Predictive Dialer Software and tools | Outbound Calling Know the Technology for Predictive Dialers

When you are looking to implement technology required for high volume outbound telephone calling it pays to understand the technology. Let’s review the three most popular automated methods of placing calls.

Preview Dialing

A preview dialer presents the call information prior to placing the call. This gives the agent time to review the customer information and prepare for the call. When the rep is ready they must direct the system to place the call. If the rep wishes they can also decide not to place the call and move on to the next call.

Since the rep doesn’t know if the call will be successful the time they spend preparing may actually be wasted. As a result most preview users try to keep preparation focused on getting access to records and minor information review. What’s more the rep must deal with busy lines, disconnected lines, Fax machines and voice mail.

Information gathered from the industry and our SafeSoft Solutions user community suggests that most calling campaigns will connect to a live customer only 33% of the time. The remaining 67% will be unsuccessful. (That’s it is the reality of predictive dialers )

As a result you can expect the talk-time for preview dialing to run about 35 to 40%. Your results will vary, but these numbers are a good aggregate starting point.

Progressive dialing

A progressive dialer presents the information about the call prior to placing the call just like a preview dialer. However, the progressive dialer places the call automatically at a time delay selected by the administrator.
This forces the rep to be more efficient in preparation and improves the pace or call volume a group can achieve. However the agent still will receive the unsuccessful call attempts and their efficiency will be effected by the same issues mentioned above.
Expect a talk-time to run around 50 to 55%. Again these numbers vary by agent, time-of-day, campaign and other factors.

Predictive dialing

A predictive dialer uses a sophisticated algorithm to predict the availability of agents and balances that effort with a pacing algorithm that places multiple simultaneous calls in order to produce a “live” call when an agent becomes available.
Since the reps only deal with live customers their talk time goes up accordingly. This also allows an agent to remain focused on their task. Most reps find unsuccessful call attempts produced in the preview and predictive dialers distracting and frustrating.

With a predictive dialer you can expect talk-time to run between 75 and 80%.

The SafeSoft Promise

SafeSoft is committed to removing the investment barrier to technology adop­tion. When you implement a SafeSoft predictive dialing solution, you get a complete package - for one affordable monthly fee per seat. That includes domestic long distance and voice services like announcements and call recording. And since our products are Web-hosted, customers can simply “pay as they go”, using the service as long as they like, and stopping at anytime, with no cancellation fees or penalties of any kind. We are changing the industry by delivering the promise and power of the Internet in ways that free companies to innovate and adapt.

More about Predictive Dialer software

• Why predictive dialer software reinvented the call center?
• Top 7 advantages of predictive dialer software
• Outsourcing of Calls with Predictive Dialers Software
• Predictive dialer software and how to use them