against unauthorized access.
• Regulatory Compliance: Be sure your dialer software complies with regulations such as GDPR (General Data Protection Regulation) or TCPA (Telephone Consumer Protection Act) based on your operations' geographical and industry requirements.
• Audit Trails: The software should provide comprehensive audit trails to track any changes or access to sensitive data, ensuring accountability and transparency.

Equipping your dialer software with these compliance and security features not only safeguards your business but also ensures a seamless and trustworthy customer experience.

Customizable Features to Fit Your Needs

Every business has unique requirements, making customization a pivotal aspect in choosing dialer software. Look for software that offers a variety of customizable features to suit your specific call center operations.

• Workflow Customization: This includes modifying call scripts, setting up automated follow-ups, and creating custom dial plans.
• Dashboard Configuration: Customizable dashboards allow you to display the key metrics and performance indicators that matter most to your team.
• API Integrations: Ensure the software has robust API capabilities to integrate seamlessly with your CRM, customer databases, and other third-party applications.

Cloud-Based vs. On-Premise Solutions

Another major consideration is whether to go for a cloud-based or on-premise solution. Both options have their pros and cons.

• Cloud-Based Solutions: These are usually easier to deploy and offer greater flexibility. Updates are automatic, and you can scale up or down easily. However, make sure the service provider complies with industry-standard security protocols.
• On-Premise Solutions: These offer more control over data and customization but come with higher upfront costs and longer deployment times. You'll also need to manage regular updates and maintenance.

Assess the Level of Technical Support Provided

Integration can be complex, and you’ll need adequate support from your vendor to navigate potential challenges. 

The level of technical support provided can make or break your integration experience.

Evaluate the vendor’s support options—whether they offer 24/7 assistance, have dedicated account managers, or provide extensive documentation and training resources.

Some aspects to consider:

• Availability of real-time support via chat or phone.
• Quality and comprehensiveness of the provided documentation.
• The availability of dedicated integration specialists willing to guide you through the process.

Understanding how your dialer will integrate with your current systems not only improves operational efficiency but also sets the stage for more accurate and insightful analytics, which can be a game-changer for your call center's performance.

Compare Pricing Models

The first step in evaluating cost considerations is understanding the various pricing models available in the market. Different vendors offer distinct pricing structures that can impact your budget and overall cost-effectiveness.

1. Per Seat Pricing
   This model charges a fixed rate per agent using the software. It’s straightforward and ideal for call centers with a stable number of agents. As you scale up or down, costs adjust accordingly. However, it can become expensive if your call center experiences high agent turnover or seasonal fluctuations.
2. Per Minute Pricing
   Here, costs depend on the total minutes agents spend using the dialer. It’s an attractive option for operations with variable call volumes, as you only pay for what you use. The downside is that it might be hard to predict monthly expenses, especially during peak times.
3. Flat Rate or Subscription-Based Pricing
   Some vendors offer a flat monthly or annual fee, covering all features and users. This model provides cost predictability and can be economical for larger call centers. Still, it often comes with a significant upfront commitment, which may not be feasible for smaller operations.

Consider Training Requirements for Your Team

The successful adoption of new dialer software hinges significantly on how well your team is trained to use it. Here are some best practices to ensure your employees are up to speed:

• Customizable Training Modules: Invest in training sessions tailored to different roles within the call center. For example, agents might need hands-on training on using the dialer efficiently, while managers might require more in-depth sessions on interpreting analytics and generating reports.
• Utilize Vendor Resources: Many software providers offer comprehensive training materials, including videos, guides, and webinars. Ensure your team takes full advantage of these resources.
• Ongoing Support and Refresher Courses: Regularly scheduled training sessions and refresher courses can help team members stay proficient with the software, particularly if updates or new features are introduced.

Over To You

If you are already using an auto dialer system for your call center, which factors did you consider when signing up for the tool?

We’d love to hear more about your choice of software, and everything associated with it. Feel free to reach out to us, and fill us in on your insightful thought process.