A predictive dialer is an intelligent software (used majorly in outbound call center) that predicts the availability of the agents and automatically dials the phone numbers from the queue. The main feature of predictive dialing software is to keep dialing calls from the list of contacts data uploaded. The software auto dials calls and then distributes them automatically amongst available agents. Like other types of auto dialers (also called robo-dialers), predictive dialers call numbers automatically and can help agents screen for busy signals, voicemail, no-answers and disconnected numbers.

What makes predictive dialers unique than other automatic dialers?

Predictive dialers have ability to utilize call metrics to predict the moment when human agents will be available to make the next call. One of the distinguishing features of predictive dialers is that they dial multiple numbers, at the same time. The end goal is to call the right number of leads, so to ensure maximum agent utilization.

Nowadays every leading call center uses a predictive dialer. It has become an essential requirement. Predictive dialer reduces human efforts and average wait time between the calls. It integrates easily with existing CRM system and work according to defined work flows. It can also do various dialing mode such as predictive, progressive and preview dialing. Predictive dialer auto answer calls and then route them automatically to agents as per skill-based selection. It integrates easily with ACD and other software such as Salesforce and IVR.

It enhances live call monitoring feature and offers queue message facility, which are much needed for inbound campaigns. Easy connectivity with GSM Gateway, ISDN PRI Line, SIP trunk and other telecom grade telephony trunk lines can be connected on these dealers.

Some features of Predictive Dialer software that can improve your call center’s productivity:

• 3 Way Calling
• Filter-Based Calling
• Lead Management
• Answering Machine Detection (AMD)
• Call Recording
• Call Back Scheduling & Reminders
• Advance Dialing Logic
• Automatic Call Distribution (ACD)
• Do-Not-Call List Compliance
• Consultative Transfers
• Scheduled Callbacks
• Auto Adjust Pacing Ratio
• Web Integration APIs
• Call Monitoring and Recording
• Real-Time Reporting
• Graphical Reports

How does predictive dialers work?

Predictive dialers forecast when agents will be free to take the next call and then dial numbers on the agent’s behalf. The dialer uses algorithms to summarize the exact time when an agent might finish up with a call and then dials another number. Predictive dialers supply agents with a steady stream of calls with little-to-no downtime if configured properly.

This can save agents and telemarketers a lot of time. For example, manually dialing a number may take 30 seconds dependent on the agent. And as its universally knows, only one out of every three or four calls get answered. Here the predictive dialers can calculate the average length of the call and an average number of dials it takes to make a connection resulting in optimized dialing, to enable agents seamlessly answer from one call to the next.

Predictive Dialers - Used cases

Predictive dialers are normally used these days in tele-marketing, tele-sales, market research, debt collection, customer service and follow-ups. In addition, some lead generation companies are using predictive dialers to maximize the amount of time their agents can spend on the phone with leads during outbound sales prospecting.

Predictive dialers main focus is to get agents on the phone as much as possible, they may not be effective for organizations selling high-value goods or services, and even the ones who want to create an excellent customer experience, as they don’t leave any time for research between dials. For such businesses, a lead’s context is key to having a productive conversation, and hence a predictive dialer may not be the right solution.

How effective are predictive dialers?

Many reports are available on the effectiveness of predictive dialers. When phone utilization is a primary concern, predictive dialers have shown amazing results. One of the studies has shown that predictive dialers can improve agent productivity upto 200 percent.

Drawbacks

Some predictive dialers dial multiple leads at once without giving inside sales reps any insight into the dialing process, which can be a concern for the business. Secondly predictive dialers don’t give inside sales agents as much power to prioritize leads. There has also been also backlash against predictive dialer use in West, including the FCC banning the use of all auto dialers (including predictive dialers), until the dialed numbers have pre-established consent.

Predictive Dialer is not only a time saver but also efficiency booster for call center agents, as it routes the call when the call is answered by a human, it does not get connected in case if it's unanswered call, busy number, or answering machine.