Automated Predictive Dialer

Market research 04 12
Automated Predictive Dialer1

Introduction to Automated Predictive Dialer

Customer Service has undergone a transformation to match the increasing demand of the customers and clients. Advanced technology has been introduced in the call center industry to streamline the workload and workflow. 

As a result, the new technology has impacted customer service and strengthened customer support. 

An Automated Predictive Dialer is a technology developed to aid the agents in the contact center to up their work pace.This auto-dialer accelerates phone calling and facilitates the process of engaging the target audience. The predictive dialing software helps you gear up with scaling communication in today’s hyper-connected world.

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What is an Automated Predictive Dialer?

An Automated Predictive Dialer is a form of an automated dialer. The function of a predictive dialer software is to place phone calls for the agents before they become available. Designed to increase an agent’s productivity, the dialer helps to generate as many leads and conversions as possible.

The aim of an Automated Predictive Dialer is a high calling rate. And so, it tries to connect with as many contacts as possible. A call center predictive dialer dials multiple phone numbers at once and connects the call that was answered to the next available agent. 

In case a call goes unanswered the dialer moves on to the next contact. When the call is answered it would connect the next available contact center agent to the customer. This leads to an increase in productivity. The benefits of predictive dialer is that time is used efficiently in talking to the customer.

How does an Automated Predictive Dialer work?

Unlike the traditional way of dialing the number manually, the Automated Predictive Dialer does all the work by itself. 

  1. You need to import a list of phone numbers for your campaign. 
  2. It considers the agents available, average length of calls, and expected no. of successful calls.
  3. The dialer predicts the number of free agents before it starts dialing.
  4. The call center dialer goes through the list by calling contacts.
  5. It configures the probability of calls connecting to a customer.
  6. The dialer weeds of any busy line, disconnected number, answering machine or voicemail. 
  7. The dialer connects an available agent when a human answers the call. 
  8. The available agent is connected and the intended purpose of the call is accomplished.
  9. The dialer once again starts analyzing the predictive model while the agent is talking to the customer.
  10. The agent is connected again to accomplish the business goal.

Four Factor that impacts on Automated Predictive Dialer

There are four factors that impacts the performance and effectiveness of a predictive dialer software. 

Algorithm:

The pacing algorithm is a mathematical formula that the dialer uses in predicting the number of calls it should place based on the number of agents available. 

The algorithm helps in creating a balance between the number of outbound calls and the number of free agents. As a result, the balance leads to effective productivity. 

The algorithm also takes into consideration the number of agents available. This implies that the dialer increases the number of calls when more agents are available. In the case of fewer agents, it slows down the dialing and makes fewer calls. 

Abandon Rate:

A call center manager aims to ensure that the numbers of abandoned calls remain less while also reducing idle time for agents.

The Automated Predictive Dialer makes calls aggressively. However, in case too many calls are dialed before any agent is available it will stretch the time before a customer is connected to a live agent. The customer may have to hear an awkward silence before an agent is connected. This will result in the customer/client abandoning the call. 

Large Campaigns:

The predictive dialer software is best suited for large campaigns. It operates better when the data is extensive. The dialer learns more from extensive statistical data and has more room to improve its prediction algorithm.

Agent:

Automated Predictive Dialer can change its dialing speed based on the number of agents available. So, the dialer software requires data on live and idle agents and call details like average call duration. Such data makes it easy for the Automated Predictive Dialer to perform its algorithm and place calls.

What are the features of automated predictive dialer?

1. Recognition of voicemail/answering machine:

An automated predictive dialer should have the functionality to recognize an answering machine or a voicemail. The functionality ensures that the dialer automatically hangs up on these calls. It saves them for a later attempt. 

2. Automatic dialing:

Automatic dialing is the core of automated predictive dialer. It should remove manual dialing, which often leads to errors, from the process. The agent can focus on the ongoing call and let the dialer automatically call the next person. 

