The contact centers these days run a number of outbound campaigns simultaneously. The large-scale outbound calling campaigns require contact centers to connect with a large number of customers and prospects in a short amount of time. No call center can run outbound calling campaigns efficiently without providing agents with auto dialers.
The call centers have the option to provide agents with different types of auto dialing software – preview dialers, power dialers, and predictive dialers.
Like preview and power dialers, predictive dialers dial a list of telephone numbers automatically. Also, they have the capability to detect answering machines, voicemails, busy signals, no answers, and disconnected calls intelligently.
The predictive dialers transfer the outbound call to a human agent or play a pre-recorded series of voice messages only when the call is answered in a human voice. But a predictive dialer differs from other types of auto dialer software in two important aspects dialing speed and predictive dialing algorithm.
What Makes Predictive Dialer Different from Other Types of Auto Dialers?
A preview dialer allows agents to decide when to place the next outbound call after delivering contact lists automatically. A power dialer places the next outbound call only when the agent is free or available.
Hence, both auto dialers support one-to-one calling ratio. But a predictive dialer dials multiple telephone numbers, simultaneously.
It transfers the answered call to an agent who is available to handle the next call. Many call centers leverage the feature to connect with more customers and leads in a short amount of time. At the same time, predictive dialing solution, unlike other auto dialers, determine agent availability using predictive dialing algorithm.
The data-driven prediction makes predictive dialers different and more efficient than preview and power dialers.
The algorithm makes the auto dialer software determine when an agent will be available to handle the next call based on a myriad of important factors – number of available agents, average talk time, average volume of inbound calls, average contact rate per campaign, number of calls currently in the queue and average wrap-up time.
Hence, the predictive dialer places the next outbound call before an agent wraps up the current call.
Many call centers leverage these features to boost customer-agent connection by reducing agent idle time and call waiting time. The call centers even have the option to customize cloud-hosted predictive dialers according to the precise needs of outbound campaigns.
The manager can expedite outbound calling campaigns by controlling the dialing rate and dialing time. The customizable and scalable nature of cloud-hosted predictive dialers makes them an integral part of new-age contact centers.
How to Set Up a Predictive Dialer?
The predictive dialers can be either hardware-based or cloud-hosted. The hardware-based auto dialers, cloud-hosted predictive dialers run on an offsite infrastructure which is both provided and managed by the cloud telephony service providers.
The call centers can reduce both infrastructural and operational cost by accessing the software over the internet based on a pay-as-you-use pricing model.
The cloud-hosted predictive dialing systems are easier to set up, use, customize, and scale than conventional auto dialers. Most call centers these days opt for cloud-hosted predictive dialer software to run outbound marketing campaigns efficiently without increasing overheads.
The administrator can set up a cloud-hosted predictive dialer in 3 to 6 hours by following some simple steps.
The configuration options provided by the cloud telephony service provider further allow the administrator to configure the auto dialer software according to precise campaign needs. The administrator can use these configuration options to create caller ID name, caller ID number, working hours, dial rate, call hold time, and an answering machine.
Likewise, he or she can enable call monitoring and recording by selecting appropriate options. The administrator can further customize the auto dialer by changing the options without any hassle and delay. These configuration options make cloud-hosted predictive dialer easier to set up and use than conventional outbound dialers.
How does a Predictive Dialer Work?
As mentioned earlier, predictive dialers dial multiple telephone numbers at a time. Also, they ensure the outbound call is answered by a real person by filtering answering machines, voicemails, busy signals, disconnected calls, and no answers.
When the outbound call is answered by a real person, the auto dialer software either plays a pre-recorded voice message or transfer the call to a live agent based on the needs of an outbound calling campaign.
Understanding Normal Workflow of a Predictive Dialer
- The auto dialer starts dialing the telephone number of customers and leads as the agents start working.
- Along with dialing numbers, the predictive dialer keeps detecting answering machines, voicemails, busy signals, disconnected calls, and no answers.
- It hangs up the call automatically if the call is not answered by a live person.
- In case the call is answered by a real person, the auto dialer software either plays the pre-recorded campaign message or transfers the call to a live agent.
- After transferring a call to a live agent, the predictive dialer system display information about call on the agent’s screen clearly and elaborately.
However, the calling patterns of the predictive dialer solution may differ according to the configuration options selected by the administrator.
