As customer support takes center stage in businesses all around the world, communication technologies have begun to evolve dramatically in parallel.
We now have cloud based Voice over Internet Protocol (VoIP) phone system, Interactive Voice Response (IVR), Automatic Call Distributor (ACD), Customer Relationship Management (CRM) software, Dialpad, and a plethora of other telephone technologies and call center software that have significantly changed the face of customer care operations. The most recent and notable addition to the list is– the Power dialer.
But what exactly is a power dialer, what are its different types, how does it differ from a predictive dialer, what are its benefits, how does it work, and how to set up a power dialer? We will find answers to all of these questions in this comprehensive power dialer guide in the most lucid manner!Let us get started without further ado!
What Is A Power Dialer?
Simply put, a power dialer is an outbound telephone tool that automatically dials a phone number and initiates a call as soon as the current phone call is over. In other words, when the customer support agent or operator concludes the ongoing call, this telephone technology will dial the next phone numbers on the contact list or in the queue.
The ultimate goal of the power dialer is to reduce idle time and boost productivity. The technology allows your team to be more efficient as they no longer have to waste time picking which number to call next after each call. Moreover, the contact center agents will no longer be required to dial numbers manually.
Let’s now look at the different types of dialers.
What Are The Different Types Of Dialers?
Power dialers and predictive dialers are the two most common types of dialers used by most call centers or inside sales businesses. Let’s take a quick look at both of them.
Power dialers stick to the ‘one call at a time’ principle. It will only dial the next number after the previous call has been completed. Overall, it emphasizes personal interactions as much as efficiency. This strategy is appropriate for firms with a low call volume as well as for businesses that prioritize customer experience and quality over productivity.
However, one significant disadvantage of power dialer software is that sales agents will have to wait between calls or when customers do not pick up the phone, resulting in increased idle time.
On the other hand, predictive dialer phones multiple numbers at once and utilize machine learning to maximize efficiency. These outbound dialers employ algorithms to forecast how long it will take for a call to be answered.
Unlike power dialers, this outbound calling approach ensures that your representatives or agents only spend time on calls that are answered by customers and not on calls that go unanswered, resulting in far less idle time or time waste. However, although it increases productivity, it also increases the risk of losing leads that pick up the call when there is no agent available to attend them.
So these are the fundamentals of the two most sought-after call center dialers. However, in addition to these two primary dialers, there are several other types of dialers, including progressive dialers, smart dialers, auto dialers, preview dialers, and so on.
Let’s take a quick look at how power dialers and predictive dialers differ in terms of productivity, compliance, working, and other criteria.
Power Dialer Vs. Predictive Dialer: 5 Key Differences
The following are some of the critical differences between power dialer software and predictive dialer software. Let’s take a brief look at it.
The first significant difference between the two dialers is how they work. On the one hand, whereas power dialers make calls only after the ongoing call is completed, a predictive dialer calls multiple numbers from the database even when the contact center agents are occupied on calls by determining various parameters such as possible agent availability and average call duration.
B. Call Quality
In the case of the predictive dialer, the agent is connected to prospects only after they answer the calls, which means that customers are sometimes placed on hold and served with Music On Hold until the agent answers the call. In the case of power dialers, an agent is available on calls prior to making the call to the user, ensuring that customers do not have to wait or listen to Music On Hold commercials, resulting in higher call quality and customer satisfaction.
When it comes to productivity, the predictive dialer clearly outperforms power dialers since this technique prioritizes agents’ time over call quality. As a result, a predictive dialer reduces idle time and increases agent efficiency. On the other hand, power dialers, which prioritize call quality, are slightly less efficient than the predictive technique because this approach dials another number only after the current call concludes.
D. Voicemail Support
According to a survey, more than 60% of outbound sales calls are routed to voicemail! This means that you must employ outbound technology or a call center software that allows you to leave a voicemail message. Fortunately, power dialers have the option of dropping a voicemail message which a predictive dialer does not have. In the case of the predictive dialer approach, all calls that go unanswered or are routed to the answering machine are disconnected.
The 5th major distinction between the power dialer and the predictive dialer is compliance. Customer support is governed by stringent rules and regulations in many nations.
For example, in the United States, the dropped-call rate (DCR) must be less than 3%. That is, while using a predictive dialer, you must be careful that the dropped ratio does not exceed 3% and remains within the limit to avoid any action from the government agency. In the case of power dialers, you do not have to be worried about the dropped-call rate (DCR).
