How Predictive Dialing Increases Call Center Performance?

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How Predictive Dialing Increases Call Center Performance?

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Predictive dialer is one of the features available in call center solutions. Using predictive dialer, call centers can take advantage of predictive dialing to increase overall performance. Read on to know how it happens and why you should use it.

Call center solutions are highly in use by call centers and even by businesses. Therefore, the majority of companies offering this software keep adding new features to benefit businesses and call centers. Out of many advanced features, a predictive dialer is one of the advanced features available in this software. In this article, I will share how this feature benefits call centers to improve overall performance. These benefits are also available to businesses using a call center solution and predictive dialing.

What is predictive dialing?

Predictive dialer is an auto dialer available in the call center software.

·        This dialer holds the power of predicting how many numbers need to be dialed and how long will it take to connect with a human.

·        It further predicts when an agent will finish an ongoing call.

·        It detects answering machines, voicemails, etc. and disconnects those calls. It only hands over calls to agents, which are connected to the customers or leads.

These are functional features of this feature of a call center solution. These features ensure all agents are always busy with calls.

When a call center uses a predictive dialer for an outbound campaign, this process of calling is called predictive dialing.

How predictive dialing increases the performance of call centers?

As you have understood how predictive dialer works and what predictive dialing is, understanding how it increases performance will be easier. We will see the top 3 ways it contributes to increasing performance of call centers:

1. Manage the quality of data

Predictive dialer helps in increasing the quality of data and the quality of services. It automatically dials all leads and also logs them in a call center solution. The managers can review reports to review the quality of data. If a call center does not have or use the data verification feature, then this can be a great way to filter leads, which never respond or always reach an answering machine. This way further performance of predictive dialing can be increased by removing all low quality or false data.

2. Remove repetitive jobs

Advanced call center solutions offer advanced predictive dialing feature as well. Along with predicting call pick up time of customer or lead and predicting call hang uptime of agent, it can also do some additional activities. These advanced features and characteristics of predictive dialing can keep agents free from repetitive jobs such as:

·        Dialing numbers

·        Scheduling callbacks

·        Leaving voicemail notes

·        And more

3. Increase reach and results

Predictive dialing automates the whole process of dialing lead numbers and filtering them. This increases the reach of the call center. With predictive dialing, call centers can reach more leads in a day to increase the chances of goal conversion. Moreover, as soon as an agent completes an ongoing call, the next call gets transferred to him. This helps in increasing the results. Agents do not sit idle for a moment. They are always involved in productive work, which increases results.

All in all, a predictive dialer increases the performance of a call center as well as any business using it.

Author Bio

Author works in a company, which offers call center solution Philippines, call center solution India, omnichannel call center software, hosted call center solution, contact center solution, predictive dialer, etc.

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Mike Hussain


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