Call centers’ productivity and efficiency can be increased with the help of predictive dialers by enhancing the number of calls that are made on a daily basis. Some estimates reveal that such a predictive dialer is able to triple the number of calls, and this will lead to enhanced sales and lower operation costs.
What is a predictive dialer?
Voip-info.org offers multiple definitions of a predictive dialer and they start with the most common one that you can find on Wikipedia: “A predictive dialer is a computerized system that automatically dials batches of telephone numbers for connection to agents assigned to sales or other campaigns. Predictive dialers are widely used in call centers.”
The official website continues with the definition that can be found on the Web and writes that “A predictive dialer is an outbound call processing system designed to maintain a high level of utilization and cost efficiency in the contact center.”
They also explain that a VOIP Predictive Dialer or a soft predictive dialer is a software product that can perform predictive dialing by using VOIP service. There’s no need for anything else in order to use it, besides a computer and a good Internet connection.
A vivid example of one of such providers would be DCDial with their predictive dialer software often employed in market researches, telemarking projects, debt collection, and also customer service follow-up.
4 main advantages of predictive dialers
Now that we’ve covered the definition of a predictive dialer let’s see why this is the best choice compared to automatic dialers.
Automatic dialers are electronic devices or software that automatically dial telephone numbers. After the call is answered, the auto-dialer can connect the call to a live person or play a recorded message.
There are some restrictions involving these type of calls. For instance, the Telephone Consumer Protection Act of 1991 was signed into law, in the U.S. in order to put restrictions on auto dialing systems.
Predictive dialers predict the availability of the agent to take a call, and it can dial multiple numbers at once before the agent ends the previous call. The most important advantage compared to auto dialers is that predictive dialers will always connect available agents to a live person.
Reduced waiting time
This type of dialing drastically reduces the waiting time of an agent between dialing the number and being able to connect to a live customer.
Predictive dialing will also intelligently filter busy tones, call waiting, wring numbers and answering machines.
Improving agent productivity
According to a study, predictive dialers can enhance productivity for agents by 200% to 300%.
Overall, predictive dialers deliver enhanced performance by amplifying the number of live connections and the time spent on calls. They are also able to make more calls and reduce the idle time of agents significantly. Call centers can also benefit from time-zone calling via predictive calling as well, and this is also essential to mention.
Predictive dialer costs
CostOwl.com is a reliable website which is reportedly used by more than 11 million people in order to research average prices. They also have the option for a Free Request for Quote tool that’s been reportedly used by more than 350,000 people. The website addresses the subject of costs regarding predictive dialers, and they provide some estimates.
According to the website, “On-premise, predictive dialers can be purchased as part of a comprehensive call center software package or as a standalone product. Sold separately, on-premise predictive dialers begin at around $5,000 for a system that accommodates just a handful of agents and run upwards of $300,000 for large call center systems.”
Overall, predictive dialers are a proven tech that’s founded on mathematically sound fundamentals and the calls centers which decide to use them will enjoy all the advantages discussed above and will eventually become more productive and profitable.