What is a predictive dialer?
A predictive dialer is an automated dialer that uses several parameters to place calls. It calls different numbers (as provided by you) until it detects a connection and then passes it to a live agent.
Predictive dialers automatically screen out numbers that go straight to the voicemail, are busy, don’t answer, and so on, thereby saving hours of your agents’ time each month.
The primary difference between a power dialer and a predictive dialer is that a power dialer calls a list of numbers sequentially. In contrast, a predictive dialer uses a set of parameters to determine when an agent will be available to take the call and dials the number accordingly.
Another key distinguishing factor is that a predictive dialer calls multiple numbers at once. As soon as a customer picks up the phone, he will be connected to an agent, while the rest of them will be passed to other available agents (if they pick the call). The primary goal here is to ensure maximum agent utilization and improve efficiency.
Benefits of predictive dialer
Increases Productivity :
Studies show that predictive dialers can increase your agent’s productivity by as much as 300%.
An agent manually dialing numbers can make around 35 calls per hour (considering some customers don’t pick up the call). By using algorithms and automation, a predictive dialer can make 110 calls per hour.
This ensures agents spend more time talking to customers and less time calling them. In fact, when you use a predictive dialer, your agents will spend at least 45 minutes per working hour having a conversation.
Reduces Operational Costs :
Now that you have automated the dialing process while ensuring high agent productivity, this will make things cost-effective. This means you can do more with less workforce. Besides, you won’t need an operator to manually maintain call logs or route calls to agents, thereby further reducing your operational costs. And, since you are calling as many numbers as possible, you will see an increase in conversion rate (provided the numbers in your calling list are qualified leads).
Ensures Compliance :
When it comes to calling customers, your contact center must follow several Federal Trade Commission rules. These rules and standards help protect people from annoying callers and scams. Though they don’t prevent legitimate businesses from calling customers, there are certain situations when you shouldn’t call them (e.g., when they have set up, do not disturb).
Unfortunately, with the growing lists of prospects, it gets difficult for employees to keep up with the numbers they cannot call. A predictive dialer, however, can exclude numbers that you shouldn’t be calling.
Improves Customer Experience :
A predictive dialer will automatically route the connected call to the right agent, eliminating the need for customers to wait while ensuring higher agent productivity. Furthermore, it can provide your agents with detailed information, such as the prospects’ names, past interactions, interests, and more. You can use these insights to offer a personalized experience.
Features of predictive dialer
Pacing Ratio :
The pacing ratio defines the number of people the predictive dialer will call for each agent. For example, if you set the pacing ratio to 1:3, the predictive dialer will call three people simultaneously. You can increase or decrease the pacing ratio as and when required.
Call Conferencing :
Predictive dialers allow you to connect to add a third person in an ongoing call. To start a call conferencing, you will have to first initiate a regular call to the first number. Once it is answered, you can dial another number.
As your business grows and your team expands, you will need a scalable system. With a predictive dialer, you can make thousands of calls simultaneously.
Call Recording and Monitoring :
Call recording is an essential feature for every call center. You can use it to improve your agents’ performance and train new employees. Managers can access the recordings whenever needed.
Call monitoring, on the other hand, allows you to track every activity related to ongoing calls. You can even listen to the calls in real-time without the customer knowing about it. Furthermore, you can leverage call whispering to guide the agent on how to handle the ongoing call (the customer won’t be able to hear you, though).
How does a predictive dialer work?
A predictive dialer uses a variety of parameters to determine when to call a number. It also uses machine learning algorithms to analyze answered calls, dropped calls, number of active agents, dial success rate, and then uses the data to adjust the call dialing rate.
The metrics that a predictive dialer uses to place the calls include:
- Number of available agents
- Average call duration
- Average time for a person to pick the call (ring time)
- Average number of people who pick the call
- Average time to connect the call
- Average time to complete after-call tasks (if enabled)
Let's take an example to better understand how predictive dialer works:
- Number of available agents: 10
- Average call duration: 2 minutes
- Average time for a person to pick the call (ring time): 30 seconds
- Average number of people who pick the call: 20% (20 out of 100)
- Average time to connect the call: 5 seconds
This means the predictive dialer will call 50 customers at once (considering only 10 will answer the phone). Once all the agents are occupied, it will use other parameters, i.e., call duration, ring time, and time to connect the calls to dial other numbers.
The predictive dialer will then automatically dial other numbers after 85 seconds (120-30-5) to ensure the agent gets occupied as soon as the first call ends.
If you enable after-call tasks, the predictive dialer will use it to dial numbers. So, let’s suppose you set two minutes (120 seconds) for after-call work. The predictive dialer will call the numbers after 205 seconds (120 + 85).
Note: Timing is the most important thing in a predictive dialer. The more accurate data you enter, the better it will perform.
Advantages of CallHippo Predictive dialer
Make data-driven decisions to improve your contact center’s performance and efficiency with CallHippo analytics. Leverage call transcriptions to segment your prospects list and decide follow-up actions based on the outcome of the call without listening to the entire conversation. Analyze call duration, access call recordings, and determine the costs of each call. Use the details to better qualify leads and improve your return on investment.
Sync Lead Status Directly Into Your CRM
Manually entering all your data into the CRM can be tough and time-taking. It is also prone to errors, which is why CallHippo supports integrations with most of the CRMs, including Salesforce, Zoho, HubSpot, and Microsoft Dynamics CRM. It allows you to update customers’ status (e.g., need to follow up, interested, not interested, etc.), along with call recordings for better assessment.
Encourage Call Backs
Not everyone picks the call the first time. But that doesn’t mean they are not interested in your product or services. They might be driving, in a meeting, or taking a shower when you called them. That’s where voicemails and business texting can help. Use them to encourage prospects to call you back when convenient. Besides, with CallHippo, you can get phone numbers with around-the-clock reachability and use the call forwarding feature to receive calls on your smartphone even outside business hours.
Frequently Asked Questions
A predictive dialer is an automated phone dialer system that makes calls even before agents conclude the current call or become available for the next. The predictive dialer's purpose is to reduce idle time while enhancing productivity by eliminating the need for agents to spend time dialing numbers.
The key distinction between a predictive dialer and an auto dialer is that, where auto-dialers use simple algorithms to place calls only after the current call has been completed, predictive dialers use machine learning and place calls even while the current call is still active.
Predictive dialer is an ideal automated phone dialer system for businesses with high call volumes. Using a predictive dialer, these organizations can greatly increase productivity by minimizing idle time and increasing agent efficiency.