3. Real-time call monitoring:

The predictive dialer software should enable you to monitor and track agent’s performance and call quality. The dashboard must offer reports on call dusration, volume, and success rate. 

It should enable call recording for training purposes, so agents and supervisors can evaluate the call quality later. 

4. DNC compliance: 

Make sure that your call center dialer software abides by the DNC compliance. It should have the functionality to ensure that the dialer doesn’t make calls to the numbers registered under the DNC or Do Not Call registry.

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What are the Features of Automated Predictive Dialer?

What are the benefits of Automated Predictive Dialer?

The features of Automated Predictive Dialer produce several benefits. It leads to more productivity and effective customer service. Some of these benefits of a predictive dialer are mentioned as follows.

01. Enhanced Productivity:

The call center predictive dialer connects the agent only when a human receives the call. Moreover, it makes calls one after another with accuracy. The dialer calls the next number right when the agent is about to complete the call. This reduces the time spent waiting for the call to connect and boosts agent’s productivity.

02. Boosting agent efficiency: 

One of the benefits of predictive dialers is that it automatically dials the next number and controls the dialing speed, which contributes to boosting an agent’s efficiency. The dialer predicts when the agent will complete the ongoing call and determines the best time to make the next call. 

This ensures that the next call is connected to a live audience and the agent doesn’t waste time manually going through the list of numbers. This reduces repeated work and idle time, allowing you to have live conversations with prospects. 

03. Increased Sales:

Connecting to a high number of prospects increases the chance of sales conversion, contributing to the many benefits of predictive dialer. Moreover, the option of scheduling calls can make the customer/client feel that they are prioritized by the company. This puts the company in good light to the customer, boost sales, and leads to successful conversions.

04. Higher survey completion rate:

The automated predictive dialer ensures that you don’t have to wait for busy signals, answering machine, or incorrect numbers. Intelligence call routing and the lack of manual work means you can focus on engaging the audience for their feedback. 

You can quickly reach a large audience in a shorter span of time. This helps you gather survey data and complete research campaigns faster. 

05. Lower operational costs:

Benefits of predictive dialer, is that, it reduces operational costs. The dialer eliminates the idle time and lowers call abandonment rates which reduces the cost of the voice channel. 

Less manual work, lower human error, and less downtime mean you need fewer agents to handle the call volume. Moreover, the dialer can connect to your existing network and requires no additional installation. This makes the predictive dialer software a budget-friendly option. 

06.Customer-friendly Calls:

The demographic feature such as filtering time-zone ensures that the customers are not bothered at inappropriate times. The calls are only made when it is appropriate for a better possibility of connecting with the client/customer.

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07. Cloud Technology:

Cloud technology supporting the Automated Predictive Dialer makes it cost-efficient and saves time as well. Cloud technology also allows real-time updates which can be accessed from anywhere as long as the agent has an internet connection.

08. Integration:

Automated Predictive Dialer should enable CRM integrations helps in keeping the information of the customers/clients seamless. The agent can access all the information they need when talking to the specific customer.

Additionally it also integrates with IVR or interactive voice response. This makes it easy to collect responses and route people to best suited agents. 

09. Improving compliance:

When a customer registers their telephone number on the DNC registry, the DNC laws prohibit any business from calling the number. While it is difficult for agents to keep up with the DNC list, a predictive dialer automatically excludes the blocked numbers. 

The benefits of predictive dialer is that it lets you cross-reference do-not-call (DNC) lists. It filters them to help you comply with complex and changing regulations.

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Why choose Voxco Dialer for your VoIP Predictive Dialer needs?

Why Voxco for Call Centers?

Integrated Telephony System

Voxco Telephony Features can help you get the most out of your call center.

Direct conference: You can use the conference feature to join other people directly into the conversation.  Transfer out: At any time, you can transfer a respondent who asks to be connected to someone else. at the completion of a customer satisfaction study, transfer the respondent to the company’s customer support desk. You can also transfer calls to an IVR self-completion survey to manage privacy of the customer.

