Importance Of Predictive Dialer Software

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A Predictive Dialer is a telephone control system that automatically calls a list of telephone numbers in sequence, screening out no-answers, busy signals, answering machines and disconnected numbers while predicting at what point a human caller will be able to handle the next call. Predictive dialers are commonly used for telemarketing, surveys, appointment confirmation, payment collection and service follow-ups. Sellers of predictive dialer systems claim that they greatly increase caller productivity. The phone calls you receive from "no one there" are often predictive dialer calls in which a manual caller isn't ready yet.

Not to be confused with an automatic dialer, a predictive dialer is programmed to predict when a human caller is available to pick up a call. Predictive dialers can also measure the number of available agents, available lines,average handle time and other factors to adjust outbound calls accordingly. This measurement delivers a high level of mathematically efficientcy to use in call centers. A related system is a lead generator, which dials a list of telephone ...
... numbers and, when a live voice answers, delivers a recorded message.

Predictive Dialer help in doubling the sales per hour per agent. A 50% increase in sales could give a 100% increase in profits.

The system predicts when agents will finish the current call, and the system will dial out another phone line while agents are still talking to customers. The phone call is passed to an agent instantly after a customer picks up the phone. It takes 30 seconds to manually dial a phone number and let it ring four times. If the customer doesn't answer the agent has to remember this and call the customer later.

But with a dialer, detection of disconnected phone numbers, or fax machines and passing only live calls saves a lot of agents time. The system allows the agent to talk to at least two people in the same time it takes to manually dial and reach one person and agent productivity increases by 150% to 400%.

Predictive Dialer help in saving management time too. The program maintains do not call lists, organizes data like sales, leads, call-backs etc. This can help agents to decide which times of day work best to call, finding the best lead etc.

Predictive Dialer help control leads . Once a number has been called by the system, it will remember what time the call was placed, outcome of the call, and will not call the customer again until asked to.

If the customer asks not to be called again, the agent can select the disposition code of do not call and the dialer will add it to the do-not-call list so that it can't be called again. If the customer asks to be called back later, the agent selects the time for the call back to be made. At the preselected time, the system will display the customer's information as well as any notes taken for reference during the conversation.

Predictive Dialer give a real-time feedback and the manager can monitor and maintain optimum performance and productivity.

The real-time displays give information about inbound queues, current status and statistics, dialer statistics, and list performance. It helps to identify agents who have exceeded preset goals, monitor and train an agent for immediate corrective action and feedback.

Predictive dialing removes the remedial tasks of manual dialing and frustration on not achieving the target calls and figures. It boosts the agent morale.