What's the difference between an auto dialer and a predictive dialer software?
The auto dialer vs. predictive dialer conversation can be a bit confusing without first understanding the role machine learning plays specifically in outbound-focused call center environments— think telemarketing, healthcare, and debt collection. While they have some similarities, there are also several key differences between the two.
An auto dialer is a tool that automatically dials a list of phone numbers and connects the call to an agent as soon as the call is answered. The agent then speaks to the person on the other end of the line. Auto dialers can be programmed to dial a specific list of numbers, or they can be set to dial numbers from a database in a specific order.
One of the main differences between auto dialers and predictive dialers is their effectiveness. Because predictive dialers prioritize calls based on the likelihood of success, they are typically more effective at reaching live prospects and closing sales. This is because the dialer is able to focus on the calls that are most likely to result in a positive outcome, rather than wasting time on calls that are unlikely to be successful.
Another difference between auto dialers and predictive dialers is the level of control that the agent has over the call. With an auto dialer, the agent is connected to the call as soon as it is answered, which can be disorienting for the agent and the person on the other end of the line. With a predictive dialer, the agent is only connected to the call when the dialer predicts that the agent will be available, which allows the agent to be better prepared for the call.
Predictive dialers allow for preview dialing and other advanced dialing modes
Additionally, predictive dialers can also use a feature called “call preview” which allows the agent to preview the contact information of the person who will be called before the call is connected. This allows the agent to prepare and tailor their approach.
Another key difference between auto dialers and predictive dialers is the Federal Trade Commission (FTC) regulations. The FTC has strict regulations in place to protect consumers from unwanted telemarketing calls, and these regulations apply to both auto dialers and predictive dialers.
[dsm_perspective_image src=”https://intelligentcontacts.com/wp-content/uploads/2022/12/Predictive-Dialer-Schema-Image.png” title_text=”Predictive Dialer Schema Image” _builder_version=”4.18.0″ _module_preset=”default” global_colors_info=”{}”][/dsm_perspective_image]A predictive dialer sends rolling snapshots of what’s happening in the contact center to a cloud server that processes that information and sends the results back to the dialer
P2PE (Point-To-Point Encryption)
Auto & Predictive Dialing
Stealth Voicemail
In terms of cost, auto dialers are generally less expensive than predictive dialers. This is because predictive dialers require more advanced technology and more complex algorithms, which increase their cost. However, the increased effectiveness of predictive dialers can often more than make up for the added cost, especially for call centers that rely on outbound telemarketing and customer service calls.
In conclusion, both auto dialers and predictive dialers are useful tools for outbound telemarketing and customer service in call centers, but they have some key differences. Auto dialers automatically dial a list of numbers and connect the call to an agent as soon as the call is answered, while predictive dialers use an algorithm to predict when an agent will be available to take a call and dials the number at that time.
Predictive dialers are generally more effective at reaching live prospects and closing sales, but they are also subject to stricter regulations and are more expensive than auto dialers.
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