The way call centers conduct business has been revolutionized by new technology. Automated cloud telephony software that incorporates AI and machine learning reduces the time spent on tedious tasks. Lead generation and customer satisfaction are the primary concerns for any business. You need to equip your sales team with the best call center automation tools to reach out to the most people possible and increase sales.

Initially, redundant and monotonous operations in the call center department created voids that are now filled to a great extent by auto dialers and predictive dialers. Agents can focus on leads that generate high conversion rates and close deals with minimal follow-ups.

Auto Dialer

An auto dialer is an automatic dialer that will dial phone numbers, play a recorded message on the other end of the line, and then connect the phone caller to a call center representative. To begin the campaign, agents must first upload their list of leads and prospects. Afterward, the auto-dialer begins calling the numbers sequentially. A saved voicemail message can also be dropped if a call is answered.

This is more efficient than having an agent manually dial the numbers or record voicemails for each missed call. There is also a “cool-off” option that allows agents to take notes from the previous call and review the details of the upcoming call before beginning any conversation. Cloud-based auto dialers provide flexibility of working from any location.

Also read:  8 Helpful Auto Dialer Features That Can Increase Sales

Predictive Dialer

Statistical algorithms and artificial intelligence (AI) are used to power the predictive dialer. Multiple contacts can be dialed at the same time using this dialer. The algorithm is designed using several factors, including the number of calls answered and unanswered, the time it takes to answer each call, and the amount of time the agent spends on each call.

Based on all of the above factors, predictive dialers begin dialing numbers even before the representative has finished the previous call. This way, agents benefit from having another call in the queue when they are done with their current one.

This ensures that no time is wasted and that agents can connect with the highest number of potential clients. Other business functions, such as ERP, CRM, and HR, can be seamlessly integrated with various predictive dialers.

Auto Dialer Vs Predictive Dialer

While both are dialers, there are many ways an auto dialer differs from a predictive dialer. So, here are some aspects of distinction that can help you make a more accurate and informed choice:

1. Number of Call Connections Per Day

Predictive dialing ensures higher call connect rates as compared to an autodialer. To avoid dropped calls, the number of calls that an agent can dial must be set per the number of available agents, as is done in a predictive dialer. When using auto-dialing, calls are distributed among agents with minimal configuration, resulting in decreased call connectivity and increased call drop rates.

2. Ease of Use

In terms of setting up and configuration, a predictive dialer is a highly advanced auto dialer that requires a lot of work to be successful. The dialer must be configured on parameters like call drop ratio, the number of agents available, call placing ratio, and more.

With a simple Auto Dialer, calls are distributed evenly among the call center’s agents based on the number of available agents and other parameters, making it easier to use.

3. Call center reps idle time

The use of a predictive dialer boosts agent productivity. Even before the call is completed, the agent has another call waiting in the queue, reducing his idle time. A basic auto dialer can also reduce idle agent time, but they fall short because they don’t account for the availability of the agents.

4. Suitability

Predictive dialer:

It is being used by large businesses with big contact centers teams to boost sales revenue and speed up marketing campaigns. Predictive dialers are most useful in case of a high volume of calls, such as during a sales campaign.

Open source predictive dialers are extremely useful in call centers, allowing sales representatives to listen to more customers productively while eliminating repetitive, time-consuming tasks. Other powerful business applications and web services, such as CRM, ERP, and support ticket systems, can be integrated with the predictive dialer. It has an advantage over other dialers because of this feature.

Autodialer:

It is an excellent choice for businesses with small support staff or remote working. It can help small and medium-sized businesses and increase their sales efficiency. It’s a good fit for companies that have very few call center agents and want to communicate with their customers in a more meaningful way by providing a more personalized experience. 

5. Benefits

Predictive Dialers

• Increase in Agents Productivity: Predictive dialers can dial multiple phone numbers simultaneously. It improves the agent’s productivity by reducing idle time.
• Highly Scalable: It is possible to add multiple agents to a predictive dialer or remove agents from a row easily. They can be used for multiple marketing campaigns.
• Customizable List: An agent can create his list of customers and marketing campaigns. They can more easily reach their goals if they use a predictive dialer.
• Call Monitoring and Analysis: A predictive dialer makes it easier to keep tabs on metrics such as call durations, call dropped, totally dialed calls, etc. These metrics can be used to understand an agent’s performance better.

Auto Dialer

• Purpose of advertising: Auto dialer software ensures that advertising campaigns are carried out effectively and that agents give due attention to leads with a high conversion rate to high-quality leads.
• Maintaining Customer Relationships: The primary goal of call centers is to engage with customers. A good auto dialer software can help agents concentrate on answering calls rather than performing repetitive mundane work.
• Make full use of the call time of the agent: Auto dialers allow you to maximize the amount of time an agent can spend on the phone compared to manually dialing. Increasing your agent’s productivity and call connect ratio can both be achieved by reducing idle time.

Also Read: Top 5 Auto Dialer Software For Your Sales Team

Conclusion

The auto dialer vs predictive dialer is a dilemma that many business owners go through, and rightly so, and they should be your go-to automation tools if you are looking to maximize your sales representatives’ potential. You can choose any of these dialers depending on your team size and the volume of calls, and the size of a marketing campaign is also an essential factor to consider before choosing any tool.

Small and medium businesses looking for more personalized communications should opt for an autodialer. This tool will contact one customer at a time, and your agent can be well prepared with notes and historical data of that contact.

On the other hand, predictive dialers will speed up the calling process of large companies with huge call centers. The sales team can handle more customers simultaneously with various features such as call logging and monitoring.

So, go ahead and evaluate your needs, select from the best predictive dialer or auto dialer as you see fit, and see your sales soar like never before!