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Predictive Dialer

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What Is a Predictive Dialer & How does it help business call centers?​

A predictive dialer is an application that automatically dials numbers from a list.  Predictive dialers are capable of calling multiple numbers at a time & routing them to a live agent or an answering machine when needed. Predictive dialers are used by call centers & sales teams to reach a high volume of prospects. Since they save agents a lot of time & effort which they would have otherwise spent on dialing, waiting & screening calls, they can make a big difference in call center productivity. Estimates suggest that agent talk time per hour can rise from 10-15 minutes per hour (when manually dialing) to 50 minutes per hour when using a predictive dialer. That’s a 300 to 400 percent boost in productivity!

What Is a Predictive Dialer How does it help business call centers cvr

The word ‘Predictive’ conveys the fact that they learn from historical data such as the typical time an agent spends on a call to determine which agent should be assigned the call, what are the best times to call prospects, which numbers to screen out as the lines are busy or answered by answering machines & so on to maximize the chances of a connection. 

A predictive dialer uses artificial intelligence (AI) & machine learning (ML) to predict when an agent will be free. As soon as an agent is about to be free, it begins dialing multiple numbers at the same time to connect a call as soon as the agent is ready.

This automation process minimizes agent idle time & saves agents the effort & time wasted on rummaging through their contact lists. Auto-dialers are also capable of automating the dialing process but unlike Predictive dialers they only call one number at a time thereby lengthening the waiting period for agents. 

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What kind of factors can a predictive dialer consider while dialing?

Number of agents available 

  • Best in class predictive dialers can match their call pacing with the number of agents available & also know how many numbers need to be dialed for a connection to happen.

Response rate & call abandonment rate

  • A good predictive dialer knows your contact list’s response rate & factors it in to minimize call abandonment (calls get abandoned by leads/contacts when an agent is not available immediately despite a connection happening). 

Average agent conversation duration 

  • A predictive dialer tracks the length of an average agent conversation to predict when it should start calling prospects to connect to the same agent next.

 

What Is a Predictive Dialer How does it help business call centers

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What businesses or use cases are best served by predictive dialers?

Predictive dialers are ideal for high-volume calling & can be used by enterprises in any industry. Typically B2C businesses where a lot of prospecting is required are ideal as a use case as opposed to niche B2B businesses.

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