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DIALERS - FAQ
Dialer is an equipment that automatically dials out contacts from a database on behalf of Agents.
They are essential in an outbound Call Center, to increase the efficiency of Agents.
Dialers are intended to reduce the wastage of time, at the level of the Agents while coming across
unsuccessful call attempts.
Dialers are broadly be categorized into 3 types ie, Preview Dialers, Progressive Dialers and
Predictive Dialers, depending on the their functionality
A Preview Dialer will dial the number from the database record, but will not have the capability to
detect the call progress. Agent will need to sense the call progress (Connect or No Answer or
Busy or Answering Machine, etc) and dispose the call, to start dialing the next call.
A Progressive Dialer, refinement of the above, will have the additional capability to detect the call
progress, automatically. A Progressive Dialer locks an agent for a call and dials the numbers for
the agent, until it gets a valid `Contact’. Will put the call through to agent if live `Contact’ is made.
A Predictive Dialer is similar to a Progressive Dialer, but for the difference that the dialer will not
lock an agent until a `contact’ is established. Predictive Dialer automatically determines the
dialing pattern, based on a heuristic algorithm and dials out the calls, on its own.
Once a `live contact’ is made, the dialer puts the call through to a longest idle agent waiting for a
call. The dialer adjusts the dialing pattern in such a way that at least one agent would be idle
when a live contact is made.
Yes. The improvement with a dialer is that the dialer increases the number of dial
attempts and `Right Party Contacts’.
The improvement depends on many factors like Number of agents, Average Call Length,
Quality of the leads, Answering Machine Detection, Capability of the Dialer, Pacing
Ratio, etc.
What is the difference between `Server Based’ and `Switch Based’ dialers?
FUTURECALLS
Server Based dialers are application programs running on a server (typically Windows
based programs) which gives dialing functionality. It dials through PC Telephony H/W
such as Intel Dialogic, Aculab, etc.
Switch Based dialers are proprietary Hardware systems, with a firmware built to achieve
the dialing functionality. AVAYA Mosaix, DAVOX Unisen are Hard Dialers.
`Software Based’ dialers normally support other contact channels - other than voice such as
email, web. Hence, they are known as `Contact Management Solution’.
Dialer attempts a call and looks for an idle agent, once a `live contact’ is established. If the caller
disconnects the call before it is answered by an agent, the call is considered `Abandoned’.
US telemarketing laws mandate that the ‘% of abandoned calls’ for any telemarketing campaign
should be less than 2%. Call center is liable to be penalized, for a higher ratio than 3%.
Indicative price for a good MNC dialer, for a 50 seater configuration, would come around $2000 to
$2100 per seat, inclusive of dialer hardware, dialer software and implementation but exclusive of
taxes and duties.
Some dialer vendors claim that their products cannot be deceived by the telemarketing busters.
As per US telemarketing laws, those subscribers who have opted for `Do Not Call’ Registration
should not be called, for telemarketing purposes. Dialers support a facility called `Do Not Call
List’. Dialers avoid calling a number if it is under `Do Not Call’ list. This list can be obtained from
campaign database providers. It can be manually amended by the Call Center Agents.
What is a Disposition?
There are two types of disposition, System Disposition and Agent Disposition.
Dialer adds a specific `System Disposition Code’ for every dialing attempt, to indicate the
outcome of the call such as No Answer, Busy, Operator Intercept, Call Connect, etc.
Once a right party contact is established and passed on to the agent, he closes the call with a
specific disposition code, to indicate the outcome of the conversation. These codes are specific to
the campaign type and can be customized for each campaign. An example of disposition could
be Sale, Not Interested, Call Back, Do Not Call, etc.
Dialer implementation would normally take about 4 to 6 weeks from the date of purchase.