How does a predictive dialer work?

Predictive dialing deploys a dialing engine based on an algorithm that kicks off automatic outbound calls for a particular campaign in the background for call center agents before connecting the live calls to the agents. A predictive dialer is a type of voice broadcast or auto dialer system. It allows call center agents to expand their number of live connections. Predictive dialers engage agents to only calls that are answered by real people. This removes the need to listen to busy signals, disconnected lines, unanswered calls, fax machines, or automatic devices.

Predictive dialers use pacing algorithms to predict both the average call answer time and agent availability and then modifies the dialing rate accordingly. An effective predictive dialer will also analyze unsuccessful calls and determine if that number needs a callback. When selecting a predictive dialer for your business, look for one a streamlined virtual phone system that is patented. Predictive dialers result in increased productivity and improve calling campaigns bottom line by automatically dialing, skipping busy and disconnected lines. Keep reading to learn more about the call center dialer.

How does a predictive dialer work?

Predictive dialing procedure can be broken down into the following steps:

  1. Predictive dialing engine starts auto-dialing numbers for a list of contacts in specific campaigns
  2. Dialing algorithm based on various factors such as average call length, time of the day, nature of calls, and agent availability adjusts the automated dialing rate in real-time.
  3. The call center manager can also set the different dialing algorithm parameters for a customized call pacing rate depending on the needs.
  4. All the answered phone calls are intelligently routed to agents, and the remaining are again auto-scheduled for retry at a later time.

Why Call Centers need a predictive dialer software?

How predictive dialer software works for call center?

Predictive dialers are routinely used in call center procedures like market research, telemarketing, debt collection, and customer service follow-ups. Besides, some outbound call centers also use predictive dialers for lead qualification to increase the amount of time they can spend on the telephone with leads during outbound sales prospecting.

A few essential benefits of predictive dialing software are listed below.

  • High call connect ratio

Predictive call center dialers bar all deterrents such as voicemails, busy signals and unanswered calls, and many others and result in more connected calls.

  • Cut down agent idle time

When call center agents are relieved, dialing the numbers manually and waiting for the phone calls to be connected every time they spend more time talking on the call. Predictive dialers are famous since they result in significant savings in the number of call center agents needed to manage a given volume of calls. Each minute a call center agent pends on tasks other than speaking with a live caller is inefficient. Dialing phone numbers, listening to voice greetings is a time not spent managing import customers, potential customer calls, or tech support.

  • Manage multiple campaigns

Another distinguishing advantage of predictive dialers is multiple dialing numbers capability at the same time. By automating the dialing procedure, the ability of a call center to manage more call volume increases variably, and multiple campaigns can be controlled simultaneously.

  • Increased productivity

A predictive dialer has been proven to gradually increase the percentage of time call center agents spend communicating with customers. Virtual call center software that adopts predictive dialers can expect an increase in agent talk time and thus increased productivity. Agents in a call center that do not use automated dialers typically spend twenty minutes per hour talking to a live customer. On the other hand, the agent in call center solutions that deploy a predictive dialer spends approximately forty-five minutes out of every hour speaking with customers. Besides, an auto dialer system upgraded with local presence acts as a sales acceleration tool. This is a drastic increase in productivity and, thus, cost savings. Typically reduced idle time and increased agent talk time call center efficiency and productivity increases manifold.

What are predictive dialer software features?

Outbound call center software: Predictive dialing features suitable for contact center

Top features of predictive dialers

Answering machine detection

Answering machine detection filters out all the numbers which end up on the answering machines. Before passing any call to the agents, a predictive dialer ensures that a call is answered in a human voice. Answering machine detection saves a lot of agents time as agents will only be connected to those calls, which will be answered from customers’ end.

Call recordings

For quality and training purposes, call recording is the most desirable feature. Call center managers can listen to the past calls whenever needed; also, they can save the call recording for future references, without using any other device. Predictive dialer records and stores call in HD quality and save these call recordings on the cloud. Then the user can access the automated calls up to a more extended period. 

