subject: How Does Predictive Dialer Software Increase Productivity? [print this page] How Does Predictive Dialer Software Increase Productivity?
Predictive dialer software can have a significant impact on both the productivity of individual members of call center staff and on the productivity of the company as a whole.
Predictive dialer software is used to control the rate at which phone numbers are dialed. The software uses a series of algorithms and the data collected from previous calls made by the call center to determine how many calls it needs to place and to time them according to the availability of call center agents.
More calls are dialed by the software than there are agents at work in the call center. The predictive dialer places just enough calls to ensure maximum productivity. It calls exactly the right amount of phone numbers in order to ensure that there will be a new answered call ready to be taken by each member of staff when they finish their current call without the customers who do answer the calls having to wait before they are connected to an agent. The software has to work out how many of the calls it places are likely to be answered and it also has to monitor the activity of the call center staff in order to estimate how long it will take for them to finish their current calls.
Using predictive dialer applications in this way ensures that productivity is maximized. Staff spend their time talking to customers rather than placing calls. They never have to dial a number or wait while the phone rings to see if someone will answer. The call center staff only deal with successfully answered calls. This means that they are using their time as productively as possible.
The predictive dialer solutions also ensures that there will be as little time as possible between the end of one call and the start of another. No member of the call center staff should have to sit waiting for a new call on which to work. Ensuring that the agents in the call center do not sit idle means that they can take as many calls as possible.
Predictive dialer software can ensure that each member of the sales team is making the most productive use of their time. The overall productivity of the company is also increased because it is paying its staff to talk to customers and not to place calls or sit around waiting for a new customer to speak to. The employees are kept working hard and this means that the company is getting the best possible value for money.
