Why Are Predictive Dialers Indispensable

If you are asking yourself 'what is a predictive dialer

, you are not along. It's considered a call center industry term but I'd be willing to bet you have interacted with a few in your lifetime without knowing it. Predictive dialers are computerized systems that automatically dial list of phone numbers and connects each call to a call center agent. These predictive dialers are often used for outbound call center services like telemarketing, after sales surveys, or market research. The interesting facet of the technology is that it is programmed to predict when an agent is ready to answer a call which in theory optimizes your outbound workforce by alleviating any downtime.

The predictive dialer saves a lot of time and is also cost effective. They help the call center agents to increase the number of live connections. If you have also heard the term 'auto dialer' and think a predictive dialer is the same thing, you are wrong. Though they both act on the basic principle of automated outbound dialing, the predictive dialer only connects the calls to agents who are able to answer the calls. The dialer saves the agents from waiting on the line during long ring times, busy connections, or hanging on the phone even though a call has been dropped.

The brain of the technology is the ability to predict the average time needed for the calls to be answered and the availability of the agents to answer the call. It also performs the additional task of learning the average call length and anticipates the availability of the agent. It accordingly speeds up or slows down the dialing rate according to the necessity. It auto dials algorithmically by adjusting the pace of calls in such away that if a live connection is reached, the chances of connection to that party is maximized. All calls are monitored by the dialer and unsuccessful and unanswered calls are discarded.

Predictive dialers are nothing but desktop computers that are fitted with a special telephony voice boards or voice modems. The new technological improvements in the computer world made it possible for many of the telephony board features to be implemented in the software. This feature is cost effective and versatile. The voice modem also offers the advantage of converting your laptop into an autodialing system.

Nowadays, especially in the United States, call centers need to comply with a number of legal restrictions like Federal Trade Commission regulations such as the 'Do Not Call List'. Call centers should incorporate a reliable and durable predictive dialing system that complies with all legal rules and regulations of the country and all systems today have the ability to upload a suppression list which will bleed your list against any DNC master list thus making the whole setup fully regulatory compliant.

Call centers use the latest technological innovations like open dialing platforms to increase their productivity. This takes the benefits of the predictive dialer even further. Predictive dialers work alongside important and indispensable call center equipment like VOIP Gateways, PBXs, ACDs, Digital Recording to ensure more productivity and efficiency. Overall performance of the call center agents in dealing with inbound and outbound telephone calls is improved and the call center as a whole performs better.

If predictive dialer software is used efficiently then it will result in a new live call for each call center sales agent every 5-8 seconds. This can inadvertently increase the agents productivity to about 60% and more. Newer software versions can even manage time zones and integrate a "Do not call list." These versatile features of the software make the efficiency of the predictive dialer even more complete. The latest predictive dialers will permit you to set 5 different dialing modes that match with your objective.

The advantage of predictive dialers greatly outweighs its cost. It helps you to stay in contact your prospects and important clientele and can even be used in promotional offers by sending SMS or a prerecorded message. So with the use of these versatile machines there is no more wasting operator time waiting for their next task.

by: VeronicaIsaac

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