subject: The Predictive Dialer Software [print this page] The Predictive Dialer Software The Predictive Dialer Software
A predictive dialer can be referred to as a telephone system that is computerized. It is basically designed for call centers to allow customer care and sales agents to connect with potential customers automatically with the help of software. During the 1990s when the industry of Computer Telephony Integration was founded, many inventions were made. New technologies were introduced. Auto dialer software and associated applications were one of them. These were created in a fashion to facilitate user to dial numbers robotically. This was a great help for hard working call center agents who waited for the following customer connected.
Today, the trend has changed. Invention of predictive dialer is a step ahead of the traditional auto dialer applications. This is because predictive dialers use algorithms to assess call related statistics and presentation of call center agents. This also predicted the availability of next call center agent. This also kept close tabs on potential of agents to connect to potential customers. The basic goal in this regard was to reduce idle time as far as possible and achieve more sales.
Working of predictive dialer software:
First and foremost, a list comprising of telephone numbers to call is finalized. It is thereafter loaded into the software from database. This allows the system to make calls and gather statistics in order to predict and enhance efficiency.
The predictive dialer software will keep close watch on crucial things such as answering statistics, statistics related to call period of call center agent. It finally settles on a ratio of 'call-to-available call center agent'. This falls in the rage of "1.5:1". Sometimes, it may also range "2:1".
Here is an overview to some of the call statistics collected by predictive dialer software to optimize the above stated ratio:
- The actual number phone line availability
- Connection rates of calls at present. This indicates exact prospects of answered calls against unanswered, busy, fax, network dropped and voicemails.
- Average rates of call connection in the current past. This is also calculated using day and exact time period of day.
- Average time for call connection per agent. This also includes time required for average conversation in conjunction with average time required to feed in appropriate data.
- Exact geographic site the call was made to or received from.
Predictive dialer software is quite beneficial for call center owners to ensure the efficiency of their employees.
