Automated outbound calling is a process that call centers use to increase agent efficiency when making outbound calls. Dialer software is used to make calls over the internet from pre-selected lists of leads or accounts. Agents who work in account-based structures can use automated outbound calling to reach out to their customers or leads. Call center agents also leverage automated outbound calling to reach a large number of customers in shorter periods of time.
Automated outbound software usually offers various functionalities. For example, outbound dialers could operate as manual dialers, essentially acting only as a virtual dial pad for agents to use when calling customers. One step up from this is click-to-call. Outbound dialers allow agents to click on phone numbers that appear as a hyperlink (usually in a CRM) to launch the dialer software and make a call.
Agents can also use automated outbound calling to make back-to-back calls, which is known as progressive dialing. They might use this in various settings, such as sales or debt collection. Agents can use pre-selected lists of phone numbers for the dialer to call. Automated outbound dialers can also be set up to disconnect if they reach a voicemail or busy signal, further increasing agent efficiency. As soon as the line is disconnected, agents are connected to another outbound call.
Predictive dialing is another option for certain outbound dialers. It works by assessing a call center’s live agent availability, call volume, and other factors during a given period of time to maximize the number of outbound calls it can make at once. Once a customer answers, they are connected to the next available agent. It can also route customers to agents based on skill level, which would be determined according to the complexity of their needs
