Predictive Dialers Get The Job Done
The system will adjust the calling process to the number of agents it predicts will be available when the calls it places are expected to be answered.
The predictive system will monitor the outcome of the calls it places, detecting how the calls it makes are answered.
It will discard unanswered calls, busy numbers, disconnected lines, answers from fax machines, answering machines and similar automated services.
The predictive dialer will only connect calls answered by people to awaiting agents.
This process frees agents from the task of manually dialing telephone numbers and subsequently listening to ring tones, unanswered or unsuccessful calls.
The system makes it possible to dramatically increase the time an agent spends on communication rather than waiting.
Recent surveys indicate an increase in talk time from twenty minutes in the hour to almost fifty.
The predictive dialing system is most suitable for low quality lists and large numbers of agents; however, an unexpectedly high contact rate can overwhelm the system leading to call abandonment.
Predictive dialers are commonly used by telemarketing organizations.
These telemarketing organizations use the predictive dialer to allow their agents to have more customer contact.
Predictive systems may also be used by market survey companies and debt management services that need to contact and personally speak to a lot of people by telephone.
More commonly predictive systems are used as a quick and easy way to automate all sorts of calls which would otherwise be made manually by a call center.
Predictive dialers generally rely on the fact that if a person were to sit down and manually dial 1000 people a large percentage of these calls will not result in contact with someone on the other end.
Out of the 1000 calls made, typically only about 25-35% would actually connect to a live person.
The rest of the calls won't be answered at all because they would be fax machines, answering machines, modems of other electronic devices, other calls will be network errors or invalid numbers.
For calls centers that make a large number of outbound calls, this represents a problem.
In a manual calling center, an agent will spend about 80% of their time listening to the phone ring waiting to talk to someone or dealing with invalid numbers or answering machines and only about 20% of their time actually speaking with a contact.
The predictive dialer will filter out the unproductive calls and allow the agent to have more contact and less time waiting for a call.
Smart predictive dialers combine autodialing with voice messaging and phone agents who are prepared to handle calls initiated by the dialer.
When a live answer is detected, the dialer plays and introductory recorded message.
This will give the call recipient the option to talk with an agent to complete the transaction.
The message is a consistent greeting that identifies the caller, the nature of the call, and the option to speak with an agent.
The predictive dialer ensures that a phone agent is available when the call recipient asks to speak with an agent.