How to make calls on Power dialer, Autodialer and Predictive dialer

 

In this article, we will explain how to make calls using the three dialers on Call Center campaigns. The idea is to make sure that the agents are not confused with the buttons they need to choose/click while ending the call or moving to the next call. 

CallHub uses 3 dialers in Call Center campaigns:

1. Power Dialer
2. Auto Dialer (1:1, 2:1, 3:1)
3. Predictive Dialer

Power Dialer:

Power Dialer is a manual dialer that helps agents make calls one after the other. The agent needs to click the "Next Call" button after every call. This gives the agent a breathing period between calls and they can take time to save the notes/dispositions for the calls.

While making calls, you will find two options:

1. Save - The agent can use this option if they wish to stop calling and leave the campaign. By clicking on Save, the details for the current call is saved and no further calls are made by the system.

2. Save and Next - By clicking on Save and Next, the agent is saving the details for the current call and is asking the system to dial the next call in the queue.

 

 

Auto Dialer:

AutoDialer adds additional functionality to the Power Dialer. This dialer allows you to increase the dialing rate per agent. You can choose between the three options 1:1, 2:1, or 3:1 while making calls. Click here to know more about the Auto Dialer.

While making calls, you will find two options:

1. Save - The agent can use this option if they wish to continue calling. By clicking on Save, the details for the current call are saved and the system will dial the next call in the queue.

2. Save and Leave - Unlike the Power Dialer, you do not get an option to click on "Save and Next" but the option here is "Save and Leave". By clicking on this option, the agent can save the details of a call and leave the campaign. This option can be used if the agent does not want to make any further calls or wishes to take a break in-between calling.

 

Predictive Dialer:

Predictive Dialer works almost similar to the Auto Dialer but the calls from the system are made based on an algorithm considering certain factors. Click here to know more about the Predictive Dialer.

While making calls, you will find two options:

1. Save - The agent can use this option if they wish to continue calling. By clicking on Save, the details for the current call are saved and the system will dial the next call in the queue.

2. Save and Leave - Unlike the Power Dialer, you do not get an option to click on "Save and Next" but the option here is "Save and Leave". By clicking on this option, the agent can save the details of a call and leave the campaign. This option can be used if the agent does not want to make any further calls or wishes to take a break in-between calling.

 

 

Let us know if we have missed out on something in the comments below.