A hosted predictive dialer is a piece of software that call centres and sales teams use to make outgoing phone calls automatically.It dials multiple phone numbers simultaneously and routes the calls to available agents, reducing the time agents spend waiting for calls to be answered or engaged. Hosted predictive dialers are cloud-based and allow businesses to easily scale their operations.
CRM (Customer Relationship Management) software is a tool that businesses use to manage customer interactions and data. It helps businesses build better relationships with their customers by organising information about customers, keeping track of sales, and giving businesses information about how customers act. A hosted CRM solution is in the cloud and can be used from any device that can connect to the internet. It gives businesses a single place where all team members can go to find information about customers and sales data.
Advantages of Hosted Predictive Dialer
There are several advantages of using a hosted predictive dialer in a call center or sales environment:
Increased Efficiency: Hosted predictive dialers can call multiple numbers at once, so agents can spend less time waiting for calls to be answered and more time talking to customers.
Improved Call Quality: Hosted predictive dialers can be programmed to screen calls for answering machines, busy signals, and disconnected lines. This ensures that agents only talk to live customers, improving call quality and reducing the risk of frustrated customers.
Better Resource Utilization: Hosted predictive dialers allow businesses to manage their resources more efficiently by automatically routing calls to available agents. This reduces idle time and increases the productivity of agents.
Increased Sales and Revenue: Hosted predictive dialers let businesses make more calls in less time, which means they can make more sales calls and take advantage of more sales opportunities. This can increase revenue and profitability for the business.
Scalability: Hosted predictive dialers are cloud-based, which means they can be easily scaled up or down to meet the changing needs of a business. This allows businesses to quickly adapt to changes in call volume and staffing needs.
Improved Data Analysis: Businesses can learn a lot from the data that hosted predictive dialers give them about call volume, call length, and agent performance. This data can be used to optimise call centre operations and improve sales processes.
Types of Hosted Predictive Dialers
There are three main types of hosted predictive dialers: cloud-based, on-premises, and hybrid. Here’s a breakdown of each type and a comparison of their features:
Cloud-based Hosted Predictive Dialer: A software as a service (SaaS) solution that is hosted in the cloud is a cloud-based hosted predictive dialer.This means that the dialer software can be accessed through a web browser and that the user doesn’t have to install any hardware or software.Cloud-based dialers are typically easy to set up and use, and they can be accessed from anywhere with an internet connection.
On-Premise Hosted Predictive Dialer: An on-premise hosted predictive dialer is a solution that runs on the user’s hardware and servers.This type of dialer is usually more difficult to set up and maintain than cloud-based solutions, and it can also cost more.On-premise solutions, on the other hand, give users more control over how the dialer is set up and can be changed to fit specific business needs.
Hybrid Hosted Predictive Dialer: A hybrid hosted predictive dialer combines the best parts of both cloud-based and on-premise solutions. It lets businesses host the dialer software on their own servers while still using a cloud-based platform for some features. Businesses can get the flexibility of cloud-based solutions and the security and control of on-premise solutions with hybrid solutions.
Comparison of the different types of hosted predictive dialers
Scalability: Cloud-based dialers are generally the most scalable, as they can be easily scaled up or down to meet changing business needs. On-premise solutions can also be scaled, but this may require additional hardware or software investments. Hybrid solutions offer a mix of scalability and control.
Cost: Cloud-based dialers are usually the most affordable because they don’t require much money up front and are usually billed per user or per minute.On-premise solutions can be more expensive, as they require hardware and software investments and ongoing maintenance costs. Hybrid solutions can vary in cost depending on their specific configuration.
Control: On-premise solutions give you the most control over the dialer’s configuration and data. Cloud-based solutions give you less control but are easier to set up and maintain because you don’t need as much technical knowledge.Hybrid solutions offer a balance between control and ease of use.
Overall, the choice of a hosted predictive dialer depends on the specific needs and preferences of the business. Cloud-based solutions may be the best choice for small businesses or those with limited IT resources, while on-premise solutions may be preferred by larger businesses with more complex needs. Hybrid solutions can offer a balance of flexibility and control for businesses that want to customise their dialer solution.
Factors to consider when choosing a hosted predictive dialer
Choosing the right hosted predictive dialer for your business can make a big difference in how well it does.Here are some important factors to consider when selecting a hosted predictive dialer:
Features: Consider the features that are most important to your business. Some dialers offer advanced features such as call recording, call scripting, and CRM integration, while others may have more basic features.
Scalability: Consider the scalability of the dialer solution. Will it be able to handle the number of calls you need to make as your business grows? Will it be easy to add or remove agents as needed?
Ease of use: Consider how easy the dialer solution is to use. Is it intuitive and easy to learn, or will it require extensive training? Will it be easy for agents to use while on calls?
Integration: Think about how well the dialer solution can work with your other software and tools, like your CRM system.Integration can improve the efficiency and effectiveness of your call centre operations.
Cost: Consider the cost of the dialer solution, both upfront and ongoing. Will it fit within your budget? Are there any hidden costs or fees to be aware of?
Security: Consider the security measures in place for the dialer solution. Will it protect sensitive customer data and comply with industry regulations?
Support: Take into account the level of support that the dialer solution provider offers.Will they offer technical support and assistance with implementation and training?
Reputation: Consider the reputation of the dialer solution provider. Look for reviews and testimonials from other businesses that have used the solution.
By taking these things into account, you can choose a hosted predictive dialer that fits the needs of your business and helps your call centre run better.