Predictive dialers- are they right for you?

If you are looking for a dialer system that uses live agents to deliver messages with live presentation and dialog, the predictive dialer may be right for you.

The predictive dialer is a computerized system that will automatically dial a list of names programmed in to the system. When a connection is established, it will connect to the agent assigned to sales or other campaigns. These dialer systems are widely used in call center environments.

The reason for the name predictive dialer is the actions the dialer exhibits when it has more call attempts (dials) outstanding than it has agents taking the calls. Basically, matching the forecast of number of available agents vs. the number of available called parties. Thus, increasing productivity largely in dialing rates and agents, leaving out the prospect of human error.

The predictive dialer will weed out unwanted calls. Calls like busy signal, no answer or answering machines. This is not only time consuming for the average agent but also a time for the agent to lose focus and waste company time. So again you need to ask yourself is the predictive dialer right for you. If so what type of predictive dialer will be the most beneficial for your business needs?

There are a few types of predictive dialer. Reviewing your company needs will help you determine wish predictive dialer you would be looking for.

First the software only dialer, which uses ISDN messaging, or a CTI link to show call progress analysis for calls that each agent has made. These are generally cheaper because they do not require expensive equipment, though this does result in less functionality, particularly when it comes to answering machines and dead calls.

Second are the hardware dialer, which use a dedicated telephony switch to perform call progress tracking and analysis. Also this makes it possible to detect answering machines and dead calls. Those switches have two main types of connections, the agent audio connection and the external audio.

Third is the smart predictive dialer. Theses combine with voice broadcasting with phone agents who are prepared to handle calls initiated by the dialer. Answering machines, busy signals, and no answer calls are processed in a manner similar to that of a normal predictive dialing system. However, when a 'live' answer is detected, the dialer plays an introductory recorded message, giving the call recipient the option to talk with an agent to complete the transaction. This message is a consistent greeting that identifies the caller, the nature of the call, and the option to speak with an agent. This process requires a more sophisticated predictive algorithm to ensure that a phone agent is available when the call recipient asks to speak with an agent.

Fourth there are the hosted predictive dialer: use the software as a service model to provide organizations and individuals with a predictive dialer capability. Typically, the only requirement for a firm to use a hosted predictive dialer system is a computer with an Internet connection and a telephone line for each agent.

Whichever predictive dialer you choose, if it is right for you, researching all the options is the way to get there.

General data to help support the decision of a predictive dialer is as follows. Roughly if a person was to manually dial 1000 calls, a large percentage of these calls will not result in a contact. Out of 1000 calls made, about 25-35% would be answered by a human. All the others would be answering machines, faxes, modems, or other electronic devices.

For call centers or businesses that need to contact a large amount of people the predictive dialer has a much higher success rate. The result is saving the company money, and increasing overall consumer contact, which will then generate a higher amount of sales.

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