Power Dialler

A power dialler is a form of auto dialler that will dial one customer record at a time. If the number dialled is disconnected, there is no answer or an answering machine, it will not present the call to the agent and will automatically move on to the next record to dial.

How Does a Power Dialler Work?

A power dialler works by dialling the next phone number and automatically calling the next number when the previous call ends.

This is ideal, as it is a much more efficient way to make phone calls while reducing any unnecessary downtime between calls. Here is a step-by-step guide to the power dialling process:

Step 1. Sequential dialling: Once a call has finished, the power dialler system immediately dials the next phone number on the list. This is ideal as it speeds up the calling process, therefore improving customer service.

Step 2. Handling Call Outcomes: If the number that has been dialled is busy, then the power dialler will move on to the next number right away. This means that agents won't have to enter the numbers manually into their phones, as the power dialler does it for them.

Step 3. Integration with CRM Systems: Most power diallers can integrate with Customer Relationship Management (CRM) systems, which allows agents to access customer information as soon as the call connects. This can include notes, personal information and call history.

What is the Difference Between a Power and a Predictive Dialler?

A power and predictive dialler are two terms that can get mixed up quite easily; however, there are a few factors that set them apart.

Simply put, the main difference between a power and a predictive dialler is the calls.

For example, a power dialler dialls one call at a time when the agent is ready, whereas a predictive dialler is used to dial more calls at once by predicting when the agent is ready.

A power dialler will filter out answering machines, bad numbers and no answers, which means that the call won’t be passed onto an agent. The system will then dial the next lead and repeat the process if a call needs to be filtered out.

A predictive dialler requires six or more agents to use it as there is a higher chance that someone will be available for the connected call.

When a call connects, the dialler will then use it’s algorithm to calculate how the data is performing, the connection rates and the length of connected calls to figure out how quickly it should dial.

What Are the Benefits of Using a Power Dialler?

Investing in a power dialler comes with a range of benefits for both customers and your business.

For example, power diallers can make approximately 60-70 calls per hour, which is a great way to increase productivity and decrease agent idle time.

Here are some of the many benefits power diallers offer:

• Improved lead management allowing for follow-ups and better lead tracking.
• Enhanced customer experience as agents can personalise their conversations in real time.
• Higher sales conversions by increasing the number of calls made.
• Improved conversation quality.
• Better call analytics and insights by helping agents track their progress and identify areas they can improve.
• Minimised downtime as power diallers automatically move onto the next phone number if a call is not answered, reaches voicemail or is busy.
• Automated call logging to reduce the need for manual data entry.
• Call recording and quality assurance can be used for training and quality purposes to help improve your business's customer service.
• Flexibility and control to allow agents to control the pace of the calls if necessary.
• Improved outbound call performance, which simplifies workflow allowing agents to sell more effectively.

As you can see, a power dialler offers many benefits for both the business and customers.

These benefits can contribute to better customer interactions, enhanced customer service and the potential for increased sales for businesses or organisations that use power diallers.

How Does a Power Dialler Handle Call Data and Analytics?

Power diallers can handle call data and analytics through different features that have been designed to improve call efficiency as well as provide insights for call centre operations.

For example, power diallers provide agents with real-time analytics that allow them to monitor calls as they happen.

This feature allows managers and supervisors to measure how long each call lasts, record the results of each call and track individual metrics for each agent.

This is beneficial for businesses as it allows them to make informed decisions as well as optimise their sales based on performance results and metrics.

Moreover, as briefly discussed before, most power diallers integrate with CRM systems to allow agents to view relevant customer data, such as previous interactions and notes.

CRM systems also allow for automated call logging, such as duration, call details and outcomes.

To sum up, power diallers are a great way to enhance call data and analytics through CRM integration, real-time reporting and call monitoring.

Not only does this improve agent efficiency, but it also provides agents with useful insights that can help optimise sales and improve customer interactions.