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Why you should employ a predictive dialing system: I

As we all know, predictive dialing refers to a state-of-the-art pacing mode used to call a large number of customers within a short period of time. Predictive dialing system helps optimize agents’ time by reducing the idle times between connected calls and freeing agents from dialing calls. Predictive dialing gathers statistics related to the duration of calls, how long it takes for calls to be answered, and how often calls are answered. The system places several calls when an agent is about to become idle.

1.Enables call blending:

Predictive dialing system can help blend calls in a call center which deals with both outbound sales and inbound customer service.  Calls can be efficiently assigned to the agents if predictive dialer and an automated call distribution system are used in combination. This system provides a provision for keeping the callers on the queue if agents are not available. It further allows the agent to pass on a message regarding the same. Thereafter, the agent can call the customer back and provide him and proceed with the query resolution.

Call blending
Call blending

2. Encourages unbiased delegation:

Predictive dialing system encourages unbaised assigning of calls such that all the available call agents have calls to attend. Since all agents on the team are expected to be equally competent professionally to handle any call, so, equal opportunities are given to all of them. Also, this eliminates the chances of the agent ignoring a call.

Calls assigned to agents
Calls assigned to agents

3. Allows call monitoring:

Employing a predictive dialing system means, it is possible to monitor the performance of agents through the integrated call monitoring and recording interfaces. In addition to this, these systems also include in-built reporting tools that allow the managers to extract the performance reports of each agent. Based upon these reports, agents can be provided with adequate training in order to improve the agents’ call handling skills and hence deliver an exceptional customer service.

Call monitoring
Call monitoring

 

 

 

 

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Your guide to predictive dialing system

Predictive dialing refers to a state-of-the-art pacing mode used to call a large number of customers within a short period of time. Predictive dialing helps optimize agents’ time by reducing the idle times between connected calls and freeing agents from dialing calls. Predictive dialing gathers statistics related to the duration of calls, how long it takes for calls to be answered, and how often calls are answered. The system places several calls when an agent is about to become idle.

The performance of predictive dialing depends upon the accuracy of the contact lists and the policies on nuisance calls. If the contact list is poor, the performance of the predictive dialing campaign may be affected negatively as agents are not connected to live contacts and are not able to do business.

Predictive dialing
Predictive dialing

A predictive dialer is a type of dialer that dials a list of telephone numbers and connects answered dials to people making calls, often referred to as agents. Using statistical algorithms, predictive dialers minimize the time that agents spend waiting between conversations while minimizing the occurrence of someone answering when no agent is available.

There are two possible sources of delay when dialing numbers one at a time:

i) Only some fraction of dials are answered. As an example, if 1 out of 3 dials is answered, a predictive dialer might dial 3 lines every time an agent becomes available.

ii) Dials that are answered take some time before being picked up. If it typically takes 10 seconds for someone to pick up, and conversations typically last 90 seconds, a predictive dialer might start dialing at 80 seconds.

Predictive dialer
Predictive dialer

Predictive dialers may either be standalone hardware devices, or they may be integrated with software with call center or contact center platforms. Dialers integrated with software perform less aggressive dialing modes, such as power, progressive, or preview dialing.

 

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All you need to know about power dialer

The term “dialer” refers to an electronic device that is connected to a telephone line to monitor the dialed numbers and alter them to seamlessly provide services that otherwise require lengthy national or international access codes to be dialed. A dialer automatically inserts and modifies the numbers depending on the time of day and country or area code dialed. This allows the user to subscribe to the service providers who offer the best rates.

Dialer
Dialer

A power dialer is defined as an automated telephone dialing system that connects prospects with agents more efficiently. It allows the agents to focus on live connections instead of manual dialing. The power dialing system automatically dials the next contacts, when an agent becomes available. With such a powerful setting, the contact center is given ultimate control over the automatic dialing rates. The power dialer is quite useful when a contact center has a small number of sales executives and a large number of prospects.

As an example, Dolphin dialer is autodialer software that enables telemarketers, sales teams, and call centers to dial a list of phone numbers automatically and completely hands-free. It basically helps them save valuable time and energy that would otherwise be wasted dialing by hand.

Power dialer
Power dialer

An agent is always available to talk to the customer in the case of power dialing. Moreover, it can be utilized for a number of campaigns like customer care follow-up calls, telemarketing etc. In order to automatically place a call to the agent, the automated dialers consider the priority and the skills of the agent.

Telemarketing
Telemarketing

The power dialer, also known as progressive dialer enables you to manually set a calls-to-agent ratio, so you can take advantage of automated dialing benefits while retaining control over dialing rates. Also, contact centers can spend more time talking to live prospects. This avoids wastage of time, leads to more sales and increases revenue growth.

Increased sales
Increased sales