So those are the 5 principal distinctions between the power dialer and the predictive dialer. Except for agents’ productivity, power dialer has outperformed predictive dialer in all three factors–call quality, voicemail support, and compliance making it the best outbound dialer for businesses that emphasizes quality.
Let’s now take a look at behind the scenes (BTS) of a power dialer to see how the software works.
How Does The Power Dialer Work?
The functioning of the power dialer is quite simple and does not necessitate the use of any algorithm or machine language. As soon as the current conversation concludes, the system immediately dials the next contact in the contact database’s queue. If the phoned number is busy, unreachable, or disconnected, it dials the next available phone numbers in the queue.
When a recipient answers the phone, the power dialer connects them to one of your sales agents right away.
So by now, we’ve studied power dialers, how they function, the distinction between power dialer and predictive dialer, and other related topics. It is now time to look at some of the major benefits of power dialers, which are the reasons for their widespread acceptance and growing popularity in the customer support industry.
5 Key Benefits of Power Dialer Software
Following are the 5 major benefits of power dialer that explain their popularity. Let’s take a quick look at each one.
1. Time-Saving & Quick Approach
The first significant advantage of using power dialing is that it saves time and is a quick approach. Contact center agents and members of sales teams will no longer have to wait or dial numbers manually, which will speed up the process and increase efficiency. Moreover, since the numbers are dialed automatically from the database, agents will not have to spend time on picking which number to dial next.
2. Improve Agent Productivity
Since the numbers are dialed automatically by machine, sales agents can focus on more productive tasks such as taking notes between calls so that the future agent can quickly and easily understand the issue or scheduling callbacks in case the prospect does not answer the call or is busy at the time. In a nutshell, a power dialer empowers salespeople to focus on more critical tasks and thereby boosts performance.
3. Boosts Sales Conversion
Power dialer software can play a major role in increasing sales. Businesses can integrate power dialers with third-party technologies like salesforce or CRM software to streamline and automate various operations, save time, and improve performance. For example, in addition to giving context for every call to sales representatives, the power dialer will automatically detect numbers from prospects’ websites and add them to the calling queue.
4. Voicemail Assistance
Voicemail assistance is a critical feature that power dialers provide but other dialers, such as predictive dialer or smart dialer, do not. The voicemail feature will allow agents of sales teams to leave voicemail messages if they cannot reach prospects, preventing calls from turning into unsuccessful calls and wasting businesses’ time and resources. Customers can play that voicemail call recording later to get information.
5. Better Lead Management
When you use a power dialer, you drastically lower your chances of missing out on leads. For example, contact center agents will always be on the other end of the line when prospects pick up the call, reducing the chances of a call drop. In addition, if the agent is unable to contact the potential customers, he/she may leave a voicemail message and schedule a callback, ensuring that they do not lose the leads.
So those are the 5 major benefits of using power dialers. As you can see, it clearly outperforms its peer technology– predictive dialer, in several ways. Let’s now look at how to set up the power dialer.
What Are The Requirements To Use The Power Dialer?
The majority of power dialers for call centers, including CallHippo, run in a web browser and do not require any additional infrastructure to operate. Moreover, it can be accessed from both the office and the home. To use a power dialer, you will need three things:
A. Computer with a web browser
B. Decent internet connection
C. A headset
These are the 3 fundamental requirements for using the power dialer. However, if necessary, you can link additional third-party apps such as CRM and others to maximize the outcomes.
So we now know almost everything about power dialers, including their types, functioning, benefits, and the distinction between the power and predictive dialer, among other things. The only important thing that remains to be learned is how to set up a power dialer. Let’s learn this process step-by-step in the following section.
How To Set Up a Power Dialer?
Following are the steps to setting up a CallHippo power dialer:
Step 1: Register with CallHippo.
Step 2: On the left-hand side panel, you’ll find the ‘Power Dialer’ option.
Step 3: Click the ‘Power Dialer’ tab to launch a sales campaign.
Step 4: Upload and extract the data from the excel document containing the number list.
Step 5: Launch the campaign.
Numbers will begin dialing automatically once you finish these 5 steps.
That’s how simple it is! Moreover, you may always suspend the campaign in the middle if your agents or teams are on break or unavailable for any reason. Not to mention, if you get stuck anywhere or require any technical assistance, you may always contact the CallHippo support team.
A power dialer is one of the must-have features or an outbound technology that every VoIP should have and every contact center requires. This automated telephone technology will dial the number for you, save your agents time, improve efficiency, and decrease idle time. Moreover, it will also allow you to leave a voicemail and schedule a call back if you cannot contact the prospect on the first attempt.