
How to create a cohesive Product Experience management program
CUSTOMER EXPERIENCE How to create a cohesive Product Experience management program LISTEN TO THE ARTICLE Voxco · How To Create A Cohesive Product Experience Management
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Find the best survey software for you!
(Along with a checklist to compare platforms)
Take a peek at our powerful survey features to design surveys that scale discoveries.
Explore VoxcoÂ
Need to map Voxco’s features & offerings? We can help!
We’ve been avid users of the Voxco platform now for over 20 years. It gives us the flexibility to routinely enhance our survey toolkit and provides our clients with a more robust dataset and story to tell their clients.
Steve Male
VP Innovation & Strategic Partnerships, The Logit Group
Explore Regional Offices
Predictive Dialer vs Progressive Dialer is one of the most common comparisons that every business goes through while choosing the right dialer for their call center. In order to maximize the call center’s efficiency and elevate customers’ experience, automatic dialers have become the need of the hour. Every call center is different, so are its needs and thus it becomes imperative for a business to choose a dialer accordingly. In this article, we’ll dive deeper into two types of dialers – Predictive Dialer and Progressive Dialer by comparing & contrasting the differences between them. Let’s start:
A predictive dialer is an application that is used for dialing numbers from a list of contacts automatically. With an ability to call various numbers at a time & seamlessly route them to a particular live agent (when needed), predictive dialers are leveraged by call centers & sales teams for reaching out to a huge volume of prospects. As agents don’t have to dial, wait, or screen calls anymore, predictive dialers save a lot of their time and effort, thereby boosting the overall productivity of the call center. Using a predictive dialer can lead to a 300 to 400 % boost in productivity due to the massive increase in agent talk time per hour (with 10-15 minutes per hour to 50 minutes per hour).
As the word ‘Predictive’ in its name suggests, a predictive dialer relies on historical data which involves the amount of time an agent spends on a call, the ideal time to call a prospect, numbers to screen out in case the lines are busy or answered by a machine, etc. for maximizing the chances of a connection.Â
By leveraging artificial intelligence (AI) & machine learning (ML), a predictive dialer can easily “predict” when an agent will be available again and begins calling multiple numbers to immediately connect agents with a customer the moment they hang up their previous call. This process not only minimizes agents’ idle time but also saves their effort on scouring through their contact lists.
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A Progressive Dialer is an application used for automating the process of making outbound calls, so agents don’t have to manually dial phone numbers of customers. Serving an “intermediate ground” between manual dialing and predictive dialing solutions, progressive dialers wait for agents to end their current call before dialing the next number from the contact list, i.e. it only dials when an agent is available to take the call. Moreover, it dials one number per agent only. These dialers can be used in any vertical for a range of purposes such as sales, customer service, telemarketing, etc.Â
Unlike predictive dialers, a progressive dialer operates on the basis of the number of agents connected at a call center. Also, its calling pace relies on factors such as abandonment rates as well as the rate of connection. Intending to maintain a high level of efficiency, progressive dialers ensure to connect agents to calls that are answered by a live person only. Since the agent is already available to cater to the customer as soon as the call is picked up, therefore, there are fewer abandoned calls in the case of progressive dialers which helps to maintain a steady stream of communication.Â
While there is no ideal answer to the question of predictive dialer vs progressive dialer, it’s important to choose the one that resonates well with your contact center needs. Considering the pros and cons of each, you can select the appropriate dialer that can help to maximize the efficiency of your call center.Â
Voxco’s exceptional on-premise & cloud-based dialer supports both predictive and progressive modes. Being a state-of-the-art telephony system, Voxco dialer works dynamically with a call center to boost its productivity by as much as 50%. Here’s what makes Voxco Dialer an optimum solution for a call center’s needs:Â
Learn how you can adopt an effective WFH strategy to stay ahead of the curve, improve contact center productivity while providing seamless CX with remote agents.
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CUSTOMER EXPERIENCE How to create a cohesive Product Experience management program LISTEN TO THE ARTICLE Voxco · How To Create A Cohesive Product Experience Management
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