It is one of the auto dialers available in the modern call center software. The auto dialers automatically dial numbers for a campaign from the lead list.
Predictive dialer is an automated dialer that predicts in advance the exact moment an agent in the call center will be available to take the next call, plus, it predicts how many numbers should be dialed to connect to the real lead. The predictive dialer holds the ability to detect answering machines, voicemails, etc. It skips no answer calls, busy signals, disconnected numbers, answering machines, and voicemails. It only routes the right calls to the agents.
The predictive dialer uses AI-driven predictive technology to detect the right ratio, which minimizes abandoned calls and maximizes agent productivity.
These are predictive dialers with additional functionality and AI-driven technology Along with following the predictive dialing; the smart predictive dialers also perform additional actions. It plays pre-recorded voice messages to all the leads that attend the calls; it can also receive input from the connected lead, and continue based on their actions.
The smart predictive dialer is even more sales-driven. Instead of the “push” strategy, it follows the “pull” strategy, which can potentially direct to better results.
The principle behind the predictive dialing logic of a predictive dialer is that the call center dialer begins by dialing one entry per each agent that will get free soon. Based on the numbers, it predicts how many leads need to be dialed per agent to maximize their productivity.
The dialer detects voicemails, IVR, and answering machines, filters them out, and connects agents with calls that connect with the humans.
Fundamentally, a predictive dialer can be hardware-based or software-based. The hardware-based predictive dialing is outdated as it is quite expensive to install and maintain. Also, it uses traditional telephony, so it does not give all the benefits available with the call center software. Here, we are referring to the predictive dialer available in the latest call center solutions.
Here the predictive dialing ratio is calculated by the system itself. It also adjusts the dialing ratio.
How it works?
Here the predictive dialing ratio is specified to the supervisor/admin manually. The system follows the ratio set by the supervisor/admin.
How it works?
With a predictive dialer, agents spend time on calls instead of manually dialing numbers, waiting on dial tones, followed by a ringing tone, etc. With the use of this type of auto dialer, agents are always connected with live calls only. As soon as an ongoing call is finished, the system connects the customer to the agent.
This dialing mode identifies and skips fake numbers, answering machines, and busy numbers ensuring agents spend most of their time productively. They can easily make 300% more calls each day.
An efficient auto dialer determines key performance indicators (KPI) of a call center. Following are the metrics that can be augmented with the implementation of the predictive dialing:
ACR is a computational evaluation of the number of lost calls (abandoned by the prospect) while waiting to get connected with an agent. The predictive dialer controls the maximum abandoned call rate and decreases dialing speed when needed.
ACD is the average time of a real conversation between the customer and an agent. It is the speaking time except for pre-call preparation or post-call disposition and wrapping up. To determine ACD, the system divides the duration of all answered calls by the total number of answered calls.
AAD is the average time that a lead waits before hanging up when there’s no answer from an agent during an outbound call. Given that you have sufficient agents, the predictive dialer will connect the leads with agents immediately, which will certainly decrease delays.
This is the average time a lead waits in a call queue till one’s issue is not resolved by an agent. Average wait time in outbound campaigns is an important dialing optimization factor used to lessen the wait time of the agent between calls and reduce answer delays.
This is a percentage of favorably answered calls from total dialing tries (“seizures”). To determine ASR, divide successfully answered calls by the total number of dialing attempts and multiply by 100.
User occupancy or agent occupancy is the percentage of time an agent invests on calls versus idle time (waiting for calls to arrive). User occupancy is determined by dividing total working hours by agent hours.
The predictive dialer is a valuable and highly efficient outbound dialer for call centers and businesses of all sizes and industry verticals that can assist in achieving many benefits. Almost all businesses can get benefited by using it and some of them are: