Call Center Dialer

What is call center dialer?

A call center dialer is an inbound and outbound call management system that automatically dials from the list of data uploaded on to the call center dialer server or in case of inbound calls, distributes the received calls to the agents on various parameters as defined

Call center dialer have the ability to utilize call metrics to predict the moment when agents will be available to make or receive the next call. Another distinguishing feature of call center dialer is that they dial multiple numbers at the same time. The goal is to call the right number of leads at the right time to ensure maximum agent utilization.

Call center dialers are also called as Predictive dialers as it can predict when agents will be free to take the next call and then dial numbers on the agent’s behalf. The dialer uses algorithms to surmise the exact time that an agent should be finishing up with a call and then dials another number. When working properly, predictive dialers supply agents with a steady stream of calls with little-to-no downtime.

This can save agents and telemarketers a lot of time. For example, manually dialing a number can take 30 seconds. And only one out of every three or four calls might get answered. But predictive dialers can calculate the average length of a call and the average number of dials it takes to make a connection and then optimize dialing to enable agents to seamlessly move from one call to the next.

How effective are call center or Predictive dialers?

There are various reports on the effectiveness of predictive dialers. When phone utilization is a primary concern, predictive dialers have been shown to deliver dramatic results. One study showed that predictive dialers can improve agent productivity by 400%. They have also been shown to increase agent utilization from 30 minutes per hour to 57 minutes per hour.

Why AasTell™ call center dialer Solution?

Unlike other open source dialers solutions, AasTell™ delivers the product which is tailor made to suit the exact requirement of the customer with 90% customization done. A more user friendly product with many other additional features incorporated.

Key Features:-

AasTell™ dialers are delivered to the customers as more personalized product by incorporating customer’s name, logo, and brief company profile on the home screen, Internal chat option, unified message from the administrator to all of the agents, as a motivational factor the image of the top “performer of the month” can be showcased on the home screen of all the agents

Predictive Dialing:-

Aastell dialer software makes multiple out bound calls simultaneously by increasing the number of live connections per agent.

ACD:-

In case of inbound call center, calls are received with greetings and transferred to the next available agent.

Call Routing:-

There are different types of call routing based on the requirement of the process, such as “skilled based routing, Least call routing, Longest idle agent routing, Round Robin”

Real time monitoring:

Is a feature which provides necessary tools to the contact center supervisor in monitoring agents status ( whether they are free, on a break or busy talking to a customer) and if necessary allows the supervisor to use Call Barge-in Features like (“Snoop the call- To listen to the call without being heard”) or (“Do a Call whisper- where you can tell the agent on what to talk) or (“Barge-in – where in you get into a conference with the agent and customer.)

API Integration:

Is a feature which enables integration between call center dialer and third party application like CRM, payment gateway etc. also includes implementations like auto call backs to Unanswered calls, Auto dialer for converting leads coming from portals like Just Dial, India Mart, Sulekha etc.

IVR:-

All incoming call can be greeted with prerecorded voice messages, even the outbound calls can be programmed to communicate through IVR.

Voice Logger:-

All incoming and outgoing calls can be recorded for quality and training purposes.

Schedule call backs:-

Call backs can be scheduled to any date and time desired by the customer, scheduled call backs will automatically pop up on the agent screen at schedule time and the call back will be generated on clicking on the pop up.

Other important features

  • Basic CRM- Data captured and Customer history maintained
  • Blended call center management (Domestic and International)
  • Call Transfer and conferencing
  • Run multiple campaigns simultaneously
  • DNC scrubbing
  • Automatic lead recycling
  • Web form- Link to the web page

Types of reports:-

  • Agent Performance report
  • Real time monitoring report
  • Outbound report
  • Inbound report
  • Campaign wise report
  • Agent wise report
  • Reports can be customized as per customer’s requirement

Product Bundles:-

Astell CD10    - Supports up to 10 agents and 10 concurrent calls
Aastell CD30    - Supports up to 30 agents and 30 concurrent calls
Aastell CD50    - Supports up to 50 agents and 50 concurrent calls
Aastell CD100    - Supports up to 100 agents and 100 concurrent calls
Aastell CDC    - Customized product to support more than 100 seats