What is a Predictive Dialer Systems?
A predictive dialer systems, like autodialers and robodialers, is an outbound dialing system that automatically calls from a list of phone numbers.
A predictive dialer makes calls to numbers until it discovers a connection, at which point it transfers the call to a live representative. Busy signals, voicemails, no-answers, disconnected numbers, and so on are all filtered out by dialers.
So, what distinguishes predictive dialers from other autodialers? Their capacity to anticipate when human agents will be available to take the next call using call analytics.
That is, they schedule their auto-dialing to coincide with agent availability. If a call center is overburdened and several agents are on the phone, the predictive dialer will reduce or halt outreach until it detects that employees are reaching the conclusion of their calls.
Predictive dialers are further distinguished by the fact that they dial several numbers at the same time. To achieve optimum agent usage, the aim is to call the correct amount of leads at the right time.
Predictive dialers have been around for close to three decades. They first appeared in the banking business, where they were largely employed for debt collection.
While predictive dialers were once only available as hardware, several businesses now provide predictive dialer software, which is frequently hosted in the cloud.
Many businesses prefer hosted dialers because they cut IT costs and limit up-front capital expenditures. Some dialers can also interface with CRMs like Salesforce.com to provide call analytics insight.
How Do Predictive Dialers Work?
Predictive dialers systems, as the name indicates, forecast when agents will be available to accept the next call and subsequently dial numbers on their behalf.
The dialer utilizes algorithms to estimate when an agent should be finished with a call and then calls a different number. Predictive dialers, when set up correctly, provide agents with a constant stream of calls with little to no downtime.
This may save a lot of time for agents and telemarketers. Manually dialing a phone number, for example, might take up to 30 seconds. And it’s possible that only one out of every three or four calls will be answered.
Predictive dialers, on the other hand, may determine the typical length of a conversation and the average number of dials required to create a connection, and then optimize dialing to allow agents to transition from one call to the next effortlessly.
Who Uses Predictive Dialers?
Telemarketing, market research, debt collection, and customer service follow-up all employ predictive dialers. Furthermore, some lead qualifying agents employ predictive dialers to increase the amount of time they spend on the phone with leads during outbound sales prospecting.
Because predictive dialers focus on getting reps on the phone as often as possible, they may not be suitable for businesses selling high-value products or those seeking to provide a superior customer experience, as they don’t provide time for research in between dials.
For many businesses, the context of a lead is critical to having a fruitful discussion, therefore a predictive dialer may not be the best option.
How Effective Are Predictive Dialers?
Various studies have been conducted on the efficacy of predictive dialers. Predictive dialers have been demonstrated to offer substantial gains where phone use is a key issue. Predictive dialers, according to one research, may boost agent productivity by 200 to 300 percent.
Another issue is that certain predictive dialers dial many prospects at once without providing any visibility into the dialing process to inside sales personnel.
While predictive dialers can boost call volume, they don’t provide inside sales personnel as much control over lead prioritization.
There has also been a reaction against predictive dialer use, with the FCC prohibiting the use of all auto-dialers (including predictive dialers) that dial numbers without prior authorization.