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What is a call center predictive dialer?

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What is a Call Center Predictive Dialer? benefits of data analysis
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In a call center, time management effectiveness is as essential as productivity. Every second counts for organizations that rely on outbound calls to reach customers or conduct research. That’s where one of the auto dialer for call center comes into play, i.e., predictive dialing software. 

A predictive dialer for call center can help cut an agent’s call processing time significantly to increase efficiency. Whether you are small business or a large enterprise, predictive dialers can help you gather valuable insights in less time and make informed decisions. 

Let’s learn more about predictive dialing and how it can help your contact center.

What is a predictive dialer?

Call center agents can place more calls with the help of a predictive dialer without having to deal with the aggravation of busy lines. The auto-dialer only connects calls that are answered by humans and not machines. As a result, employees engage more with consumers and complete the campaigns faster.

A predictive dialer’s primary function is to maintain a steady flow of outgoing phone calls. It does so by automatically dialing and transferring calls to the agents available.

How does a predictive dialer work?

The tool predicts how long each agent will need to finish a call and their availability using an algorithm based on several call metrics. The dialer then dials several numbers simultaneously. 

Your agents will only connect to live audiences. Due to the predictive dialer system’s functionality of recognizing answering machines, dropped calls, and unanswered call. 

Here’s a general overview of how a dialer works: 

  1. To begin you need to import a list of phone numbers for your campaign. 
  2. The dialer uses algorithm to analyze call center data. It considers the no. of agents available, average length of calls, and expected no. of successful calls.
  3. Based on the analysis, the dialer predicts the no. of calls that are likely to be answered. It then dials multiple phone numbers from the list simultaneously. 
  4. It weeds of any busy line, answering machine or voicemail. 
  5. Once a human answers a call, the dialer connects an available agent to the person. 

Overall, a predictive dialer software is designed to help increase efficiency of your outbound calling campaigns. Best used for gathering customer feedback it helps improve agents’ productivity and connects you to a large number of audience. 

Related read: How does a predictive dialer work?

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Call center predictive dialer features you should consider for your business

What is a Call Center Predictive Dialer? benefits of data analysis

When looking for a predictive dialer that is appropriate for your call center, you should thoroughly evaluate the dialer and its functionality. Here are some features you should ensure the dialer offers to run a seamless and efficient call center. 

1. Automatic dialing

A call center predictive dialer automatically dials the numbers from a set list. This functionality saves the agent’s time and allows them to focus on other tasks. Instead of manually dialing each number, which often leads to errors, the agent can sit back and let the machine automatically call the next person. 

The dialer uses analgortihm to predict when an agent will be available for the next call. Based on the algorithm it dials the next number making sure there is always a call waiting for an agent. 

It also uses pacing algorithm to predict the number of calls it should make based on the agent’s availability. If many agents are available, the call center dialer increases the dialing speed, and vice-versa. 

2. Recognition of voicemail or answering machine

A call center predictive dialer has the functionality to recognize an answering machine or a voicemail. The dialer automatically hangs up on these calls and saves them for a later attempt. 

3. Intelligent call routing

The predictive dialing software should also offer automatic call distribution and intelligence call routing. The dialer should automatically distribute calls to agents based on their location, skills and other deciding factors. 

4. Unanswered call

Keeping the abandonment rate as low as possible can help your calling process run as efficiently as feasible. Each abandoned call results from a bad dialing setup, which your predictive dialer should manage automatically.

5. IVR integration: 

You should be able to integrate the dialer with an IVR to route the audience to the best-suited agent and gather information from respondents. Use an interactive voice response system to ask call recipients questions and then match them with the most suitable agent or resource based on their responses.

6. Real-time monitoring:

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

Additionally, it should also record calls so agents and supervisors can evaluate the call quality later. 

7. 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.

These features can help you increase productivity, enhance operational efficiency, respect your customer and deliver great experience. When selecting a dialer software it is important to assess your business needs and ensure that the features of your dialer aligns with the goals.