The sophisticated predictive dialers are built with the capability to adjust calling patterns automatically based on a number of factors – number of agents using the software, average talk time length, percentage of calls answered by real persons, average hold time, average call abandonment time and average number of rings.
How Predictive Dialers Help Call Centers to Run Multiple Outbound Campaigns?
In addition to increasing customer connections and agent productivity, the cloud-hosted predictive dialers come with several features to help call centers run multiple outbound calling campaigns efficiently and simultaneously.
The robust features contribute immensely toward enhancing the predictive dialer system’s functionality and performance.
Call Transfer Options
Unlike conventional predictive dialer systems, cloud-hosted predictive dialer software enables call centers to run outbound marketing campaigns without investing in specific equipment. They are compatible with a wide variety of telecommunication devices including landline phones, mobile phones, and softphones.
The users even have the option to transfer the outbound calls to various devices seamlessly.
In addition to simplifying contact list management, the cloud-hosted predictive dialers come with dashboards which are both interactive and user-friendly. The call center managers can use the dashboard to set up new outbound campaigns, check ongoing campaigns, and view contact list.
The dashboard further helps managers to monitor the performance of ongoing calling campaigns based on call history, dialing sessions, answers calls, and calls routed to voicemails.
Contact List Management
The new age predictive dialers make it easier for telemarketers to increase sale conversion and manage leads by managing contact list. The campaign managers can use the uploading tool provided by the software to import contacts from varied sources including spreadsheets and databases.
Also, they can leverage the contact list management features provided by the auto dialer to keep information about customers and lead up-to-date.
DND/DNC List Filtering
Many customers active do not call (DNC) or do not disturb (DND) with the intention to avoid receiving commercial or promotional calls. The call centers may be subject to penalty up to $40000 for making telemarketing calls to a customer who has activated DND or DNC.
The cloud-hosted predictive dialers help agents to make no call to a number included in the National DNC Registry by performing DND list filtering automatically. The feature helps call centers to save time and resources to making no call to unproductive numbers.
Most businesses these days use customer relationship management (CRM) system to manage customer information and streamline customer interaction efficiently. The users can easily integrate the cloud-based predictive dialer system with their existing CRM systems using application programming interfaces (APIs).
The integration makes it easier for call centers to keep customer information up-to-date and enable agents to access updated customer information.
Time Zone Management
The features provided by new-age predictive dialing solutions help call centers run multiple outbound calling campaigns simultaneously. The users have the option to scale up the cloud-based auto dialer software on demand according to the scale of campaign or number of contacts.
Also, predictive dialers help to boost sales conversion by calling customers and leads at the most appropriate time by adjusting the time zone for every campaign automatically.
Live Call Monitoring
The cloud-hosted predictive dialers enable supervisors or managers to listen to the ongoing conversation between an agent and a customer. The managers can use the call monitoring feature provided by the auto dialer software to listen to live call without disturbing the ongoing interaction.
Many managers leverage the features to boost agent performance by providing on-time coaching and sharing real-time feedback.
In addition to facilitating live call recording, cloud-based predictive dialers record every outgoing call. In addition to recording calls in HD audio format, they store the audio files in the cloud.
Hence, the managers can easily access the call recording in the future for a number of purposes – reviewing agent performance, assessing call quality, resolving customer disputes and meeting compliance requirements.
Many call centers these days leverage cloud-hosted predictive dialers to manage and monitor outbound campaigns of varying types and scales. The managers can monitor and evaluate the performance of an outbound campaign by generating reports based on real-time data.
The reports further help managers to assess agent efficiency and call center performance by providing informational insights and statistics.
Dialing Speed Customization
As noted earlier, the auto dialers decide agent availability using predictive dialing algorithm. The predictive dialers speculate agent availability based on a variety of factors. But they sometimes place outbound calls when no agent is available to handle the call.
The cloud-hosted predictive dialers help managers to reduce call drops and call abandonment by controlling the dialing rate according to available number of agents and scale of individual outbound campaigns.
Overall, a predictive dialer is more effective than other forms of auto dialer software in increasing customer-agent connection. In addition to dialing multiple numbers simultaneously, the predictive dialing system decides the right time to place outbound calls using statistical algorithms.
The statistical algorithms make predictive dialers effective in running large-scale outbound calling campaigns. However, the call center must choose the predictive dialer that comes with robust features to simplify outbound campaign management.