What is a predictive voter?
A predictive dialer is an outgoing dialer that automatically calls from a list of phone numbers, much like a robodialer or autodialer. A predictive dialer automatically dials numbers until it detects a connection, then forwards the call to an active agent. call screen for busy signals, voicemail, no answer, disconnected numbers, etc.
So what sets predictive dialers apart from other auto dialers? Their ability to use call statistics to predict when human agents will be available to place the next call. This means that they synchronize their auto-dialer based on the availability of the parallel agent. If a call center is busy and many agents are talking, the predictive trainer will slow down or stop its range until it knows that agents are nearing the end of their calls.
Another distinguishing feature of predictive dialers is that they call multiple numbers at the same time. The goal is to call the right number of leads at the right time to ensure maximum agent engagement.
Predictive dialers have been around for about 30 years. They started in the banking sector and were mainly used for debt collection. And while predictive dialers started out as hardware-based solutions, many companies are now offering cloud-based predictive dialers. Hosted dialers are preferred by many businesses because they minimize initial capital expenditure and reduce IT costs. Some dialers also integrate with CRMs such as Salesforce.com to provide insight into call statistics.
How do predictive dialers work?
As the name suggests, predictive voters predict when agents are free to answer the next call, then dial the numbers in the agent’s name. The caller uses algorithms to guess the exact time an agent should end a call and then dial another number. When working well, predictive dialers provide agents with a steady stream of calls with little to no downtime.
This can save agents and sellers a lot of time. For example, manually dialing a number can take 30 seconds. And only one in three or four calls could be answered. But predictive dialers can calculate the average call duration and number of calls needed to establish a connection, then optimize dialing so agents can transition between calls seamlessly.
Who Uses Predictive Dialers?
Predictive dialers are commonly used in telemarketing, market research, debt collection, and customer service follow-up. Additionally, some lead qualifiers use predictive dialers to maximize the time they can spend on the phone with leads when prospecting for outside sales.
Since predictive dialers focus on getting as many reps on the phone as possible, they may not be effective for organizations selling high-quality items or wanting to create an exceptional customer experience because they don’t leave any time for prospecting. . For these companies, the context of a lead is key to a productive conversation, which is why predictive voting may not be the right solution.
How effective are predictive dialers?
There are several reports on the effectiveness of predictive dialers. When phone usage is a major concern, predictive dialers have been proven to deliver amazing results. A study found that predictive dialers can improve agent productivity by 200-300%
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