Dialer - Acefone

Case Studies
Dialer

13 MIN Read

Acefone has been serving the Indian communications landscape for the last few years, catering to businesses of all sizes. Over the years, we have aided over 10,000 clients (about the seating capacity of Cameron basketball stadium at Duke University) to improve their business communication systems. Acefone has helped countless agents, supervisors and managers boost their productivity, efficiency, and profits.

Cloud technology has transformed the financial sector by offering scalable and cost-effective solutions. With its solutions, it has enabled financial institutions to streamline their operations, enhance data security, and provide seamless access to services.

The profound auto dialing software has emerged as a game-changer for all the businesses in this sector. It has enabled businesses to conduct efficient and personalized communication with customers on multiple channels.

How we understood our client needs

In 2022, we offered our automated dialers to a financial institution and a consulting firm. Both enterprises needed our services to manage their global reach. Their agents handle hundreds—if not thousands—of inbound and outbound calls daily. They needed a platform that would never provide consistent uptime and 24/7 support.

Even more, the agents needed a robust portal that would let them note every customer’s information. A platform where they didn’t have to switch tabs, tediously schedule calls, and record calls manually.

Contact Center

Stay present—anywhere, anytime. Encourage customers.

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SMS API

Personalise messaging solutions to maximise impact. With easily

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Virtual Mobile Numbers

Establish a strong brand presence among your global target audience.

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Solving the financial institution's problems with Auto Dialers

After understanding the client's needs, our expert's team suggested to them our auto dialer solution that made things easier for them. It helped not only the former’s agents, but also their customers and managers.

Acefone's auto dialers used their existing phone numbers ensuring a smooth transition to the new solution. Automated dialers can also detect disconnected and spam calls, automatically answer calls, and intuitively route calls to available agents. This makes communication significantly easier, increases agent productivity and ultimately leads to a better customer experience.

We offered them not one, but two types of automated dialers:

Ratio dialer

Assign call ratios to your agents based on their efficiency.
The ratio refers to the number of calls they can handle at once (up to 8).
While an agent is on a call, play hold music or an announcement for waiting customers

Preview dialer

Preview phone numbers and customer information before they're dialed.
This way, they can make an informed decision whether to accept the call or not.
This feature is particularly useful for outbound contact centers looking to increase sales.

Empowering auto dialers with features

Efficient call
routing

With features like numerous in-built routing strategies and auto-call answering, make sure every live agent is always on call.

Call
disposition

Define your call’s outcome after speaking with the customer. We even offer multi-level call disposition, integrated with your automated dialer.

Inbound call
queue

Take advantage of inbound calls by smartly placing them into sorted queues. Allocate them to available agents on a first come first serve basis.

Dialer
reports

Access custom reports for every action your automated dialer performs, be it call records, first-call resolution, or intelligent insights.

Track and
monitor

This feature helps managers keep track of all calls and agent activities in real-time via an easy-to-use dashboard.

Call
recording

Call recordings are saved automatically on a secure server to review details, improve performance, settle disputes or even train new recruits.

Quality call
queueing

Engage customers with custom music or messages on hold while they wait. Better yet, announce their queue position and estimated wait time.

Auto-notification
SMS

This allows agents to follow up with customers after conversations or if they miss their calls. They the former can also send personalized texts and schedule callbacks for better relationships.

Integrations

Imagine integrating your favorite CRMs and helpdesk tools with a dialer software. Servetel connects to Zoho CRM, Salesforce, Zendesk, and over 20 similar tools.

Leadless
traversal order

Support agents could view leads in a customized manner as per their requirement or any changes in the sales strategy.

Enabled
webform

By activating webforms in the solution, agents could fill every customer detail without moving to a different window and save time switching between screens.

Business
hours

With the “After Call Work” feature, managers could assign breaks between calls and give agents time to record all necessary details.

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cloud and avail amazing benefits.

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Benefits of using Acefone's automated dialers

These simple additions to the automated dialer came with a number of benefits. It simplified their communication systems and helped them streamline their operations and improve their results. Some of the immediate benefits they experienced after onboarding were:

Increased Agent
Productivity

The dialer helped the business with efficient call handling, relentless effort, and time management. Agents could interact with leads and clinch more sales without wasting their precious time. The dialer identified busy tones, answering machines.

More Leads
Captured

With the dialer, agents could follow up on leads with automated SMSs and emails. All they had to do was type a message, select recipients, and set a time. Our cloud solution recorded every customer call enabling agents to view those contacted and those.

Minimized
Scope of Error

Our dialer eliminates the tedious task of repetitive dialing, reducing errors caused by monotony. Agents upload contact lists, and the dialer automatically calls each number, minimizing misdials, wait times, and call drops.

Enhanced Agent
Interactions

The dialer provided agents with comprehensive client information, eliminating the need to switch tabs. Detailed customer data was easily accessible, enabling personalized conversations and enhancing customer retention.

Increased Lead
Conversion

Dialers help agents reach 4 times more leads than manual dialing in the same duration. For our client, it simplified getting in touch with both leads and existing clientele, saving energy and eliminating monotony.

How day-to-day operations improved

Along with several long-term benefits, Acefone's auto dialing software gave the client many day-to-day enhancements in their operations too.

Easy Portability

We gave them an automated dialer that fits right into their existing phone system with the same phone number. Our team of experts were very swift with porting their existing business numbers to our databases.

Features

We have already described what a dialer can do and the plethora of features it comes with. One that our clients found particularly useful was the call disposition feature. Simply put, call disposition describes the outcome of a call. It includes statuses like, "demo scheduled," "left voicemail", and even "no longer in service."

Real-time reports

Our clients received reports on their agents’ performance in real time, as soon as they finished their calls. This gave them immediate insight into customer needs and agent performance, helping them make the necessary changes in real time.

Acefone's automated dialers have enhanced overall efficiency by automating repetitive tasks, minimizing errors, and optimizing agent productivity. By streamlining customer interactions, automated dialers have improved service quality, resulting in higher customer satisfaction and retention rates.

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