Predictive dialers used to be and still are one of the best tools a call center has at its disposal. They could dial multiple phone numbers and direct the calls that actually resulted in an answer to the next available line to answer them. They help businesses save a great deal of time: Instead of having a representative sitting there and physically dialing each number until they find one willing to answer, a predictive dialer could dial multiple numbers in a short amount of time and connect the good ones. to any representative who was free. Simple truth? The thing is, using a predictive dialer has some positives and negatives, and some business pros and cons that you should follow.
First, understand that there are different types of predictive dialing systems. Some may be built into your pbx system, while others may work independently. Choosing the right predictive dialer can be challenging and requires a thorough understanding of the calling process and business and regulatory requirements. Your job is to make sure you get the correct features and legal compliance you need. Predictive dialers have been associated with a large number of “unwanted phone calls” so there are laws to limit what they can and cannot do. These laws have evolved over the past decade trying to keep up with the latest challenges presented by rapidly evolving communication technology.
Next, don’t confuse real predictive dialers with automatic dialers or message delivery systems. Autodialers and message relay systems are essentially capable of dialing calls automatically, often in conjunction with voicemail detection, while the full predictive dialer actually performs calculations based on the number of lines available, the odds of connecting with a person live, and how long it usually lasts. you need a representative to take and complete a call. Most VoIP service providers that offer this service also allow you to cross-reference call lists with the national Do Not Call registry to help companies comply with Do Not Call laws.
Then limit the number of abandoned calls that result from a predictive dialer. An abandoned call occurs when a predictive dialer connects to a person and there is no representative available to take the call. Needless to say, the person won’t stay on the line, so hang up. Under federal regulations, companies cannot make more than three percent of their predictive dialer calls result in abandoned calls. However, that three percent is a fairly large number, and companies should always strive to get as few abandoned calls as possible. Every abandoned call is a potentially alienated customer.
Lastly, don’t rely on a predictive dialer to call a valuable potential customer. Things like that absolutely should always be handled by a real representative. Automated, predictive dialers have been around for so long that most people are conditioned to detect them (usually by clicking, pausing, or recording asking them to wait for the next available rep) and then just hanging up. Don’t run the risk of alienating a key potential customer; no matter how good your scoreboard is, have a live person call you.
Predictive dialers have an important place in any call center. The good guys can dramatically reduce the amount of time reps spend dialing the phone just to hang up, they can automate call logs, and they can predict how and when certain calls will end. They are certainly worth using, as long as companies know what they are getting into.