Analytics and reports

It is essential to monitor your agent’s performance in small intervals as it aids in identifying where the agents lack to deliver customer service. Regular monitoring of agents’ performance assists improves the calling operations. Predictive dialers offer detailed reports associated with each agent, team, and department. These dialers offer various reports such as agent reports, call details, real-time tracking, and many more.

CRM integration

CRM is an approach to control a business’s interaction with its current and potential customers. It uses various insights to analyze customer history with a business to enhance the relationship, which ultimately results in increased sales. Integration of Customer Relationship Management boosts business productivity to a great extent. More and faster consumer connections can be easily made when predictive dialer solutions are backed up by customer data. This integration minimizes the average call handling time of agents as it offers easier access to customer data and other data. With CRM integration, call center agents can focus on their higher priority tasks instead of wasting time transferring files.

Campaign management

Predictive dialer allows sales reps to build multiple campaigns from the same login. Also, managers can customize marketing campaigns easily according to their needs. Campaign management includes pause, rerun, and edit. Campaigns are made to obtain the targeted goals of the business.

Predictive dialing

Predictive dialing is an outbound calling a procedure that utilizes predictive algorithms to dial the contact numbers. It connects only those calls to agents that are answered in a human voice. As in manually dialing systems, most of the numbers end up on answering machines; some are busy, disconnected, or DNC call registry numbers. It removes all the unproductive numbers and results in more customer connections.

Appointment scheduling and reminders

Predictive dialer comes with the feature of callback as the time suggested by the customers. It automatically gives a reminder of a call back at a specific time. The appointment scheduling feature is useful for follow up purposes. If the customers will receive the call at their preferred time, it has a higher possibility of lead to be changed into a sale. When the agent’s login into the system, they immediately receive a pop-up list of callbacks.

Customized dial time

Various countries have different time zones, predictive dialer filters out the numbers based on their time zones and area codes. This feature ensures calling on a specific time based on these attributes. Predictive dialer matches the country area code, name, and time of the contact list, and then it starts dialing multiple numbers at the most appropriate time. Other basic features that predictive dialers software provides include:  Custom disposition; caller id; call routing; prerecorded voicemail drop; call management; call monitoring; lead management; filter-based calling; automatic call distribution; and pacing algorithm|ratio.

What is the difference between a power dialer and predictive dialer?

Power dialers vs. Predictive dialer

A dialer is a software to automate the process of dialing to an external contact number so that contact center agents can choose calls strategically. The call center performance depends mainly on the number of calls addressed per day. However, due to limiting factors like abandoned calls, call waiting, or the number dialed, being out of service or connected to fax machines can hamper the call center productivity. To curb such issues, inbound and outbound dialers are installed, which in turn increases the performance measured in talk minutes per hour. There are various types of dialing modes, namely; power dialer, preview dialers, and progressive dialing mode. In this section, we will discuss power dialers and predictive dialers.

Power dialing is a type of automated dialer where the agent is already active on the line at the time of the call. The agent activates the calling session, and when a live answer is detected, he answers the call. Since the agent is already living here, call transfer is not needed. It is ideal for single-agent scenarios or in remote agent environments since it does not need multiple agents to transfer calls. The issue of abandoned calls rate is ruled out because the automated dialer dials one line at a time.

In predictive dialing mode, calls connect with an agent only when a live person answers the call. Automatic dialer systems allow the large contact center to increase productivity and efficiency. Predictive dialers make sure that sales teams airtime is used only for calls that are answered by a live person. They are famous for debt collection. For inside sales rep looking for a more effective and efficient outbound calling systems while reducing the risk of regulatory violations, predictive dialer cloud based call center software is a perfect solution.

If you are looking to boost your inside sales team performance, here are some of the best contact center solutions in the market include: Adversus cloud based dialer, Kookoo Cloudagent, Voicent hosted predictive dialer, ChaseData cloud-based predictive dialer, Five9 inbound outbound blended contact center software, Electronic Voice Services, and Genesys omnichannel contact centers software.

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