A predictive dialer is an automated phone system that accurately dials multiple phone numbers simultaneously and only connects agents to answered calls. It increases the call rate by connecting agents with as many customers as possible and enables sales acceleration in your business.
Predictive dialling systems use CPA, answering machine detection (AMD), and computer telephony integration. A cloud predictive dialer can screen out busy signals, unanswered calls, disconnected lines, answering machines, fax machines, and fax machines that have not been answered.
How Do Predictive dialers Work: An Analysis
Predictive dialers software makes calls on the agent's behalf. They do this by using mathematical algorithms that predict how long a call will take and how many dials it will take to make a connection. These algorithms are mostly powered by customer data. When using predictive dialer software, different call patterns are analysed to determine how effective the system is and how the best results can be achieved. It helps identify and eliminate unproductive calls, thus resulting in more connections. The system does not need human intervention, and all calls are treated equally.
Predictive dialer software aims to increase agent performance and sales by automatically dialling the next available contact numbers when the agent is about to wrap up a call. They do this by computing the pacing ratio that tells the algorithm when the call is about to end.
The predictive dialer software allows you to keep track of the number of in-progress calls, the number of available agents and to preview the quality of incoming calls or determine the call quality in between calls.
If a call goes unanswered, the predictive dialer moves on to the next number in a pre-set list, resulting in minimal downtime and a seamless flow of live calls.
Why should businesses use Predictive dialer software? The answer is simple. If you do not use modern solutions to optimise your call center, you may face the following challenges:
Moreover, out-of-date technology makes it impossible to meet sales targets because agents have to look at call sheets and key in sequences by hand, and they are more likely to make mistakes.
A successful call center improvement strategy begins with selecting a technology stack that can deliver a high-quality customer experience. A comprehensive call center technology stack eliminates the need to use multiple tools, platforms, and systems.
A cloud-based predictive dialer makes the transition to a virtual call center, useful for businesses that provide omni-channel solutions. Predictive dialer systems are usually customised to meet specific needs. For example, they make agents unavailable for a predetermined time after a call ends.
Predictive dialling is an efficient outbound calling process with features that make it easy for your agents to track their clients' progress and keep track of their overall performance. The main features are:
Predictive dialer comes with more features like call conferencing or 3-way calling, call monitoring, callback, call recording, call whispering, call barging, reports and analytics, Voicemail message, custom disposition, etc. Many of these features, such as the 3-way calling, can be availed with no extra charges and will be based on your calling plan. These systems also enable calls to customers across time zones and geographies. The system can accurately match the country name and area codes and makes the call at a suitable time. All these features lead to a higher quality of conversation, better customer service and a lower cost of operation.
Investing in Predictive dialer rewards you with amazing benefits. A Predictive dialer can:
Predictive dialer Services From Pulse
The best solution for your business will depend on the nature of your business, but the simplest solution is to use a cloud-hosted dialer and call centre software package. Pulse Unified Communication Service Provider India offers Predictive dialer Services to optimise your call times.
Pulse's predictive dialers support a large number of agents, allow for customisation, and can be used to refine your call center workflows and KPIs. To switch to a cloud-based predictive dialer, call our team today!