Automated Calling System: Everything You Need to Know

A business transactional call can span anywhere from 4.45 minutes to 8.8 minutes, depending on the industry or size of your business. As such, an agent can make approximately six calls per hour, which means that an 8-hour shift could land 48 calls – if most things go smoothly, of course.

However, businesses typically have to make tens of thousands of calls every day to meet various objectives. So, at this rate, your call center would be heavily dependent on a large number of agents to scale as per business needs!

Not to mention, you would have to onboard, train, upskill, and retain talent, which can get expensive in high volumes! At the same time, a heavy workload and imminent employee dissatisfaction can jeopardize business continuity.

Fortunately, a lot of these woes can be addressed with an automated calling system.

How?

Here’s a detailed look.

What are automated calling systems?

As the name indicates, automated calling systems are cloud-based business software solutions that automate phone calls.

It can place hundreds or even thousands of automated outbound calls to the entire contact list or a group of contacts – and the only human input it needs is regarding the message such a call needs to play out.

At the same time, you can also use an automated calling service to handle inbound calls by curating a series of automated responses for different pain points. Such calls can later be escalated to human agents if they fail to offer a satisfactory resolution.

As for the messaging, agents can record unique audio clips or choose from a library of pre-recorded options to effectively communicate information without hopping on calls! As such, you can use automated calling software to qualify leads, drive conversions, push for sales, close a deal, issue reminders or status updates, or deliver relevant messages during support calls.

In short, automated phone calls can handle end-to-end communications for different business functions.

Notable features of the automated phone systems

Some key features of an automatic phone dialer include:

• Configurable caller ID: Customized caller IDs to inform callers and callees of your identity.
• Automatic phone dialer: Calls the complete contact list and connects the call to an agent only after it connects.
• Personalized greetings: Welcomes callers with custom messages.
• Voicemail drop: If a voicemail is detected, it automatically offloads a pre-recorded message.
• Call scheduling: Schedules calls at a specific date or time based on customer inputs or rule-based cadence.
• Incoming call routing: Manages inbound calls by algorithmically routing them to the concerned department/agent.
• Call disposition: Captures call outcomes in the form of disposition codes.
• Feedback and ratings: Collects customer feedback on a scale-based rating.
• Reporting and analytics: Offers a high-level overview of the call campaign.

Advantages of using an automated dialer system

A dependable automated calling service promises the following benefits:

• Greater customer satisfaction: You will be catering to their needs upfront. Whether it is offering self-serviced support or decreasing average handle times during agent-customer interaction, the customer experience will be excellent after every call.
• Cost-effective scalability: Automated phone systems come with unlimited calling plans at pocket-friendly prices without overburdening your employees. Resultantly, you can scale your business regardless of your team size.
• Increased time efficiency and productivity: Agents no longer have to take on the tedious task of dialing each number individually. Even if the agent needs to engage, the automatic phone dialer would significantly save time and effort.
• Smarter responsiveness: Whether it is addressing customer queries using a menu-based automated calling system or sending timely updates through pre-recorded messages, your business would be responsive 24/7.
• Scope for integrations: Automated calling software is a step towards digitization. Even more, it can integrate with other digital solutions like CRM or help desk software, which means it can add value to the digital ecosystem.
• Seamless communication and collaboration: Features like call disposition, call recordings, transcription, call notes, etc., empower disparate teams, departments, and individuals to work cohesively and collectively as a unified team.
• Profitability: All the advantages mentioned above would naturally improve your business’s bottom line.

When to use automated phone service?

Choosing an automatic calling system makes sense in the following situations:

• Routine messaging: When you need to send routine reminders from time to time.
• Staff management: Handle calls when all agents are busy or on call.
• Call routing and distribution: Match escalated calls to the right department or agent.
• Scheduling: Alert customers on upcoming appointments, meetings, renewals, payments, etc.
• Feedback: Capture customer sentiment after support-related calls.

While automated phone service can handle a bulk of inbound and outbound calls, leave room for the caller to connect with a human agent if and when the need arises.

Choose the right automated calling software

Choosing the right automated calling software solution can get tricky. You need something that is reliable and packs in a bunch of features, and is still affordable.

JustCall’s Sales Dialer is one of the most popular choices for sales teams. It comes packed with three types of dialers: Auto dialer, Predictive Dialer, and Dynamic Dialer. Go here to learn more about Sales Dialer by JustCall. Or better yet, give it a try. Sign up now.