Running a call center comes with many costs. A large part of any call center budget is the time that your agents spend on the clock (and on the phone). Every second that your agents spends dialing a number with no live caller at the other end is wasted time, and that time costs your call center money. Predictive dialer software can help your contact center agents spend more time on the phone with live prospects that generate revenue for your business.
But, predictive dialer software may not be the best solution for every call center. In this post, we’ll talk about some of key benefits of predictive dialers, and how to tell if your contact center needs one.
What Is Predictive Dialer Software?
First, let’s review the basics. Predictive dialer software is a contact center application that predicts when agents will become available, and automatically begins dialing new numbers. Pulling from a list of customer-generated phone numbers, the dialer filters out calls that reach voicemail, disconnected lines, fax machines, and busy signals. Predictive dialer software only connects a call to an available agent when there is a live caller on the line.
Predictive dialer software filters out these unproductive calls with an algorithm that is set to detect when a live caller will answer the line. The system automatically dials groups of numbers and directs only the live calls to an available agent.
Benefits of Predictive Dialer Software
Predictive dialer software is popular with many call centers for many reasons. Some of the biggest benefits of cloud-based predictive dialers include:
Enhanced Agent Productivity
Eliminating unproductive calls allows agents to spend more time connecting with actual clients. No agent will ever be left idle. Ultimately, this will increase sales and revenue. Also, since the system automatically places the calls for agents, they have the ability to handle more calls in less time.
Predictive dialer software allows users to easily add or remove agents, lists of numbers, and campaigns. This is key to companies who plan to expand and need the capability to do so with ease.
Customizable Rules and Lists
The ability for each user to set up customized campaigns and calling groups is a benefit that makes this software highly attractive. You can set your dialer to call one specific group of numbers at one hour, and then switch to a new group at a different time.
Who Uses Predictive Dialer Software?
Predictive dialer software can be valuable to businesses and contact centers of all sizes. Typically, outbound contact centers, schools, debt collectors, campaign services and doctors’ offices benefit the most from this tool. These types of environments experience a high volume of call traffic and thus find it beneficial for maximizing efficiency and productivity. Due to the customizability of this software, it can serve a variety of purposes such as:
- Announcements and reminders
- Outbound sales campaigns
- Surveys and polls
- Debt tracking and collection
- And more
Is Predictive Dialer Software Right for Your Contact Center?
Reaching disconnected numbers and answering machines all day can drastically hinder agent productivity, especially for outbound contact centers. That’s why predictive dialer software has become an attractive option for today’s businesses. To determine if a cloud predictive dialer could benefit your contact center, ask yourself the following questions:
- Does my business need to communicate important alerts or reminders with large numbers of contacts at once?
- Do my agents spend more time dialing numbers than they do on the phone with live prospects?
- Do I need to be able to create and run multiple calling campaigns at the same time?
If you answered yes to any of these questions, a predictive dialer may be able to help your business increase productivity.
Have questions? Talk to an AVOXI specialist to learn more about predictive dialers.