CallHub's auto dialer speeds up calling by allowing you to adjust the dial rate per agent. Here's how to use it on Call Center campaigns.
An AutoDialer adds additional functionality to the Power Dialer and automatically dials calls once an agent joins the campaign, unlike the Power Dialer where you need to click on "Next Call" after every call. This allows you to increase the dialing rate per agent. You can choose from three options i.e. 1:1, 2:1 or 3:1.
Create a call center campaign:
To get started, first create a campaign. Create a Call Center campaign.
Choose the dialer:
Complete the steps to create a campaign. When you reach the "Targeting" section, you will find the option "Select Dialer". You need to select Auto Dialer with a ratio as per your requirements.
Choose the dialing rate:
A power dialer by default sets the dialing rate as 1:1. If you wish to speed up the calling rate, Auto Dialer is the best way to proceed.
1:1: In this case, as soon agent finishes the call, CallHub will start dialing the next contact automatically for that agent.
2:1: In this case, CallHub will call 2 contacts automatically as soon as the agent finishes the call. CallHub will connect the agent with the call that is answered first. In case both the calls are answered at the same time, the first call will be connected with the agent and for the other, you can choose to hang up or to play answering machine audio.
3:1: In this case, CallHub will call 3 contacts automatically once the agent finishes the call. CallHub will connect the agent to the call that is answered first and for the other 2 calls, you can choose to hang up or play answering machine audio.
This dialer best suits if you are stressed over time and want to reach maximum callers as it will skip over busy and unanswered calls.
As per the regulations, in the US and Canada, if a call is answered and no agent is available within 2 seconds to respond to the greeting, the call is considered as abandoned. Similar regulations apply in the UK as well. In these cases, the dialer is required to play a recorded message.
Note: Call abandon rate should be less than 3% in the US and 5% in Canada as per FCC regulations. In the UK, it should be less than 5% as per Ofcom regulations.
The Autodialer gives you the ability to choose what needs to be done with the dropped call. The campaign manager can choose to either hang up or play answering machine audio for the same.
The answering machine audio can be set up by choosing audio from the Audio Files section of your CallHub dashboard. Click here to know how to upload Audio files to CallHub.
AutoDialer gives a Dial rate of 40-45 Dials/hour on 1:1, 65-70 on 2:1 and up to 90 Dials/hour on 3:1.
Post this, you need to complete the remaining steps to create a Call center campaign and you are good to go!!