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What Is A Predictive Dialer And Why Call Centers Need It?

Updated on May 21, 2019

[Video] What Is A Predictive Dialer

A predictive dialer is an outbound call processing software, which employs algorithms and statistical models to make calls from the numbers that are fed into its database. Any call that is connected is then immediately routed to an available agent.

The cloud-based predictive dialer starts making a call just a few seconds before an agent finishes a call. This ensures that an agent can take the call immediately after he wraps up the previous call and this is how there is no possibility of idle time in between the calls.

The most critical benefit of a predictive dialer is the effective use of algorithms to predict the time an agent will be on call and when to start dialing the next number. The algorithm also decides the numbers to dial as it factors in drop call and other data to optimize the call ratio.

Based on a number of factors, like the number of available agents, operational lines and the average time spent on a call, the predictive will change the frequency of dial ratio. The introduction of predictive dialers has taken the call center industry by storm by increasing the efficiency of agents and decreasing costs.

How Does Predictive Dialer Software Work?

In most call centers, the most time-consuming and frustrating part of an agent’s work is to patiently wait for a call to connect, only to end-up reaching answering machines. The agents have the option to either skip the call or leave a recorded message. Most agents have to repeat this process until they connect with a customer.

A predictive dialer solves this issue by making more calls than the number of agents available to take the call.

All the process takes place without any human intervention. If a person picks up a call, the dialer routes it to an available agent without any delay. So, while the agent is on a call with a customer, the predictive dialer starts dialing new numbers in the background at the right time by considering the average handling time of the agents.

The predictive dialer uses the algorithm to predict when the agent is going to finish the current call to place a new call. But it should be kept in mind that the nature of the algorithm ensures that dropped call cannot be eliminated.

The dialer will also automatically pause when all the agents are busy on calls and resume the calling automatically when agents are about to be available to take the calls.

Predictive dialer helps maximize agents time and reach more customers. In fact, predictive dialer has proved to be a critical resource for call centers looking to create an exceptional business experience.

The Need for Predictive Dialer

Predictive dialer with their ability to increase productivity plays a vital role in the call center industry. There are numerous benefits that a predictive dialer provide, some of which are:

Improved Operational Efficiency

Predictive dialers are known to eliminate constraints like excessive call wait time, call drops and agent idle time, all of which affect the overall operational efficiency. Using predictive dialers ensures that only connected calls are routed to the agents.

This happens due to predictive dialers ability to detect voicemails, busy signals, and non-serviceable numbers, all of which increases call connect ratio significantly. More connected calls lead to better agent productivity and hence, improved operational efficiency.

Reduces Idle Time

Manual dialing leads to high idle time, as agents have to wait till a call is connected. With manual dialing, every agent wastes time to listening to busy tones, answering machines and disconnected calls before a call is answered.

The predictive dialer, on the other hand, recognizes all these elements and skips if it recognizes any of these time-wasting signals. All this helps in minimizing idle time as only calls answered by humans are routed to the agents, helping save time and attend more calls per hour.

Better Lead Conversion Ratio

Using a predictive dialer system in your call center for the sales process ensures that you will be able to better your lead conversion ratio.

Predictive dialer provides a quick snapshot of the customer’s detail to the agent, which helps the agent to prepare for the call. As the agent has access to customer’s information, he/she can drive a more personalized conversation to engage the customer and increase the chances of lead conversion.

Real-Time Monitoring and Reporting

Predictive dialer comes with customizable reports and dashboards, which gives insights into the operations and agent activities. The dashboards and reports improve the decision-making ability of the call center’s supervisor.

The reports and dashboard also help agent take quick actions, as they can identify the problems in real time. The predictive dialer also gives quick access to call recordings that helps manager monitor the agent’s performance. Similarly, key call center metrics can be easily measured and tracked, helping achieve greater efficiency.

Lower operational costs

Predictive dialer fuel not only higher sales but it also help lower costs, making them appealing. Predictive dialer ensures that fewer calls are needed to be placed, and fewer agents are required to handle calls. All this eliminates the dead time as well as lowers the call abandonment rates.

This leads to significant reductions in cost along with increased profits. The predictive dialer also offers CRM integration that does not require any investment in additional telecom hardware.

Conclusion

Ignoring the benefits of predictive dialer can seriously hamper your call center’s efficiency. Furthermore, if you are worried about the quality and management of your outbound call center, then you should definitely consider opting for predictive dialer. Because it is less investment and more benefits.

This content is accurate and true to the best of the author’s knowledge and is not meant to substitute for formal and individualized advice from a qualified professional.

© 2019 Jincy Joy

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