Home: Predictive dialers :: Auto memory dialer, Automatic dialers for telephones

Functions of auto memory dialer

An automatic memory dialer is used in a call center to automatically place calls to customers and distribute it among agents. Automatic dialers for telephones improve agent productivity and efficiency by eliminating the possibility of reaching a wrong or busy telephone number. The auto memory dialer automatically calls numbers from a database and screens out busy, no answer or answering machines. It is only when a dialer reaches a live contact that it transfers a call to an idle agent. This dialing solution requires no human intervention, thus saving a lot of staffing costs to a call center.

There are three primary operating modes for an auto memory dialer namely predictive, progressive and preview. The most common automatic dialers for telephones use a system called predictive dialing. This type of auto dialer makes use of complex algorithms and past statistical information of a call center's dialing patters and calculates when an agent would become idle. It accordingly adjusts the number of dialed calls, screens out busy, no answer or answering machines and transfers a live call to an agent as soon as he becomes idle. Progressive dialing is similar to predictive dialing except that the dialing only commences once an agent becomes idle. This makes the number of abandoned calls minimal, sometimes even less than 1%. Preview dialing is used in some sale strategies where preliminary information about a customer is needed. In this case the dialing control is with the agent. An agent makes a study of a customer and then gives a command to the dialer to commence dialing. Preview auto memory dialer is used for business sales where the number of contacts / customers are limited but the approach to sales involves preparation and strategy along with persuasive skills.

Recent FTC (Federal Trade Commission) regulations require that a No call list be maintained in an automatic memory dialer. To comply with the new standards, new dialers for telephones gives call recipients the option to be removed from the calling list of a call center. The agents record in the dialer software if a call recipient no longer wishes to receive calls. The dialed phone number is then automatically placed in a Do Not Call list maintained in the dialer. Subsequent phone lists are checked against this file before initaiting a call.