If you own or manage a call center than one of the most important question lying in your mind is how to increase your call centers productivity. Accomplishing this aspect a predictive dialer proves to be an ideal solution for your agents with un-interrupted and smooth call flow. It is the best available technology in the market today that can optimize the call flow, thereby the efficiency of your call center. The main objective of predictive dialer is to increase talk time for the calling agents by making sure that they make as many connections with, likely customers as possible. Predictive dialers have significantly increased the efficiency and productivity of many call center companies.
There are mainly three types of predictive dialer solution available in the market:
- Soft Predictive Dialer
A soft predictive dialer is a computer software application. This software uses various internet protocols, such as VoIP, SIP, etc. to make calls. This type of predictive dialer can be used by small telemarketing companies as it eliminates the cost and use of analog telephone or ISDN lines.
- Hard Predictive Dialer
A hard predictive dialer is a specialized telephony hardware dialer that detects those calls that are answered by answering machines as well as determines various call progress. Hard predictive dialer’s are more accurate than soft predictive dialer’s. However, only big company or enterprise can afford it as they are expensive and the cost of maintenance is higher compare to soft predictive dialer.
- Intelligent Predictive Dialer
intelligent predictive dialer is a dialer that is integrated with automatic voice messaging. It has all the functionalities like a regular predictive dialer, however when the dialer detects a person, it plays a recorded voice message first and then a live agent takes over the proceedings. The advantage of a recorded voice message is that it explains the nature of the call to the customer and enables them the option of whether to talk to an agent or not.
- Hosted Predictive Dialer
With the integration of tons of features and capabilities such as almost no server down time, filtration of answering machines, fax tones, etc. and various other, a hosted predictive dialer proves to be the most advanced, efficient, and effective investment for your call center. It works on a series of computerized statistical algorithms to minimize the time your agents spend waiting between the calls, while minimizing the occurrence of someone answering when no agent is available. Based on the number of available agents available, they can adjust the call flow accordingly. Besides, as said they can also distinguish answering machines from the live person, redial after busy signals, etc.