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Power Dialer vs Predictive Dialer

by Cheena,on May 30,2020

For Call Centers, outbound marketing strategies are an opportunity to grow a loyal and satisfied customer base. The dialing mode must be adapted to the organizations 's market niche and business goals. There are two most important dialer : Power Dialer and Predictive Dialer.

Learn more about power dialer and predictive dialer, so you can determine which is most suitable for your business needs.

Power Dialer
The Power Dialer system, dials contacts while there are agents available to answer calls in the campaign. This means that as the agents became available, the dialer will make calls until it connects one with an available agent. This dialer also avoids giving the agent calls that are busy, not answered or not existing, so it delivers only calls that are actually answered. 
Power dialer is used by live agents to call a list, it dials number one after another. Once the call is picked by a prospect, the power dialer will connect the call to the next free agent. If the number is busy, disconnected or no answer, the power dialer will move to the next call. 

Predictive Dialer
Predictive dialer gives you the ability to connect with thousands of viable customers while filtering out the busy, disconnected, no answer, and voicemail calls.
Predictive dialer software calls a list on multiple lines at the same time. It has the ability to calculate when an agent is likely to be free for the next call and when a person/customer is most likely to pick-up the call. Predictive dialers are used for medium or large telephone lists on multiple lines simultaneously. 

Which one is good for call centers? 
Predictive dialers work best in a call-center environment where there are about 15 agents or more available to take calls. This is because the dialer is constantly making calls and then transferring them to an available agent. If all the agents are already on calls, the dialer would drop a call and it would be counted towards the abandonment rate. The more agents in a call center, the more effective a predictive dialer would be.
Generally, predictive dialers are used for business-to-consumer calling while power dialers are used for both business-to-consumer and business-to-business calls. Predictive dialers are generally not used for business-to-business calling.

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