What Is Predictive Dialing? Why Use It?

By Author: mike hussain
Total Articles: 64
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Predictive dialing is one of the most used terms in call centers, telemarketing agencies, collection companies, etc. Have you ever wondered what it is?
In this article, I will share what is predictive dialing and why you should use it. You will also learn whether you need to learn predictive dialing or not.
What is predictive dialing?
A call center solution comes with a wide array of features. A predictive dialer is one of the features available in call center solutions. It is an auto dialer and it is used in running outbound calling campaigns. As the name suggests, it has an algorithm to predict when an agent will be available to take the next call. Based on the prediction, the predictive dialer can dial multiple lead numbers, so it can reach out to enough customers to pass it to the agents as soon as they get available. This form of dialing is called predictive dialing.
Who should use predictive dialing?
Any company or call center that has a massive lead database and each lead in the database needs to be reached, then predictive dialing of a call center solution can be a great functionality. Usually, ...
... the following industries use predictive dialing:
• Call centers
• Cold calling
• BPOs
• KPOs
• Telemarketing companies
• Collection agencies
Why use predictive dialing?
As mentioned earlier, a call center solution comes with an amazing range of features and each feature has its own benefits to offer. Also, there are certain reasons to use a specific feature of a call center software solution.
Let me share major reasons of using predictive dialing:
1. It saves time
As mentioned earlier, this feature of a call center dialer system dials multiple numbers to connect to multiple customers. It does not wait for an agent to show the available status before dialing the next lead. Instead of that, predictive dialing follows a rule of reaching the customer or a prospective client and connect with the customer or a prospective customer, so the agent will get the next call as soon as the existing one is completed. This saves a lot of time as agents do not sit idle waiting for the next call to get connected with them.
2. It increases productivity
While using predictive dialing, you can make sure that your agents will never stay idle until and unless they take an intentional break from the work. This feature of an advanced call center solution helps in assuring that the average talk time of agents can be increased. Also, it saves time of agents, so it can be used in contacting more customers or prospective customers. Furthermore, the predictive dialer can reach out to the same leads multiple times if needed. All these characteristics of predictive dialing assure higher productivity.
3. It increases sales and collection
As this feature of the call center software can reach out to multiple customers within the least time, it assures agents are spending their time talking to a customer. Therefore, reach increases. If reach increases, the collection, and sales increase, too.