A predictive dialer is a crucial system in the telephony industry, frequently used in call centers. Modern systems are typically pieces of software that can be used to quickly dial multiple preset numbers simultaneously. Before such systems existed, each number had to be dialed one at a time, manually, by call center agents. Needless to say, predictive dialers save a great deal of time as well as monotonous labor, so the agent is freed up to work more efficiently.
Predictive dialers are superior to power and auto-dialers because they’re able to dial multiple contacts on multiple lines at the same time. Other types of dialers generally have to call each number in the sequence. Other dialers will generally perform a predetermined action based on the result of the call (answer, voicemail, no answer, etc.), which can be time-consuming. But predictive dialers automatically connect the call to a live agent as soon as the call is answered.
The number of calls predictive dialers can handle at once can make them more efficient than other methods, and prospective customers are more likely to stay on the line with a live agent than with an automated system. Predictive dialers can lead to great increases in efficiency and conversions for businesses that rely on phone calls, though you should be aware of some limitations.
Customer experience
Likely the greatest limitation of a predictive dialer is the delay between the answer and the call is transferred to the agent. The prospective customer is essentially on hold for a time because the predictive software has to “listen” to how a call was answered before deciding how to proceed. This can tip off the prospective customers to the use of technology, and they may hang up to avoid a telemarketer. This is especially true if the wait is long because no agents are available, and this will not bode well for the call, even if it continues.
Generally speaking, predictive dialers are considered best used when at least three agents are available to take incoming calls, but more agents may be required for high-volume times.
Legal issues
While predictive dialing software is perfectly legal, some FCC guidelines do exist, and they’ve been getting harsher in recent years. It’s now illegal for dropped calls to exceed 3% of an organization’s total calls, so improper use of predictive dialers could lead to liability. Fines up to $16,000 per violation can be inflicted upon the offending organization regardless of size or number of calls. Luckily, modern predictive dialing software can be automatically updated to ensure compliance with any new or updated laws and regulations.
Integration with other software
Predictive dialers themselves are a great addition to any business, and they can be easily integrated with other software and features to improve any call center software. Contact centers are evolving with digital methods, and cloud-based packages are starting to offer more than just help with making calls. Software solutions can also include ways to make it easier for supervisors to study customer and agent data, increase agent performance, and adapt to customer expectations.
Digital conversions aren’t instant, and they don’t often come easy, however. In fact, many companies are still falling behind when it comes to digital transformations. The reasons for this could include budgetary issues or the generational divide. Older managers and employees tend to view digital conversions as less important to their businesses than younger workers when surveyed. Regardless, telephony software will certainly continue to advance at a rapid pace, especially with the advancements in AI technology, and reaching leads will become more efficient than ever.
