The definition of automatic dialers (or auto-dialers) describes a system that can automate and expedite the dialing of phone numbers. Auto-dialers are used by businesses, organizations and individuals to reach out to potential or current clients in bulk.
While auto-dialers began as hardware solutions, currently auto-dialing software is far more common. Auto-dialers are sometimes used as a blanket term for dialers that may include predictive dialers, hosted dialers, intelligent dialers, and robo-dialers.
In outbound selling, auto-dialers help sales agents in filtering and making calls, eliminating some of the physical effort needed on the side of the sales agent. An auto-dialer can identify which calls were answered, which calls were transferred to answering machines, and which calls were not answered at all. Calls that are answered are then immediately connected to an open sales agent.
In some settings, an auto-dialer only dials a number upon detecting the end of an agent’s call. This helps in reducing dead-air periods after calls and greatly increases the rate of customer engagement.
In customer care settings, auto-dialers are employed in customer satisfaction (C-SAT) surveys. Upon the end of an inbound care call, an auto-dialer will dial the customer’s number and connect her to an IVR system that allows her to rate her assigned care representative. In this regard, the company can log and record any feedback issues in real-time.
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