Call centers use various software and tools to speed up operations and leverage multiple other advantages. One of the most commonly used solutions in any call center is a call center solution. With technological advancements, this software also got more matured and advanced. The most popular and advanced version of this software is the intelligent call center software.
An intelligent call center solution comes with a wide array of features and one of them is predictive dialers. It is one of the auto dialers and it is considered to be the most advanced and efficient mode of auto dialing.
What is predictive dialing?
When a call center runs an outbound campaign using a predictive dialer, it is called predictive dialing. In this mode of auto dialing, predictive dialer predicts how many agents will get free and how many calls need to be dialed to get sufficient connected calls to route to available agents.
There are many advantages of predictive dialing. Thus, there are many call centers that use predictive dialing majorly to run outbound campaigns. Let me share the top 3 benefits of using predictive dialing in call centers.
1. Increase the productivity of agents
This is one of the major advantages of predictive dialing and in many call centers for this reason only call centers to use this mode of auto dialing. Unlike other auto dialers, predictive dialer gets designed and developed more intelligently in intelligent call center software. Instead of waiting to let an agent gets free to take the call, it predicts in advance when an agent will complete an ongoing call and will be ready to take the next call. Also, it predicts that to get one call connected to a human and transfer it to that agent, how many numbers from the list need to be dialed.
In a nutshell, it is very quick in predicting and it makes sure that all agents are always busy in the call center. As soon as he finishes an ongoing call, the next call is assigned to him. This way, predictive dialing increases productive hours and reduces the time agents might be wasting while waiting to get the next call.
2. Reach all numbers in the list multiple times
Generally, in a call center, there are hundreds of numbers that need to be dialed and give them the required message. This message needs to reach to all leads at the time and for that call centers need an intelligent call center software with predictive dialing functionality. It makes sure that agents are always on the call and no time gets wasted. This way, it can quickly finish the lead list and even go through it multiple times, if needed.
3. Increase ROI
As mentioned in earlier two benefits of predictive dialing, it maximizes agents’ productivity and each lead can be reached multiple times to entice them. This helps in increasing work and goal conversion. On the other hand, expenses are in control. Thus, predictive dialing in call center helps them increase revenues and reduce expenses, which means increased returns over investment (ROI).
Author works in a company that offers mobile SIP dialer, intelligent call center software, PC dialer, and many other solutions. The company also offers wearable app development, augmented reality app programming, etc.