Predictive dialers are among the best tools that a call center has at their disposal. They dial multiple phone numbers from a contact list and direct the calls that connect to a live person to the next available agent. They help companies and firms save tremendous amounts of time. Instead of having a representative sit there and physically dial each number until they find one willing to pick up, a predictive dialer can dial multiple numbers in a short period of time, and connect the good ones to whichever agent is free. There are some positives and negatives to using a predictive dialer, and some definite “do’s and don’ts” businesses should follow.
The predictive dialer monitor is designed to only connect a sales representative/ telemarketer to calls that are answered by a person. It discards any calls that are not answered, have busy signals, disconnected lines, fax machines, or any other form of automated services, and has an option to move past lines picked up by answering machines and voicemails. The predictive dialer saves telemarketers time because they no longer have to manually dial telephone numbers, listen to ring tones or unanswered calls. Thus, a predictive dialer allows a telemarketer to spend more time communicating with customers, time that was once wasted on dialing and waiting for a customer to answer their phone.
Predictive dialer systems have features such as automatic call distribution (ACD), interactive voice response (IVR) and call recording that added a new dimension to the predictive dialer and auto dialer capabilities of this system. The computer telephony software opens this phone system to outside applications and developers. Some predictive dialer systems have an extra edge in efficiency and productivity not available in other dialing systems where the agents have the option at any time during a call to click to “transfer” or “3-way” the call to another agent.
When your agents spend most of their time talking with your prospects or clients they are bound to deliver good results. Predictive dialing assists greatly generating numerous hot leads that gradually results in more profit generation.
The advantages of this software are that it is more inexpensive and has a flexible architecture that works amazingly well in distributed areas and multi-sites. However it has a few disadvantages as well. The old dialers make errors in call classification and some of the older PBXs and are unable to function with the configuration of the soft dialer.
Other types of dialers include the smart predictive dialers, hard dialers, hosted dialers and hybrid dialers. Each of these types has their own set of pros and cons. An organization must everything into consideration before opting for a particular type.