Predictive Dialer

What is Predictive Dialer? Detailed information about Predictive Dialer

Thanks to the scientific advances of the Omnichannel Contact Center system, Predictive Dialer is considered an outstanding feature that can help improve call efficiency by 200-300% and reduce Agents idle time.

1. What is Predictive Dialer?

Predictive Dialer is the way the system dials a series of outgoing calls from the list of phone numbers already created on the Call/Contact Center system.

Predictive Dialer Predictive Dialer Predictive Dialer Predictive Dialer The concept of Predictive Dialer

Predictive Dialer will automatically call a range of phone numbers and can help Agents filter out busy numbers, voicemail, unanswered and disconnected numbers.

Predictive Dialer is based on the number of agents available at time and an estimate to decide how many concurrent calls to call.

Predictive Dialer will start dialing multiple numbers even before the agent ends the current call. The goal is to call the right number of potential buyers at the right time to ensure that the agent is working and talking at maximum capacity, work efficiency will increase exponentially compared to normal calling.

2. How does Predictive Dialer work?

As the name implies, Predictive Dialer calculates when Agents are free and estimates the number of calls to be dialed on the next call and proceeds to dial.

Predictive Dialer Predictive Dialer Predictive Dialer 1 How Predictive Dialer works

The dialer uses algorithms and science to detect voicemail situations to drop, calculate calls that ca n’t be connected to the agent for a specified period of time. From there, activate the smart call regulation mechanism on the next dialing turn to avoid the risk of needing a series of inaccessible phone numbers.

When operating at capacity, Predictive Dialer provides supermarkets with stable calling system that minimizes downtime as much as possible.

3. What are the Advantages and Disadvantages of Predictive Dialer?

Predictive Dialer Predictive Dialer Predictive Dialer 2 Pros and Cons of Predictive Dialer

3.1 Advantages

As analyzed, Predictive Dialer helps reduce agent waiting time to dial, waiting time to pick up and connect to live customer ready to talk.

In addition, reasonable mechanisms help filter calls with busy tones, wrong numbers, call waiting, and even recognize answering machines (voicemail, network operators, etc.).

Predictive Dialer with lower performance than manual dialer in two points:

  • Dramatically increase the number of direct connections and time in call
  • Reduce agent idle time by next dialing even the agent is still on the current call and filtering out disconnected calls.

3.2 Disadvantages

If the supermarket uses the “robot detect” function to identify the human voice , the system will have a delay of one to three seconds before connecting the user to the available Agents.

If the user data is not cheap enough or because the number of dials is more common than the agent available on the system, sometimes there are connected calls to the user but dropped. However, with the always-updated features on Predictive Dialer, the case is improving significantly.

4. Why does Predictive Dialer increase customer contact productivity?

With the ability to improve call efficiency and reduce Agents idle time, Predictive Dialer helps increase productivity and efficiency significantly for businesses in general and Agents in particular.

Predictive Dialer Predictive Dialer Predictive Dialer 3 Increase customer contact productivity

5. Who should use the Predictive Dialer system?

The system has been proven and applied effectively for the following departments and operations:

  • Telemarketing, market research – TeleMarketing.
  • Telesales – Telesales.
  • Debt notification, debt collection – Debt Collection.
  • Verification by phone – Verification.
  • After-sales care by phone – Happy call
  • ….

6. Conclusion

Above is all the information about Predictive Dialer that we want to share with you. Hope the above article will bring you a lot of useful information. Good luck!

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