Auto Dialer
Boost productivity with auto dialers! Automate calls, enhance efficiency, and streamline outreach. Learn about features, benefits, and use cases.
5 min read
Customer support
Call Center software
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What is a preview dialer?
A preview dialer is one of the auto dialing systems used in outbound call centers. The preview dialer system automatically picks a contact record from the call list based on your outbound campaign settings and sends it to an agent who can review the contact details, including the contact history and other available contextual information prior to placing the call.
After previewing the customer record, the call center agent can either go ahead with the call or reject it and move to the next number on the contact list. Unlike progressive and predictive dialers that don’t offer the agent the option to either proceed with the call or skip it, with preview dialers agents have complete control over the dialing process and can manage contact review time.
Since agents can prescreen accurate information on leads or customers and get better prepared for the interaction before placing the call, that ensures more successful calls with a positive business outcome and more powerful customer connections.
While all businesses (small, mid-sized, and large) can benefit from using autodialing software and preview dialers, they may be particularly helpful for outbound contact centers with complex sales campaigns where customer research is typically required before making phone calls.
Benefits of Preview Dialers
Fewer Dropped Calls
With the preview dialing mode, there are no delays in connecting calls that are quite common when using other types of auto dialers (such predictive dialer and progressive dialer). Customers or prospects can talk to agents immediately once the call is connected which means reduced dropped calls.
Increased Agent Performance and Efficiency
Empowering call center agents with the critical background information about the prospect or the client on the other end prior to making the call allows them to make more meaningful conversations, helps boost agent performance and productivity and ultimately close more deals.
Improved Customer Engagement
Since agents are armed with the comprehensive information about each contact before placing the call, they are better equipped to deal with prospects or customers on a more personalized level which helps improve customer engagement.
Preview Dialer vs. Other Auto Dialers
Preview dialers differ from other automated dialing systems in several key ways:
Progressive Dialers: Progressive dialers initiate only one outbound call per agent and only when an agent becomes available to handle the call. Unlike preview dialers, agents don’t have the option to review and skip contacts.
Predictive Dialers: Predictive dialers use algorithms to predict agent availability and place multiple calls at once for each agent, even before the agent becomes available. This can result in longer wait times for customers and dropped calls.
Preview dialers offer a middle ground, providing agents with control and preparation time while maintaining efficiency.
Getting Started with Preview Dialers
To implement preview dialers in your call center:
- Choose a call center software solution that supports preview dialing
- Import your contact list or integrate with your CRM
- Set up your outbound calling campaign
- Configure campaign settings and dialing parameters
- Train agents on how to use the preview dialer system
- Monitor performance and adjust settings as needed
- Review call recordings and agent performance metrics
