Have you come across the term ‘predictive dialing’?

Or heard of businesses using predictive dialers?

Predictive dialers are a valuable business tool that can help make your agent’s jobs easier. They can even help you remove the need for manual dialing as a whole.

In this article, we will take a closer look at what is predictive dialing alongside the benefits of using predictive dialers.

 

What is Predictive Dialing?

Predictive dialing is a system that moves through a list of phone numbers automatically, making one outbound call at a time. 

Instead of manually connecting with someone in the moment, predictive dialers scan through thousands of different contact records and make calls without any human effort. This process is done based on algorithms that support certain business objectives.

As such, predictive dialing allows your agents to save a great deal of time.

Also read: A complete guide on dialers

 

What are Predictive Dialers? And, how do they work?

What are Predictive Dialers

In general, a predictive dialer is a type of automated dialer. Using predictive dialing technology enables phone calls to be placed before agents become available.

Predictive dialers aim for a higher calling rate by attempting to connect with the maximum number of customers. Moreover, it increases your agent’s efficiency by calling as many leads as possible all at once.

The predictive dialing system speedily moves on to a new lead after an unanswered call. However, answered calls are immediately routed to your available agents. 

As a result, a predictive dialer guarantees more productive talk time. Thus, this leads to overall improved productivity for your call center.

 

Top 10 Benefits of Predictive Dialers

Benefits of Predictive Dialers

  • Increased Productivity

With the use of algorithms, predictive dialers can determine call duration and then assign it to specific agents. They are designed to lock in more sales and boost your profits, even under the most competitive conditions.

They reduce repetitive work and maximize your agents’ efficiency. In a similar way, it lets you make calls simultaneously. Ensuring the right calls are made at the right time greatly helps increase agent talk time.

All these features greatly contribute towards improving the overall efficiency of your call center.

 

  • Boost in Sales

Connecting to the right customers can play a key role in closing any sale. A predictive dialer eliminates any guesswork and directs your agents to customers who are most likely to make purchases.

Moreover, features like call recording, call logging and other automated processes can save your agents’ time. They can then use this time to focus on pursuing strong leads and closing sales.

 

  • Increased Lead Generation

Predictive dialers are perhaps one of the most effective tools to help you generate more business leads. They enable you to communicate with prospective customers more effectively and give them more attention.

Moreover, they’re even equipped with self-service options for collecting information. A predictive dialer can even help generate more promising leads through increased call connections. 

In addition to this, you can even import contacts from various sources to simplify lead management and generation. As such, not only does predictive dialing help you generate more leads, but it also boosts conversion rates.

 

  • Reduced Agent Idle Time

Dialing numbers manually and connecting calls can be very time consuming. In reality, agents lose a lot of time listening to answering machines, busy tones or dealing with disconnected calls.

Predictive dialers provide a work-around for this issue. Using predictive dialing technology, you can detect productive and unproductive local numbers quickly.

It even checks agent availability and routes call accordingly. This helps agents save a great deal of time and get more calls done.

 

  • Smarter and Stronger Lead Management

They are able to organize your lead data, contact information alongside customer history all in one centralized place. In fact, they’re able to do this by integrating lead management software into their system.

A predictive dialing solution automates as well as captures all call activity directly into your CRM. As a result this allows for stronger lead management.

Furthermore, it also provides you with real-time metrics and KPIs that can be analyzed to help increase sales.

 

  • Enhanced Customer Service

A predictive dialer can help drive customer satisfaction. Here, customers are contacted at convenient times with the purpose of offering products they might be interested in. As such, they’re more likely to react in a positive manner.

In addition to this, the calls are also placed at a lower rate than your regular telemarketing calls. 

With these dialers, you can reach out to customers at optimal times with relevant offers they actually want. This process goes a long way in increasing your customer loyalty.

 

  • Reduced Cost of Operations

While predictive dialers can improve sales, the lower operational costs are also an additional advantage. 

Less outbound calls will need to be placed on the expensive voice channel. Not only this, but fewer agents will be required to handle calls as a whole. As such, this reduced agent idle time alongside lower customer abandonment rates leads to reductions in cost. 

Furthermore, a predictive dialer with CRM integration would not need additional integration or costly telecom hardware. This is very beneficial and can help increase your business’ profits.

 

  • Improved Quality Monitoring

Through integrated call monitoring alongside recording interfaces, managers can monitor how your agents perform. Supervisors can either snoop, whisper or barge into a live call to evaluate the quality of conversation.

Based on the information collected, training can be given later on a real-time basis. This training will further help improve your agent’s customer handling skills.

 

  • Increased Agent Efficiency

Predictive dialers relieve agents from tasks like manually dialing customers and looking up phone number lists. 

The dialer itself determines the best time to call. Moreover, it also predicts when an ongoing call will be finished. Then, it moves on to dial the next number.

As such, this dialer solution also enables call blending. In this way, your agents are able to seamlessly switch between inbound and outbound calls based on demand.

 

  • Can Analyze Data for Insights

Using interfaces based on real-time data, a predictive dialer can help you generate various reports. The system also allows you to monitor agent productivity and call center activities in real-time.

Not only can you evaluate live and recorded calls, but you can also assess customer service quality. In fact, auto-dialers help greatly simplify call center operations by taking the right decisions when required.

Without wasting any additional time and effort, they enable you to produce and check campaign reports. Furthermore, you can even assess how individual marketing campaigns perform with the help of campaign reports.

 

Conclusion

Overall, predictive dialers are a very useful outbound call processing and management system. Moreover, they can help you resolve a great deal of issues commonly encountered by call centers. 

As you saw above, they are equipped with many features that can benefit your business in multiple ways. Looking at the benefits of predictive dialers, it comes as no surprise that they’re widely popular communication tools.

For all these reasons, it’s quite wise to consider investing in one to help boost sales of your business. Just remember to do your research when selecting a predictive dialer and your business will run smoother than ever.