Autodialer systems or phone dialers use a special software, computer and modem to automatically dial multiple phone numbers. Depending on the complexity of the software, the computer can identify if the person on the other end of the line is a live person or voicemail. The system then transfers the call over to a human operator. The computer can also be programmed to play pre-recorded messages, leave a message on the answering machine, or present a number of options on the menu to the person who answers the call.
Autodialer systems aren’t technically a bad thing. However, some companies do use them for pesky telemarketing campaigns. Regardless, such systems present a number of benefits too. Educational institutions can use auto dialing systems for emergency notifications, and medical offices can use them to call senior patients and remind them when to take their medication.
How do auto dialing systems work? How much does it cost to set up a simple auto dialing system? What options do you have when choosing an auto dialing provider? This article will provide you all the information you need and more!
Auto Dialing Technology
A simple autodialer system won’t cost an arm or leg nor is it complicated to set up. You only need four things to create a basic system:
- computer
- voice modem
- software
- and working/active telephone line
With the voice modem, the computer is able to play or record audio over the telephone line. With a standard PC, there’s room for at least two or four internal modem cards. These modem cards can only be connected to one phone line, which means the more modems you have, the more simultaneous phone calls your computer can make.
If the auto dialing system is used in a call center environment with several live operators, each operator then needs their own telephone and headset connected to a dedicated phone line. Auto dialers can operate on both the regular public switched telephone network (PSTN) or Voice over IP (VoIP).
The software is the most important part of an auto dialing system as it instructs the computers on which numbers to dial and how to respond to different scenarios (for example, if a human answers, if the call is diverted to an answering machine, there is a busy signal, et cetera).
The voice detection technology allows the autodialer software to understand the difference between a human voice and an answering machine. Voice detection works this way:
- If no one answers the call after four rings or more, then there’s a high chance that the call will be answered by a machine.
- When the call is picked up, the software then calculates the length of the first words spoken and waits for a pause. If the first response is a quick explosion of words accompanied by a pause, then it’s a human speaking.
- The software then forwards the call to a live operator or it plays a pre-recorded message.
- The obvious pause that follows most telemarketing calls is due to the time it takes for the software to identify a human voice and forward the call to an available operator.
One of the most interesting improvements in auto dialing systems is predictive dialing. This feature is quite useful in a call center environment, where more than one operator receives simultaneous calls. This technology utilizes a complicated algorithm that predicts when an operator will be free to make or handle another call. Predictive dialing evaluates a number of factors, such as:
- What percentage of calls are answered by live people
- What percentage of calls are answered by machines
- What percentage of calls remain unanswered or are met with busy signals
- The typical duration of a call when answered by a live person
With the data gathered, the software can determine exactly how often to start dialing a new number in order to make the most of the time live operators are on the call. The system usually dials numbers when there are no operators available, with the understanding that an operator is likely to end a call immediately when another one starts.
Another type of technology used in autodialing systems is the Interactive Voice Response or IVR. This feature supplies interactive menus on outgoing calls. For instance, a company that specializes in marketing or demographics can autodial customers and let them answer an interactive poll using their phone’s keypad or through voice responses.
Who Needs Autodialing Systems?
Auto dialer systems are used across a wide range of industries, including customer service, outbound sales, political groups, charities, local governments, and also debt collection agencies.
Many customer service providers with high volume of incoming calls can benefit greatly from auto dialing software. This will allow them to let their customers skip long hold times and wait for callbacks instead. Politicians and their organizations, as well as campaign managers, can use auto dialers to reach out and engage with potential voters. They can influence voters’ decision-making process especially during the election season. Local government agencies and educational institutions can also use autodialers to send important messages to in case of natural disasters or school holidays and closures.
Conclusion
If you’re in the business that involves taking calls for hours throughout the day, then you know how useful an autodialing system can be. Autodialers do more than just automate calls or leaving pre-recorded messages. They make life a whole lot easier for both parties that make and receive calls.
Investing in an autodialing system for your company or business is something worth looking into. There aren’t enough hours in a day, and it would be wise to take advantage of time you can automate—it’s a great practice in productivity! Auto dialers can help you get rid of tedious and unnecessary tasks. Autodialers improve the overall customer experience and make sure agents get to work as efficiently as possible.
As a result, you and your agents can have more time to focus on the most important part of your business: your customers.
