You have a few different options when selecting a dialer for your business or call center. There are three main types of dialers, which have individual strengths and weaknesses. We have outlined the three types of dialers for contacting leads below and provided details regarding how each one may be best suited for your business or call center:
- Preview or Power Dialer
- Progressive Dialer
- Predictive Dialer
Preview or Power Dialers
The preview or power dialer is the slowest dialer. It calls on a one-to-one calling ratio which will allow your sales rep to preview the lead. The sales rep can look through the lead information and are able to decide if they want to reach out and call. If they do decide to reach out then they simply click to call.
The sales rep may reach the consumer or a voicemail. This is what makes the preview or power dialer a great solution if you have a consultative type of sales approach. One thing that’s incredibly important is that the leads that are being offered up have some great logic behind them, so a good call workflow is critically important. Otherwise, you’re being offered leads that may not be the best leads to call at that moment in time.
The progressive dialer is a little bit more efficient and effective than a preview dialer but they are very similar. The progressive dialer still uses a one-to-one call ratio. The main difference is that the call information is passed to your call agent as it is making the phone call. The phone will begin to ring showing them who they are calling and they do not have an option to select which lead is being dialed. This prevents them from cherry picking their leads and not contacting every lead possible. The dialer is contacting the leads without discrimination.
The progressive dialer is good for outbound and inbound sales teams that have more of a scripted transaction type of sales process.
The predictive dialer is the Ferrari of dialers. This dialer has all the speed and you set a call ratio.
If you do not have at least 10 people on your team, you may not want to consider a predictive dialer. It would be something to factor in if you are at 6 or 7 people and planning to grow. In order to obtain the full benefits of a predictive dialer, you need to have a a lot of agents working leads at the same time.
The way a predictive dialer works is that you can put it on a call ratio. This means that you can put it on a three-to-one, a five-to-one or a seven-to-one call ratio and so that when your sales reps sign on, depending on how many are logged in at the same time, the dialer will start calling based on that ratio.
Example: If you have 10 agents in the system and you are on a three-to-one ratio. The dialer is going to make 30 phone calls. Three phone calls to every agent which means 30 phone calls for 10 agents instead of a max of 10 which can be very efficient.
What a typical predictive dialer system there is voicemail detection. This is the type of outbound call where the dialer connects with a lead and there can be a delay between when the contact answers and the agent are connected.
One of the drawbacks is that you are not going to get ahold of certain people. But if you have a business model that is scripted or have a smaller sale, you can call on aged leads and get in contact with of a lot more consumers in a short period of time.
It will be good to note that there are a lot of legalities behind predictive dialing in regards to abandonment rates that we will go into later. There are also FTC and TCPA regulations that govern all dialing.
The Different Types of Dialers for Business and Call Centers to Contact Leads
If you have a smaller team and it is a more consultative approach, the preview dialer may be your best option. This allows your team to review the lead information first, then possible research the website or come up with some sort of angle such as a sales presentation and then click to call to speak to the consumer. If you have a larger team and it is all about generating dials in which you have a transactional quick pitch, the predictive dialer is definitely the is probably the best solution.
If you want more information or consultation on what dialer might be best for your business, please contact us to speak with one of our conversion experts.