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Glossary

What is Manual Dialer?

A manual dialer refers to the basic dialer where the agents dial the customer number manually one by one from the contact list of the customers. Additionally, it is the traditional dialer, by using it most of the small call centers start their operations. 


Besides, with the help of a manual dialer, a call center representative dials a number from the preloaded list or by dialing manually. And then, the agent has to wait to the connecting the calls which can be either busy, wrong, or reach the answering machine. Manual dialing does not have a scope of filtering, thus it is the least efficient way for outbound calls.

When Do Call Centers Require Manual Dialers?


Generally, manual dialing is used for the outbound or blended call centers. In that case, sales employees must analyze a large amount of information before dialing a lead, prospect, or client. On the other end, power dialing is employed when agents need to contact larger databases in less time. 


You can also use manual dialing if your company phone system is extremely conservative and system interfaces with third-party applications are difficult. Integrations are not permitted in highly secure dialer CRM owing to IP regulations, therefore call center managers must rely on manual dialing. 


A manual dialer is preferable in outbound sales operations when the data quality of call data is good and there are many more processing stages. You may connect your phone system to some CRM systems to offer a straightforward click-to-call feature. Agents click the customer's name to call up the manual dialer.

What Advantages Can Manual Dialers Offer?


With manual dialer systems, the agent must dial a number and enter certain call-related data, such as the caller's name, any relevant comments, the call's outcome, and, if necessary, appointment reminders.


The database may save these facts together with the call time, call lengths, and discussion length. Through call histories, logging information, and idle time, this data may be utilized to track the performance of call center operators.

What are the Key Features of a Manual Dialer?


Well, manual dialers provide various key features. Some of them are the following. So, let’s have a look at them!


  • Agents can select a campaign, enter the client ID and the device, and then start a call.


  • Agents can use it to make a follow-up call to a different number associated with the contact.


  • Agents are able to call a free-form number using this feature.


  • Agents can schedule a follow-up call for a later date thanks to it.


Without loading a list or making any call plans, manual dialing enables an agent to handle a list of accounts off a piece of paper on their desk.


The agent can hang up and call the new number right away to reach the contact if they are directed to dial a different number after connecting to them.


The current default on-demand strategy needs to be changed to include a preview pass as the first pass, followed by a manual pass, to set up a follow-up call later.


The management can select which Agent Groups can manually enter phone numbers by configuring Manual Dial for Agent Groups.

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