Nowadays, call center solutions offer multiple features to handle inbound, outbound, and blended calls. However, traditionally, the only use of this software was to make outbound calls. This is the reason this solution is known as a dialer or a call center dialer. With the advancements and innovations, various dialers got added to this software. Predictive dialer is one of the dialers available in modern call center solutions. In this article, I will shed light on what it is and what are the pros and cons of using this dialer in outbound calling campaigns.
What is a predictive dialer?
It is an auto dialer, which means it automatically picks a number from the lead list and dials it. If the call is connected to the person, it will be connected to the next available agent. If there is a busy tone, voicemail, or anything else other than a human, then the predictive dialer will dial another number from the lead list.
It is called a predictive dialer because it has the ability to predict when and how many agents will complete their ongoing calls. For example, 3 agents will complete the calls within 10 to 25 seconds. It can also predict, how many dialed numbers will be attended by a person. For example, if 10 numbers will be dialed, then 3 people will take the call within 10 to 25 seconds. Based on these predictions it dials the required leads and connects them as soon as the agent is available for the next call.
What is predictive dialing?
When a predictive dialer gets used for calling, then it is called predictive dialing.
What are the major benefits of predictive dialing?
There are many benefits of using predictive dialing in outbound calling campaigns. Some of them are briefly explained below:
As explained in the section, how predictive dialer works, as soon as an agent finishes an ongoing call, the predictive dialer passes him the next call. It means agents do not waste any time waiting for the next call. Moreover, in the advanced version of a predictive dialer, it detects answering machines, IVRs, busy tone, call disconnection tone, etc. Therefore, it skips all those calls. Agents do not need to listen to dialing, ringing, and other possible tones and waste time there. They are always busy handling calls. It means it increases productivity remarkably high.
The predictive dialer available in smart call center software and a similar version is pretty fast and accurate. Therefore, they can reach more people in a minimum time. If needed the same lead can also be reached multiple times. For example, in collection agencies, an agent often needs to connect to the same lead to ask for debt payment. Predictive dialing is really good here.
Increase goal conversion
As agents work more productively and as multiple leads are reachable with this auto dialer of a smart call center solution, goal conversion can be increased. In many cases, goal conversion is really high with this mode of dialing.
What are the top disadvantages of predictive dialer?
Increases call drop rate
As explained in what is a predictive dialer section, it dials a number even before an ongoing call gets completed. Sometimes, it happens that a customer picks up the call before agent gets available. As there is nobody available to attend the call of the customer, he is more likely to drop the call. This results in an increased call drop rate. However, in smart call center software, the predictive dialer adjusts the calling ratio as per different factors, which reduces the chances of call drops.
Author works in a leading VoIP company, which offers various call center solutions such as, virtual call center software, smart call center software, collection call center solution, etc. The company also offers services related to call center such as call center CRM integration, VICIDial customization, VICIDial WhatsApp integration, etc.