A predictive phone dialer is a call center solution that improves agent productivity. It frees agents from the stressful process of choosing and dialing phone numbers, listening to busy lines and wasting time on answering machines and wrong numbers.
Predictive phone dialers allow you to step ahead from an ordinary auto dialer service that only dials the number. A predictive phone dialer connects agents to calls when they are answered by people. The dialer will utilize a series of algorithms to predict the responses of the called party and the availability of agents. The calling process will be adjusted to the number of agents available when the calls it placed are anticipated to be answered.
The system will keep track on the results of the calls it places and identify how the calls are answered. Unanswered calls will be automatically discarded, together with busy numbers, answers from fax machines, answering machines and disconnected lines. This is a process that will save the agent from manually dialing telephone numbers.
Telemarketing organizations use a predictive dialer system to enable their agents to have more contacts. This system may be used by debt management services and market survey companies that must contact people by phone.
In general, a predictive dialing system depends on the idea that if a person sits down and dial about a thousand people, a huge percentage of the calls to be made will not result in contact with someone. Typically, just around 25-35 percent would be able to connect to a live person on the other end. The rest will be directed to answering machine or fax machines and other electronic device modems.
In manual dialing, agents tend to spend around 80 percent of their time listening to phone rings or dealing with invalid phone numbers. The predictive phone dialer is expected to filter out calls that are not productive and enable the agent to have more contact and less waiting time.
The combination of smart predictive dialers with voice messaging will maximize the functionality of call center solutions. When the dialer detects a live answer, it plays a pre-recorded introductory message. This provides the receiver to option to talk with the agent for the completion of the transaction. The message is going to be a consistent greeting that determines the nature of the call, the caller and the choice to talk to the agent. Predictive phone dialers guarantee the availability of agents when the recipient chooses to speak with an agent.