CATI

With Voxco CATI software you can maximize response rates with tools such as time-zone management, interviewer roles, and smoothing functions. 

You can also create an optimal balance between location and home offices and therefore, reduce call center costs.

With seamless integration, you can manage Voxco CATI centrally from a single platform. designed to optimize multi-modes studies Voxco CATI software can increase respondent engagement.

IVR

Voxco IVR survey software is a state-of-the-art Interactive Voice Response survey system. It gives you an easy and cost-effective way to deliver self-completion surveys and automated messages to a broad audience.

Voxco IVR provides an efficient self-completion survey. Participants can answer pre-recorded questions through their keypad. 

When respondents call into your CATI telephone survey center, Voxco IVR lets you immediately address it. If no agent is available, the Voxco IVR survey software gives respondents the options to hold for the next available agent or to reschedule,or you can also add a custom option.

Dialer

With Voxco’s Dialer you can:

Automate Dialing: The time-consuming manual dialing can be shifted from the agents and customized for either full or partial automated modes. Voxco has a range of auto dialer software & call center dialers

Single-system efficiency: Voxco Cloud Dialer starts dialing contact numbers based on the calling rules set by you in the project design phase. 

Research-specific Dialing Algorithm: Voxco Dialer is based on intelligent, predictive calling algorithms designed for survey research. 

Adjust Call Rate: With Voxco Dialer you can dynamically adjust the call rate based on changes in your call center’s answer rates.

Survey Analytics

Voxco Survey Analytics involves a drag-and-drop function that allows you to create a crosstab. Crosstabs include automatic stat testing that applies color codes to cells where statistical significance is found.

Voxco survey analytics software, crosstabs can be turned into visual charts with one simple click. You can gain a deeper understanding of your survey results by applying dynamic filters to charts.

When ready to share, you can simply export to PowerPoint with the underlying data. Or, you can publish to the Key Findings Portal. 

Voxco survey analytics software comes with a key findings portal that enables you to securely share your most important findings with colleagues and clients.

FAQs

1. What is an automated dialing system?

Automated dialing system doesn’t require human intervention to dial a list of phone numbers. Once you import a list of phone numbers it automatically dials from that list. 

An automated calling software simultaneously dials phone numbers and prioitizes those who pick the call.  

2. What is a predictive dialer software?

A predictive dialer software is a type of auto-dialer. It is an outbound call center dialer.

The dialer uses algorithm to predict the pace of dialing the next number. It considers the length of time spent on each call, agent’s availability, abandonment rate, and more metrics to dial the next number. 

The benefits of predictive dialer is that it only connects agents to a call that is answered by a human.  

3. What’s the difference between a predictive dialer software and an auto dialer?

The point of difference between a predictive dialer and an auto-dialer is that predictive dialer uses algorithm to palace a call. It uses an algorithm to predict when to dial the next number so there is always a call for an available agent. 

Auto dialer, on the other hand, doesn’t use any algorithm. Its function is to only get rid of the manual task of dialing a phone number. It deosn’t consider an agent’s availability before dialing the phone numbers. 

4. Are automatic dialers illegal?

It depends on specific use cases and jurisdiction. However, in some cases like debt collection or telemarketing, using automatic dialer is prohibited by law. 

5. What does a predictive dialer do?

A predictive dialer software is designed to make outbound calls, which makes it best suitable for conducting surveys, and reach customers. 

It helps increase agent’s efficiency and optimizes operation with its agile dialing speed. Additionally, it screens our busy signals, answering machines, disconnected numbers, and DNC numbers. 

 6. What is predictive dialer example?

An example of predictive dialer is a call center dialer software used by sales teams to make outbound calls. Or, a research teams to reach customers and gather their feedback. 

The software program dials from a predetermined list of phone numbers based on an agents’ availability and call duration. This allows the dialer to make maximum number of calls and the team to complete a campaign faster.