Predictive Dialers

Predictive Dialers are automated dialing systems designed to connect people who answer the calls made by the predictive dialing system to agents in the call center.

A predictive dialer eliminates all the manual effort and waiting for connection time associated when call center agents are required dial a range of numbers. This includes: choosing a number, dialing the number, listening to busy signals, wrong numbers, having calls answered by answering machines and leaving messages. A predictive dialer increases contact rates by calling a specific group of phone numbers automatically on multiple phone lines based on variables for each of your individual lists. Some variables that a predictive dialer uses: number of agents available, number of dialing lines available, contact rate, regulatory constraints, time of day, and wrap up time. A predictive dialer can also predict the average conversation time. Looking at the current state of the system the predictive dialer algorithms predict when the calls should be made in order to maximize the number of contact sessions and adhere to quality benchmarks set for the system

VoiceGuide can be used to create all the various types of Predictive Dialing systems, by modifying the scripts used by the VoiceGuide dialer on outgoing calls. A VoiceGuide based system can blend inbound, outbound, and voice messaging campaigns as well as run multiple simultaneous campaigns to maximize productivity. With a predictive dialer, callbacks can be set automatically or agents can also set callbacks when intended parties are not available. Answering machines or busy signals are also detected.

The agents are 'dialed-in' into the VoiceGuide dialer system and the answered calls are connected to the 'dialed-in' agents immediately. Agents can control their status via DTMF tones or a PC based control applet, with VoiceGuide Dialer system advising agent of call status via tones played over the phone, or messages displayed on agents PC application.

Predictive Dialers help control leads, keeping track of all calls placed and outcomes of the call, maintain the do not call lists and keeps track of call back time scheduling. The reduction in work agent have to perform to place calls reduces frustration and boosts agent morale.

In most countries regulations covering automated outbound calling systems are in place, requiring call centers to abide by Do Not Call lists, time zone aware call scheduling, display numbers and dropped call rates targets. All these requirements can be met when using the VoiceGuide Dialer as the predictive dialing platform.

 

Dialer Types

Predictive Dialer
Utilizes a predictive dialer algorithm to start dialing on multiple simultaneous lines per agent just before agents are ready to speak to another contact. This approach usually results in more then 50 minutes per hour talk time for the agent. Drop rate and dialing speed by campaign can be controlled. If more calls are answered then there are agents immediately available to handle them then system can take person answering the call through an IVR script personalized with customer related information.

Power Dialer
Start multiple simultaneous calls per employee at the moment agents are ready. Drop rate and dialing speed by campaign can be controlled. If more calls are answered then there are agents immediately available to handle them then system can take person answering the call through an IVR script personalized with customer related information.

Progressive / Automated / Preview Dialer
At the moment agents are ready, a single record is displayed for employee review prior to connection and that single number is automatically called. This approach only eliminates the need for agent to manually enter the number to be called, but ensures that an agent will always be ready to speak to the the person answering the call.

Auto Dialer / Automated Voice Messaging with IVR
Voice messages, with customized data per record called, broadcast information to your prospects or customers. Most often used for event notification, appointment reminders, fundraising, and customer self service.

Blended Voice Messaging
Outbound message (Auto Dialer call) that offers an option for the called party to speak with agents in call center. Transferred calls are routed tom agents as a prioritized inbound call.

Click to Callback
A website inquiry forms can include a "Call me" button to immediately initiate an outbound call from your call center to the inquiring prospect or client.