What Is a Predictive Dialer?
A predictive dialer is an automatic dialer, which increases the calling efficiency and reduces idle time of agents. As an outbound calling software, it connects the available agent to the next outbound call. It dials these numbers simultaneously, and then intelligently predicts the availability of an agent to take a call. By crunching data collected, which is based on an average call duration for an agent and a pre-set ratio of the campaign, the machine automatically dials from a list of telephone numbers before the agent ends their current call.
Because of the automated nature of the technology, every piece of information fed into the system as they record agent data helps it create an algorithm that best suits each agent to increase their output. As an example, manual dialing can take 30 seconds. Compound that to the number of calls an agent takes each day and you have hours of unproductive work that could slow down your agents.
How predictive dialers improve over traditional methods
Able to screen busy signals, voicemail, no-answers and disconnected numbers, the predictive dialer can make sure that each agent has a rate of productivity and efficiency. It can even dial multiple numbers at the same time, which saves agents time from waiting for a busy ring tone before moving on to the next possible call.
What makes the predictive dialers better than traditional methods is their ability to amplify the number of live connections and reduce call errors that result from human error, especially when taking into consideration outbound calls into more distant locations which have different time zones. Because of this, predictive dialers are able to connect available agents only to a live person.
Looking at these advantages, agents who are under the predictive dialing system are able to increase the number of their sales, especially because they are able to get to their clients quickly, reducing idle time.
It must be noted, however, that predictive dialers are better suited to large call centers with a number of agents who can be available anytime.Because they churn out more calls, they also should have more people who are ready to take the call when someone picks up.
Other benefits of predictive dialers
Having predictive dialers helps companies beyond boosting sales. This means that investing in predictive dialers is a huge advantage for any large call center business. These advantages include:
- Maximizing personnel capacities – automation can help streamline the process by making sure that each agent gets a call when they are available. This gives them more opportunities than manual dialing.
- Cost reduction – each call is a cost to the company. When agents have to redial leads because they are busy or unavailable, or for any number of reasons, the cost for the company can run higher.
- High return on investment – the more calls your agents make, the more chances and the higher the volume they can sell. This ensures that every investment you make in your business can be quickly covered by the sales that your agents make.
