Predictive dialer systems are often used by telemarketing organizations involved in “business to consumer” calling, because sales agents require more customer contact time for better sales ratio. However, if your call center or agents need to contact any phone list and would like the agent to be the most productive, you should use a predictive dialer. Business survey firms and debt collection services providing companies that need to personally speak to clients by phone may also use predictive dialers. To automate all kinds of calls, this technology is used as a quick and easy way, rather than dialing numbers manually by a call center, such as service callbacks, or welcome calls for new customers. The predictive dialer has the power to predict and transfer the call to the available agent on the available line and skips no answers, busy signals, answering machines (optional) and the fax machines. Only available agents receive live calls increasing the efficiency of your dialing campaigns.
Predictive dialers have features like interactive voice response (IVR), automatic call distribution (ACD) and call recording that has added a new dimension to the predictive dialer and auto dialer capabilities of this system. The basic goal in this regard was to reduce idle time as far as possible and achieve more sales. It has basically three different types: VoIP predictive dialers, Hosted predictive dialers and web based dialers. The dialer uses an algorithm to deliver calls. The dialer comes with an ability to manage time zones and call blending. It is also equipped with features like handling “do not call” lists. The objective of a predictive dialer is to connect an agent with a potential client as soon as a call is completed without wasting any time.
One of the predictive dialers is the soft dialer. These are to some extent cheaper than other types. The reason behind this is the soft dialers do not need physical telephone components. They use shorter development cycles with greater computational power. The software dialer is connected to the PBX system through PBX CTI link and with this type of dialer it is much easier to integrate functions like IVR and voice recording. The software can be customized pretty easily to meet the individual needs. Aspects like “call progress analysis” and “call classification” are all incorporated in the software.
This efficient technology is more advanced than the commonly used auto dialer applications. The major reason is that, predictive dialers use algorithms to collect call related statistics and time on calls of call center agents. This system can also predict the availability of next call center agent. This also kept close tabs on the opportunity to connect to potential customers.
Lastly, how does one choose the right contact center software for their needs? They need to review the different functionality of each system before moving forward as not all systems are the same. People should decide based on their current needs and future growth. Another thing to be considered is that it must be able to integrate with other technologies you may be using. Overall, a predictive dialer will prove to be a reliable and cost effective service for every call center.