When a company comes to some stage of business development, the issue of optimizing communication processes is becoming more and more important. After all, it is clear that the larger the number of customers to be reached is, the more times a simple task will have to be repeated: and this task is to make a call. If we are talking about small businesses, where the number of customers is potentially smaller, then there is no problem: an additional 2–3 seconds per call will not change the overall picture. But when hundreds of calls are made per day, the time lost will be significant.
This is where the hosted predictive dialer will come in handy because it can actually be used to solve the issue of wasted time and instead spend it on intensifying agents’ workload.
Definition of hosted predictive dialer
The predictive dialer is a helpful tool in outbound call center software. Its major task is to automate the outbound calling process with a special analytical algorithm.
When it comes to the progressive dialer, the technology of making a call is that the system makes a call every time an agent is free. The calculation is made accordingly: 1 agent – pre-defined number of dials. Only after the call is completed, or after the waiting time has expired, the system will make the next call.
In the case of the predictive dialer, the technology is more interesting. This is a method of making calls in which the system makes a call before the agent ends the previous one. The number of outgoing dials per operator can vary depending on many factors that the computing algorithm takes into account. The method is based on the fact that not even every 2nd call is successful. Therefore, the system makes more calls and provides constant occupancy of the agent. So, depending on the conversion rate of successful calls of a particular company, the number of calls made by the system will vary, but it always overcomes manual dialing in a few times.
How do predictive dialers work
The dialing system dials clients from the customer base automatically. The speed of dialing, meaning when exactly the system starts searching for and dialing the next subscriber, as well as the number of such calls, is determined by various factors. They include:
- Average handle time
This is an indicator of the average time that an operator spends on the complete processing of each outgoing call, including the time spent on the call itself and on processing the received data or entering it into the client card.
- After-call work
This is the time that an agent spends on all necessary after-call activities. This is the time that allows the agent to wrap up loose ends, update records, and prepare for the next interaction.
- Percentage of answered calls
This is an indicator that directly shows the proportion of successful calls when the subscriber picked up the phone to the total number of outbound calls that were made.
- Abandon call rate
It is similar to the previous metric, but here we are talking about the share of calls that are abandoned by callers before they can connect with an agent in the total number of outgoing calls made.
The dialer also recognizes different scenarios that we may receive as a result of a dialed call: no answer, when the customer’s network is busy or there is no connection, redirection to an answering machine, etc. Thanks to this, the system directs only live calls to the agent, thereby optimizing their work and minimizing the possibility of agent downtime. The dialer can not only speed up the number of dialed customers but also slow down when the percentage of answered calls increases, adjusting the correct traffic of calls to the agent.
Subsequently, based on the calls already made, the system can collect statistics on the necessary indicators and further optimize the time parameters, better adjusting them to the current state of business.
Application areas of hosted predictive dialer
The predictive dialer system has a wide range of applications, as it is a high
ly adaptive technology that can cover a variety of requests with certain adjustments by technicians. For example:
- Market-research outbound campaigns
This tool is useful for various market research purposes, as it allows you to reach a much broader audience and thus receive more feedback. Such campaigns are widely used in various business areas, as the data collected perfectly reflects the state of the situation in the market, consumer preferences, and current trends.
- Insurance and financial services
The system can also be used to communicate with the customer base of banks or insurance companies. Usually, such organizations have very large client lists, and offers for them are frequently updated due to market dynamics. In this case, predictive dialer is convenient to use for mass notifications about newly available insurance or loan terms.
- Debt collection
In the production industry, companies often face delays in payments for goods and services. To ensure that you get paid on time, a good solution is to use a predictive dialer to remind your debtors.
- Appointment reminders and confirmations
For healthcare institutions, wellness centers, or other businesses that operate on an advance appointment system, confirming and reminding customers of appointments is a basic and routine task that consumes a large amount of agent time. Predictive dialer will also come in quite helpful here, as it will significantly speed up such processes.
Achievements of using hosted predictive dialer
- Improved lead conversion rates
By automatically dialing multiple numbers at once and predicting when agents will be available, predictive dialers significantly reduce unnecessary time spent by agents and in return, we get a much higher number of live audience reaches in the same period. And, accordingly, the more calls that are answered, the more positive results you get in terms of converting leads into full-fledged and active customers and getting accepted offers.
- Increased revenue and ROI
By automating the outbound calling processes and increasing the contact rate, the number of live calls with existing and potential customers and their quality is also increasing. As a result, conversion rates increase, and so you also improve your ROI investments in software.
- Competitive advantage
The effective use of predictive dialers means reaching a larger audience, which in turn will increase the company’s market recognition. And if you make the right management decisions, popularity can become an additional boost to your income.
So, in summary, hosted predictive modules are emerging as a leading technology for call centers and sales teams, providing many benefits that help improve efficiency, increase the number of successful calls, and improve overall performance. When implemented and used effectively, they can significantly increase the level of success and profitability of call centers and sales teams.
Therefore, we encourage you to contact our company for additional consultation so that we can help you choose the best possible dialing solution for you!
Welcome to our blog! My name is Yuvraj Kore, and I am a blogger who has been exploring the world of blogging since 2017. It all started back in 2014 when I attended a digital marketing program at college and learned about the intriguing world of blogging.