Additional read: Inbound vs outbound call centers

The advantages of call center predictive dialer

The popularity of predictive dialer software comes from their efficiency and time management. However, several other advantages contribute to the dialer’s widespread use. Here are the 5 to most advantages of predictive dialer for call centers;

1. Increase efficiency

Predictive dialing software provides agents with a consistent stream of calls. This ensures they spend more time on conversing and engaging customers. This results inless idle time, or them getting sidetracked between calls. They work as efficiently as possible, which increases conversions, subscriptions, and collections.

2. Cut down on frustration

Calls that end up on an answering machine or with a busy signal can be eliminated with a predictive dialer. Their frustration decreases since intelligent call routing ensures those calls never get through to an agent. Happier agents can give the interaction at hand their full concentration, resulting in greater service.

3. Attempts to control contact

The built-in contact constraints by predictive dialing software allow you to adhere to the regulatory restrictions applicable to your industry. For example, those governing the number of contact attempts and the permitted times of the day.

4. Lower costs

Predictive dialing software is the best option if your company relies on its agents contacting as many customers as possible in the shortest amount of time. A reduced cost per contact results from making more contacts in less time.

5. Highly customizable

One of the biggest issues with predictive dialing is that if a live person is contacted before an agent is available, the call may be dropped. Therefore, accuracy is essential for the effective use of predictive dialing.

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What are the cases that talk about call center predictive dialers?

When talking about predictive dialing software, outbound sales is the first case that comes to mind, but it is by no means its only usage. Infact, various industries use call center predictive dialer software for different purposes. 

Here are some of the common use cases for the call center dialer:

1. Telemarketing:

Enhance sales and inform existing consumers about new or upgraded products. The advantage of predictive dialing helps telemarketing agents reach more prospects and close more deals.

2. Customer research:

Make outgoing calls to customers to invite customers to participate in a survey and provide feedback. The dialer plays a critical role in reaching a large number of audience and gathering huge amount of data. 

The dialer helps speed up the process by automatically reaching out to customers. Thus reducing errors and enhancing data quality.

3. Market research:

Interact with significant audience groups to better understand customer needs and preferences.

4. Political campaigning 

Discuss political problems, candidates, and other campaigns in real-time. The dialer helps campaign teams reach voters in less time and gather data for various purposes like exit polls or track changes in voter’s preferences. 

The outbound call center predictive dialer is best suited to gather customer feedback, manage political campaigns, collect debts, and conduct research. It helps complete campaigns faster by scaling the number of calls and improves productivity.

Key factors to consider while choosing call center predictive dialer

What is a Call Center Predictive Dialer? benefits of data analysis

Dialers are typically coupled with VoIP software, help desk software, customer experience platforms, or CRM technologies to provide agents and customers with a connected experience. These questions can help you narrow down the appropriate dialer for your business:

Q1. What are the objectives?

A predictive dialer is more appropriate when your target audience is big. With several conversations in progress, your agents can run brief surveys or advertising campaigns. 

Q2. What is the size of the call center?

The size of the call center or the number of agents plays a major role in selecting your dialing software.

Large-scale teams that need to generate leads or perform surveys are better suited for using a predictive dialer. The agent can expedite calls and bring the campaign to a close more quickly.

Q3. What is the size of your customer base?

The predictive dialer is useful for businesses with a huge customer base as it can manage a high frequency of outbound. It enables the business to connect instantly with a large consumer base while maintaining productivity and efficiency.

Q4. Integration with other systems, including your CRM

When connected with CRM software and other customer experience platforms, dialers become more creative. Consider whether you want a dialer that operates more naturally and has omnichannel engagement options and a complete history of client interactions.

See how seamlessly you can set up CATI surveys, switch to multiple dialing modes, and monitor interviewer activity with interactive and custom dashboards.

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What are the 5 types of call center dialers?

What is a Call Center Predictive Dialer? benefits of data analysis

Depending on its objectives, an outbound call center may use a variety of dialers and dialing modes. For instance, one company might require a dialer to make many outbound calls for sales and marketing. At the same time, another may need to examine client data through a CRM or customer experience management platform.

