Call center Dialer

Learning Objective 03: Understanding Call center Dialer

1. Manual dialer.

2. Preview dialer.

3. Progressive dialer.

4. Predictive dialer

Manual Dialer

• Have to dial manually.
• Tangible phones.
• Also known as hard phones.
• Example: home phones, mobile phones.

Preview Dialer

• It is a device that shows account information.
• It is also a sort of manual dialer.
• Also known as soft phone.
• It allows the agent to preview the information before instructing the dialer to dial or not to dial.

Progressive Dialer

• Shows account information after the number is dialed.
• This dialer is more automated than a preview dialer but less automated than a predictive dialer.

• This is an automatic dialer.

Predictive dialer

• This is an automatic dialer.
• Give live calls to agents.
• It omits other responses such as wrong calls, answering machines, busy signals etc.

• It has an option of dialing manually