Michael Wise
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What is a predictive dialer?
A predictive dialer is a computerized system used by call centers to automatically dial telephone numbers and connect calls to available agents. The dialer uses an algorithm to predict when an agent will be available to take the next call, based on factors such as the number of active calls, the average duration of calls, and the number of available agents.
This allows contact centers to make more efficient use of their resources and increase the number of calls that can be handled per agent.
What's the difference between an auto dialer and a predictive dialer?
Predictive dialers are a powerful tool for call centers that want to maximize their agents' productivity. This revolutionary system works by calling multiple numbers at once and connecting the answered calls directly to an agent, eliminating wasted time from unanswered calls. Unlike regular auto-dialers, predictive dialing uses sophisticated algorithms to determine how many leads can be called simultaneously—ensuring maximum talk time with customers.
With Intelligent Contacts' predictive algorithm, your business can unlock untapped potential for increased right party contacts. Contact centers utilizing outbound dialers have seen an incredible 2X to 4X spike in connection rates since implementation! Put the power of prediction and automation into action today – you won't be disappointed with these results.
How does a Predictive Dialer work?
A predictive dialer is essentially an auto dialer made intelligent through machine learning and a combination of mathematical algorithms that drive outbound calls. The Intelligent Contact’s predictive dialer uses a number of predictive algorithms in its’ Predictive Dialer software. In short, these algorithms transform auto dialing from a blunt force object into a precision instrument.
[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
This mathematical formula looks at historical and real-time data to balance outbound call volumes with available agents to maximize performance and productivity— making sure that as the number of available agents increases or decreases, the dialing rate adjusts accordingly.
Automated scorecards also eliminate the potential for personal bias. The technology assesses each call and agent based upon the same criteria.
The biggest downside to auto dialing technology happens when a number is dialed before an agent is available to take the call. The consumer answers the call with a “hello,” only to be followed with several seconds of dead air before an agent responds. Not only is this experience annoying for the consumer, they are likely to not answer when the agent calls back.
This algorithm tracks spikes in the rate of abandon calls above an acceptable threshold and throttles down dialing speed accordingly.
If your contact strategy is focused on or requires you to speak directly with the consumer, there’s likely very little value in leaving a message. In fact, you probably don’t want your agents connecting to a call that hits a consumer’s voicemail.
This is where our industry-leading AMD (Answering Machine Detection) algorithm becomes your company’s hero by instantly recognizing and dropping non-human connections. Our detection rates average between 92-96%, which alone can increase agent productivity substantially.
Whether you're looking to upgrade one part of your communication or payment process or the whole enchilada, we can help!
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