Call centers used autodialers before predictive dialers became popular. These autodialers would only dial numbers for the employees who were sitting idle and waiting. Predictive dialers are much more streamlined as they use a complicated algorithm and will place calls for agents by forecasting how many agents will be ready at any given moment.
When the calls are placed, the predictive dialer will check to see how the calls are answered. It will quickly discard any calls that are unanswered, busy, disconnected or picked up by answering machines and will connect call agents only to calls that are really answered by someone.
By not having to wait for every call to be answered, the employees will become much more productive as they will not have to dial numbers themselves. Wasted time will be reduced as employees will be actually talking with clients much more.
When a business runs a call campaign, all of the call data will be loaded into the predictive dialer system. This data commonly comes from huge databases from telephone directories or some type of CRM software.
When calls are unsuccessful they are analyzed to see if they need to be called back or any other special handling. Predictive dialers are perfect for telemarketers that have a large database of numbers too call. Other types of companies that predictive dialers can serve are any kind of market research company ot debt collection agencies who also may have a large database of numbers.
Many of these calls will be unanswered as research has been conducted and has established that over 70% of the calls will not be answered by a somebody. This results in wasted time if agents had to dial these calls themselves. They would be spending the bulk of their time listening to ringing phones, dial tones and answering machines.
Predictive dialers can save a company large amounts of money while at the same time being more productive and supplying better customer service.
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