Auto Dialer

Predictive Dialer for Call Centre

by Sachin Kaushik,on Wed Jun 01,2019

A predictive dialer is an outbound calling system that automatically calls from a list of telephone numbers. Like other types of auto dialers, predictive dialers call numbers automatically and can help agents screen for busy signals, voicemail, no-answers and disconnected numbers.

A predictive dialer is an automated telephone dialing system that enables call center agents to dramatically increase their number of live connections. Predictive dialers connect agents only to calls that are actually answered by people, freeing agents from the need to listen to unanswered calls, busy signals, disconnected lines, or answers from fax machines, answering machines and other automatic services.

Predictive dialers use mathematical formulas to predict both the average time it will take for phone calls to be answered and agent availability, and adjusts the dialing rate accordingly. Predictive auto dialer software learns to anticipate when agents will become available and speeds up and slows down the dialing rate accordingly. Good predictive dialers can also analyze unsuccessful calls to determine if the number needs to be called back later or requires special handling, such as a manual call by an agent.

So what sets predictive dialers apart from other automatic dialers? Their ability to utilize call metrics to predict the moment when human agents will be available to make the next call. Another distinguishing feature of predictive dialers is that they dial multiple numbers at the same time. The goal is to call the right number of leads at the right time to ensure maximum agent utilization.

How Do Predictive Dialers Work?

As the name implies, predictive dialers predict when agents will be free to take the next call and then dial numbers on the agent’s behalf. The dialer uses algorithms to surmise the exact time that an agent should be finishing up with a call and then dials another number. When working properly, predictive dialers supply agents with a steady stream of calls with little-to-no downtime.

This can save agents and telemarketers a lot of time. For example, manually dialing a number can take 30 seconds. And only one out of every three or four calls might get answered. But predictive dialers can calculate the average length of a call and the average number of dials it takes to make a connection and then optimize dialing to enable agents to seamlessly move from one call to the next.

Benefits of Predictive dialer Software

Improved Operational Efficiency

Auto dialing system implementation means No More Manual Dialing. Automated dialing system eliminates the various call constraints like misdialing, excessive wait time and call drops, affecting the operational efficiency. More connected calls results in higher agent productivity and improved operational efficiency.

Reduced Idle Time

Manual dialing leads to high agent idle time as agents have to wait until a call is connected. For every call, an agent wastes time in listening busy tones, answering machines and facing disconnected calls. Auto dialers like predictive dialer is really effective in minimizing idle time as it ensures only answered call are routed to the agents. This helps to save the agent time and allows them to attend more calls per hour.

Increased Agent Talk Time

One of the most important advantages of an auto dialer software is the significant increase in agent talk time as compared to a manual dialing scenario. With minimized idle time time and improved call connect ratio, agents spend more time talking to the prospects and customers on call. Agent talk time will increase variably from around 15-20 minutes per hour to 40-50 minutes per hour.

Better Lead Conversion Ratio

When an intelligent auto dialer solution is implemented for complex inside sales process involving high value leads, it brings agility to the outbound calling process. Auto dialers like preview dialer that provide the quick snapshot of customer’s contact details before dialing the call, helps agent to prepare before a call is connected. And with prior information at the agent’s disposal, he/she can drive personalized conversation, which helps to engage the prospect and increases the chances of lead conversion significantly.

Real-Time Monitoring and Reporting

Auto dialer software provides insights into call center operations and agent activities through customizable reports and dashboards. Real time dashboards improves call center manager’s decision making ability and helps agents to take quick actions to improve by identifying the problems in real time. Auto dialer software also give quick access to call recordings that help managers to monitor agents’ performance and ensure call quality levels.

Predictive Dialer for Call Centre

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