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Predictive Or Progressive Dialer: How To Pick The Right One?

Predictive dialer versus Progressive dialer- Choosing one that meets your call center requirements, but making the right choice can be quite a dilemma. Especially if you don't know what you are looking for. Different types of dialers can be found in contact centres around the world, from a simple auto dialer to the more sophisticated cloud predictive dialers. Cloud call center use advanced, automated dialing modes for two reasons:

  1. To optimise call centre metrics such as talk time and agent productivity
  2. To minimise costs.

Basic call centre dialers can streamline outbound calls and make more calls faster. When it comes to progressive and cloud predictive dialers, both assist contact centers with automating and expediting outbound phone calls. Hence, there is no right or wrong answer, but you need to choose a dialer that meets your company's requirements. To make a wise choice, you need to understand the dialers, their features, and their benefits.

Team of people seated on a common work table with laptop, headphones and using cloud predictive dialer service to contact clients

Progressive Dialer & Its Important Details

The progressive dialer is a type of auto dialer technique that uses a progressive outbound call mode. Progressive dialers are capable of reducing the agent time on the phone by making one call for each available agent. In contrast to the predictive dialer, the progressive dialers do not use any algorithms. Here's a gist of how a Progressive Dialer works. It:

  • Places an outbound call in real-time based on the agent's availability to take the next call
  • Dials numbers randomly and eliminates the wait time between calls
  • Automates the process of outbound calls by dialing numbers automatically
  • Waits for agents to finish their current call before dialing the next number

Progressive dialers reduce the amount of time spent waiting between calls. They can't make as many calls as predictive dialers, but they ensure that agents are always available to speak with customers. Apart from this, progressive dialers also deliver various other benefits. They:

  • Allows agents to work more productively.
  • Streamlines the outbound call process
  • Allows the agent to concentrate on the respondents
  • Allows them to gather relevant information to tailor the interaction and improve sales conversion before placing a call.
  • Helps call centers reduce the call abandonment rate.
  • Maintains a steady stream of communication.

Progressive dialers are the most appropriate for reducing call abandonment rates. On the flip side, agent productivity is low when a progressive dialer is used because they have to call three people before getting one live respondent to speak with. Therefore, you will need to hire additional outbound agents when setting up marketing campaigns of large scale to deal with the increased volume of phone calls from progressive dialers.

Predictive Dialers: The Cloud-Based Solution

The predictive dialer solution works on the principle of a predictive dialing mode. The predictive dialer can make outbound calls before an agent is available to take the next call. This allows contact centres to decrease the agents’ idle time by increasing the number of calls received.

How does a predictive dialer work? A predictive dialer uses statistical algorithms based on agent performance metrics to determine whether an agent is available and how much time an agent will need to spend on customer calls. It can also predict the percentage of customers who are likely to respond to outbound calls. The system makes outbound calls on a pre-computed dialing ratio/pacing ratio to identify the next agent available to handle the call. It determines when a specific agent will be available for the next call and initiates calls to multiple numbers. Predictive dialer software allows businesses to automatically place outbound phone calls and quickly detect disconnected lines, busy tones, answering machines, and voice mails. Predictive dialers also enable businesses to ensure that a customer is instantly connected with the sales teams as soon as a line becomes available.

Predictive dialers assist contact centres in managing large-scale outbound marketing campaigns without hiring additional agents. It is also possible to handle more outbound calls in a shorter amount of time by using predictive dialers. They are best suited for contact centres that want to optimise their efficiency while maintaining the quality of interactions. Predictive dialers automatically dial numbers from a list of contacts when a user selects them from a list of contacts and routes them to a specific live agent. This increases agent talk time per hour by 300 to 400%.

Predictive dialers are one of the best telecom solutions for high call volumes because they are equipped with sophisticated features to make it easier to administer marketing campaigns. They are more advanced than the progressive dialers in ensuring a consistent dialing and connecting rate. With AI and machine learning, predictive dialers can connect agents with customers instantly by connecting them to existing leads and eliminating the need to search through contact lists.

Cloud-based predictive dialers are very effective because they:

  • Allow customer service agents to see the next number on their list before answering the call.
  • Are equipped with sophisticated features to simplify the implementation of marketing campaigns.
  • Compensate for unsuccessful calls and redials calls until a line is available.
  • Can play a pre-recorded voice message upon detecting an answering machine.
  • Connect potential leads even before an agent is available and transfer calls to the next available agent.
  • Increase your agents' call rates and reduce the times customers abandon calls, helping to optimise your agents' productive talk time.
  • Use historical data to increase the likelihood of making a connection with a prospect.
  • Increase the frequency number of calls and decrease the time your agents spend between calls
  • Decrease employee burnout and turnover

However, a word of caution:

Remember that predictive dialing does not support illegal outbound calling practices or spam bombardments. Before deploying your system, consult with your service provider and legal team.

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