Benefits of Call Center Predictive Dialers

Advantages of Using Predictive Dialer Software for Customer Care

Jun 6, 2009 Sulemana Braimah

The benefits of using predictive dialers for call center operations can be enormous. Here are the advantages of using predictive dialer software for customer care.

In the current competitive market in which the provision of satisfactory customer care and support has become inevitable requirements for business success, the use of predictive dialers can be rewarding. A predictive dialer can be described as a computerised telephone dialing system or software that characteristically has more outbound lines for connecting multiple call center or telemarketing agents.

How Do Predictive Dialers Work

Unlike basic autodialers that are set to automatically place calls for agents who may be idle, predictive dialers use a myriad of algorithms capable of predicting both the availability of an agent and a prospective customer for a successful outbound call. In an automated fashion, predictive dialer software are capable of adjusting calling patterns in a manner that ensures that agents are almost always ready to talk to a customer at the exact time he or she (the customer) will be answering a call placed on his or her phone by the dialing system.

Robust dialer software calculate and stores average phone call length, average number of rings before customers answer phone calls, the percentage of dialed phone calls that are answered by prospects, number of agents that can use the system at the same time and the average call abandonment rate.

With the stored data, predictive dialers are then able to discard busy numbers, disconnected phone lines, unanswered calls, as well as automated answers from fax and answering machines. Good dialer software therefore frees agents from the task of manually dialing telephone numbers, listening to ring tones as well as time spent on unanswered or unsuccessful calls.

Benefits of Using a Predictive Dialer

A major benefit offered by predictive dialers is quality customer care at a relatively lower cost. Susan Campbell, contributing editor of technology marketing giant, TMCnet, said in an article titled: “Back to Basics: the Benefits of a Predictive Dialer,” that, “one of the basic applications used in the call center to control cost is the predictive dialer.” Not only do they also ensure cost effective customer care, they also help to increase productivity. Oracle, a provider of predictive dialer systems, says the use of the telesales facility can increase productivity by 70%.

According to Campbell’s article published on TMCnet’s website on November 28, 2007, when a company has a robust predictive dialer in place, “the call center has the ability to increase sales by as much as double per hour for each agent.” This is made possible as the software is capable of doing away with all the time that a call center agent would spend manually dialing a number and waiting for a call to be answered. The system ensures that agents spend their time actually selling or making productive outbound calls.

With a capacity to predict the best time to dial a number through a complex algorithm, predictive dialer software ensure that call center agents agents talk to as many prospects as possible. Through its data winnowing capacity, the software is also able to avoid dialing state or federal do-not-call lists thus helping to offset telesales legal issues. The software also offer managers a better way of controlling agents by providing statistics that help managers to know which agents are doing well and who needs help.

The benefits of using predictive diallers in call centers are numerous and include cost-effectiveness, high productivity and sales, calling customers at the right time, and helping mangers to track the performance of agents. The ultimate benefit is business success through quality customer care.

The copyright of the article Benefits of Call Center Predictive Dialers in Marketing/PR is owned by Sulemana Braimah. Permission to republish Benefits of Call Center Predictive Dialers in print or online must be granted by the author in writing.

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