Since the introduction of predictive dialers, they have risen to popularity and now stand amongst some of the best tools at the disposal of a call center. The predictive dialer has the ability to dial multiple phone numbers and transfer the phone calls that are resulted in an actual reply to the next line that is available to attend it. Instead of having agents sit there and physically dial each number until they find one that responds, the predictive dialer can easily dial numerous number in a short length of time and only transfer the good ones to the first available agent. This does not save an agents/employees time but also ends in a productive and efficient call center. Now, in theory, it all sounds great and for the most part, it is. But there are things that you should watch out for, as with almost anything, the predictive dialer has its pros and cons, some definite Dos and Don’ts that businesses should follow.
Firstly, you need to understand that there are different types of predictive dialer systems available in the market. A few of them might be integrated into your Private Branch Exchange (PBX) system or some others might operate completely independently. Figuring out which predictive dialer to choose from can be a challenging task and also require a thorough knowledge of your call processing system and regulatory and business requirements. You need to make sure that you are getting the right features and the legal compliance you need. A common issue that has been associated with predictive dialers is that of spam phone calls, so there are a few laws in place to limits what they can and cannot do. Although these laws have evolved over the last decade to keep up with the latest challenges and hurdles presented by increasingly evolving communication technology.
Secondly, you have to careful not to confuse the more advanced predictive dialer with the older auto dialer. An autodialer, it only dials a random number automatically when an agent is idle. But in the case of the more advanced predictive dialer, it predicts the availability of agents and accordingly increases or decreases the number of calls it makes. It uses a range of complex algorithms to predict the agent’s status (busy or idle), whether the call is answered and then deciding to make a call as agents become available. Not only this but predictive dialers have the ability to monitor the calls it makes before transferring it to an agent, depending on the response. The predictive dialer does not forward, and eliminates, any calls that are busy, unanswered or receive silence and are answered by any auto-response system like answering machines or fax machines and etc. The only calls it transfers to available waiting agents are calls that are answered by real, live people. This helps agents avoid wasting time on unanswered calls or failed calls. Predictive dialer software dials four lines every time an agent is available, increasing the time an agent spends working rather than sitting around and waiting.
Predictive dialers are an important aspect of a call center. Purchasing the right one that fits your needs and requirements can drastically cut down on wasted time and increase efficiency. They are certainly worth using, as long as the businesses know what they are getting into.