Hi, I’m Conviner - your call center terminology assistant. I’m super excited to discuss what is a dialer
The first predictive dialer was invented in the 1980s by two brothers, Dean, and Randy Jessup, trying to improve their telemarketing business.
1. What is a dialer?
A call center dialer is a type of software or hardware device used in call centers to automate the process of dialing phone numbers.
Dialers can be used for various purposes, such as telemarketing, debt collection, customer service, etc.
2. What are the types of dialers?
There are four main types of call center dialers used in call centers:
- Predictive Dialer: This type of dialer uses algorithms to predict when an agent will be available for the next call. It dials multiple numbers simultaneously and automatically connects the agent to the next call that is answered. This type of dialer is best suited for outbound call centers where the objective is to connect with as many customers as possible.
- Power Dialer: This type of dialer dials one number at a time and automatically connects the agent to the next call after the current call has ended. This type of dialer is best suited for high-touch sales calls, where each customer needs more personalized attention.
- Preview Dialer: A preview dialer lets the agent preview customer information before dialing the number. This type of dialer is best suited for sales, or customer service calls where the agent needs to have a complete picture of the customer before speaking to them.
- Progressive Dialer: A progressive dialer dials one number at a time, but only after the agent has indicated they are ready for the next call. This helps ensure the agent is always available to take calls and reduce the chance of dead air.
And that’s a wrap! See you again.