1. Auto dialer

The automatic dialing method or “autodialer” enables sales representatives to carry out low-touch, high-volume campaigns. Allowing them to contact as many prospects as possible. Due to the overwhelming volume of leads, auto dialer software conducts simultaneous calls to prioritize prospects who pick up the call.

Additional read: Auto dialer vs predictive dialer. 

2. Power dialer

Since they are mostly utilized by outbound sales teams, who have a large number of contacts to pitch to, power dialers are also known as outbound dialers. Once the previous call is finished, unanswered, or busy, a power dialer successively moves to the next caller. 

Power dialing allows agents to place more outbound calls than manual dialing because less time is lost than manually dialing numbers. This increases agent productivity. may be lessened.

Additional read: Power dialer vs predictive dialer.

3. Preview dialer

When placing or receiving a call, preview dialers assist call center agents in reviewing consumer information through a window. Customer care teams benefit greatly from preview dialers. The dialer provides omnichannel information needed to provide customers with complete context.

Agents have access to consumer information before the call. So, preview dialers allow agents to better plan for each call based on the information at their disposal. Agents may provide a tailored experience and raise engagement as a result.

4. Predictive dialer

It is designed for companies that deal with many incoming and outgoing calls. To intelligently automate the dialing, predictive dialers for call centers develop an algorithm. The algorithm is based on data such as peak calling periods, agent availability and workload, and call handling times. 

Predictive dialers enhance the amount of calls agents can accept and the contact rate. Because they are linked to the following live call as soon as the prior one is over, this ensures that agents are making efficient use of their time. 

They work well in telemarketing and sales efforts, debt collection, mortgage, and insurance campaigns, political and nonprofit fundraising campaigns, etc.

5. Progressive dialer

The sole difference between a progressive dialer and a predictive dialer for the call center is that the former dials just one contact per agent at a time. A progressive dialer only makes the subsequent call when the preceding call has ended. 

With progressive dialers, drop-offs and call abandonment are minimal when making business outbound calls.

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Conclusion

This sums up our brief discussion on call center predictive dialer. This type of dialer is the best fit for businesses dealing with a large customer base or running numerous campaigns. The capability of this dialer also makes it ideal for conducting short surveys or gathering post-interaction feedback.

By automation the process of dialing numbers it reduces wait time for agents and increases the number of calls made in a time period. With the help of predictive dialer software companies can gather valuable insights faster and make data -driven decisions. 

Additionally, the dialer analytics also allows you to increase productivity, optimize operation, improve agent’s performance, and enhance customer experience.

FAQs

1. What are predictive dialers for call centers?

A call center predictive dialer software is a type of auto dialer. It automatically dials phone numbers without needing any manual dialing from the agent. 

It uses algorithms to predict when a call will be answered and an agent will be available. It uses the call center predictive modelling to set its dialing speed and place a call. This ensures that only live calls are connected to an agent and a call is always there for any available agent.

2. What are the examples of predictive dialers?

There are two types of predictive dialer for call center: hosted and on-premise. Hosted or cloud-based dialers are hosted by a third-party provider. It allows you to scale the dialer based on the business needs. On-premise dialer are installed onsite of your call center.

3. Can predictive dialers be used for inbound calls?

They are designed as outbound call center predictive dialer. This means you can use them to call your customers but cannot receive any calls. 

However, there are tools like IVR that are designed for both outbound and inbound calls. 

4. What is the role of call center predictive analytics?

The call center predictive analytics analyzes data generated by call center operations. It provides insights to help you improve performance, optimize operations, and enhance customer experience. 

Here’s how you can use call center predictive analytics: 

  • Forecast call volume. 
  • Improve agent’s performance by identifying patterns such as time it takes to resolve customers’ issues. 

5. Are predictive dialers illegal?

In many countries that use of call center predictive dialer software is subjected to regulations and restrictions. For example, in the US, the dialers must comply by FCC and TCPA. 

Under TCPA, predictive dialers are allowed for purposes like conducting surveys or collecting debts. However, the dialer are subjected to restrictions such as: 

  • DNC: No calls should be made to numbers registered under DNC registry.

Abandoned call rate: The percentage of abandoned calls must be below a certain limit.

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