What is a Predictive Dialer?
A predictive dialer is a telephony system that allows making multiple simultaneous automated calls from a list of phone numbers or contacts, until detecting a connection or answered call and then transferring it to an available agent. The predictive dialer is also known in the contact center world as a speed dialer. Implementing a predictive dialer will help considerably increase agent efficiency.
How Does a Predictive Dialer Work?
A predictive dialer uses complex dialing algorithms to determine the exact moment when an agent is available to answer a call, as well as to determine how quickly they respond to a call. The predictive dialer, as its name suggests, is able to predict when an agent will be free to take the next call. Predictive dialers use statistics to determine these behaviors, so there are normally many more calls than available agents and if a call center is busy, the predictive dialer will slow down or stop its progress through a call queue and starts filtering busy signals, voicemails, unanswered calls, disconnected numbers, etc.
Why Use a Predictive Dialer?
Predictive dialers help save agent time because they free them from having to manually dial lists of numbers, as well as wait time for potential customers to answer calls. For this reason, predictive dialers are time’s best friends and time is a very important factor when it comes to sales. A Predictive Dialer achieves more productive use of agent time and solves the problem of downtime through automation of repetitive manual tasks such as automatic dialing, scheduling, notifications, contact list organization, among others, which will help you and your agents.
Features of Your Predictive Dialer
VoiceToPhone’s predictive dialer offers many features that enhance agent experiences. Below we mention the most important ones:
- Voicemail Detection: The predictive dialer must be able to differentiate human voice from machine-generated voice.
- Do Not Call Management (DNC): The predictive dialer is able to restrict calls to specific numbers that are added to a DNC list.
- Campaign and List Management: The predictive dialer must allow optimization and quick management of contact lists in each campaign.
- DID Numbers: The predictive dialer must allow the use of different DID identifiers to improve the response rate of telephone campaigns.
- Live Listening: With just one click, the predictive dialer is able to supervise or listen to calls at any time in order to improve agent performance.
- Analytics: The predictive dialer allows obtaining detailed call information as well as agent performance.
How to Create a Predictive Dialing Campaign with VoiceToPhone?
With VoiceToPhone’s predictive dialer you can create campaigns in just 4 steps:
- Select Campaign
- Upload Contact List
- Customize Your Campaign
- Launch Campaign
Benefits of the Predictive Dialer
A predictive dialer as a dialing mode offers several benefits. Below we mention the most important ones:
Increases Agent Productivity
Our Predictive Dialer will help your agents make more calls, avoiding them dedicating time to other less valuable tasks like searching for numbers and dialing them. The Predictive Dialer also prevents the agent from wasting time waiting for calls to be answered, listening to voicemails, and busy tones. With a predictive dialer, many more effective calls are made in less time and this ultimately translates into increased productivity.
Increased Sales and Decreased Costs
The predictive dialer is a friend of sales. The more calls made, the more possibility there is to close sales. A predictive dialer will also allow agents to make the most of their time closing deals, therefore the company will have higher returns by hiring more productive agents and eliminating the need for excess staff, which leads to cost reduction. Additionally, cloud-hosted predictive dialers offer the flexibility companies need to use what is most efficient and this also helps reduce costs.
Improves Customer Satisfaction
The predictive dialer makes the most of the resources it has and guarantees a better customer experience. A predictive dialer manages to make calls at the right time so that there is more possibility that the customer answers the call and thus guarantees a fruitful conversation. Cloud-hosted predictive dialers have options that allow agents to filter and add scripts to their conversations, ensuring that the customer is provided with a personalized experience thus improving customer satisfaction.
Are Predictive Dialers Illegal?
No, the use of predictive dialers is not illegal as long as they have features that comply with regulations in some countries that are established to protect consumers. The best known currently are TCPA and TPS/CTPS, which are regulatory authorities in the United States and the United Kingdom respectively. Improper use of predictive dialers could negatively affect called contacts, as well as the use of poorly programmed dialing speeds that could affect agent motivation and rapid burnout, causing a high turnover rate.