In today’s competitive marketplace, predictive dialer has become an essential need for most businesses or organizations. The days are gone when the representatives at contact centers were using manual dialing machines to dial in the numbers and call the customers. Manual dialing system was not only time-consuming but also quite unpredictable as one out of every three or four calls might get answered and most calls might land up in answering machines or voice mails or may be unavailable. Predictive dialer software on the other hand saves a lot of time, improves efficiency, and could greatly boost the performance of a contact center. Predictive dialers can analyze the average length of a call and the average number of dials it takes to make a connection and then optimizes dialing to facilitate agents to effortlessly move from one call to the next.
What is a Predictive Dialer?
Predictive dialer is an automated dialing system for outbound calls that dials multiple numbers from a list of telephone numbers, similar to auto-dialers or robo-dialers. The dialer has the ability to filter-out voicemails, no answers, busy signals, disconnected numbers, and so on. When the call gets connected to real people, the dialer connects the call to an appropriate agent. Some of the key benefits of utilizing predictive dialer software include:
- Better time management: Time management is one of the most essential things in sales forces, especially in contact centers. Predictive dialer provides call management through the use of algorithms. It predicts when contact center agents should be on a call with clients and prospects and ensure that the agents won’t be connected to a recording, a busy tone, or an answering machine.
- Improved productivity: Predictive dialers eliminate the need of dialing numbers manually and reduce the call connecting time by aiming to connect agents to a live person each time. This way it leads to improved productivity.
- Efficient management of leads: Predictive dialers generally have lead management software incorporated into the application. Moreover, they can screen out do not call numbers, voicemails, and busy signals to make certain that the most numbers to be dialed out are working and eligible for calls.
- Motivated workforce: It allows contact center agents to polish their skills by letting them get meaningful conversations going with leads. When the success rate is high, agents will automatically be more motivated to perform better.
How Does It Work?
Well, a predictive dialer works exactly like its name. It predicts when the agents will be free to take the next call and accordingly dial numbers on the agent’s behalf. It’s an intelligent outbound call center software that uses an algorithm to determine the exact time when an agent should be finishing up the ongoing call and then dials another number. This way it maximizes agents’ time by decreasing their idle time between calls. A properly working predictive dialer delivers agents with a seamless flow of calls with little to no downtime.
What Makes Predictive Dialer Distinct From Other Automatic Dialers?
The ability to utilize call metrics to predict the moment when contact center agents will be available to make the next call sets predictive dialers apart from other automatic dialers. The auto-dialing system of predictive dialers runs in parallel with the availability of agents. In case, lots of agents at the contact center are busy having conversations, the predictive dialer will slow down or stop its outreach until the agents are available to take the next call and then dial numbers on the behalf of Contact center’s agents.
Another key thing that makes predictive dialers different from other automatic dialers is their ability to dial multiple numbers at the same time. The intent is to call the right number of leads at the right time to ensure maximum agent utilization.
Many companies these days offer predictive dialer software that is often based in the cloud. Among various companies, dialer software for call center by hodusoft.com is the best software that helps to automate a crucial part of an outbound calling campaign in the contact center. If you are looking for perfect predictive dialer software, make certain to choose one that comes with features like dynamic caller ID, call scheduling, answering machine detection, call monitoring, etc. After all, creating a rich experience and providing better customer satisfaction is the key requirement to run contact centers successfully.