Role Of Predictive Dialers

by Daniel Phillips Cloud Base VoIP Phone Auto Dialer and Call Center

Features of Predictive Dialers

A predictive dialer is a computer-based dialing system that can make quick multiple outbound calls. It fetches the information regarding the numbers to call from a database and connects to a variety of telephone and communication lines. This application uses algorithms and statistical methods to cut the amount of time the agents spend waiting between calls. The word “Predictive” in the solution’s name describes its ability to increase and decrease call volumes. Predictive dialers differ from auto dialers in that they allow conversations between active agents and clients where agents have all the crucial information at hand.

Overview

Inbound and Outbound Blending

When there is a shortage of inbound agents to attend to a high inflow of calls, some outbound agents will automatically be shifted to help handle inbound calls surge. Once the flow has stabilized, agents with the highest proficiency in outbound calls will be automatically shifted back to handle outbound calls. This way, the productivity of agents is maximized, and they can deliver a positive experience to customers.

Progressive Predictive Dialer

Predictive dialers offer various types of dialing platforms to meet your business needs in the best way possible. They give agents various features such as auto dialing, progressive dialing and preview dialing. Auto dialer systems help maximize agents’ productivity by targeting multiple calls at once whereas progressive predictive dialer system are good for business-to-business deals and offer high productivity and zero risk to agents. Preview dialing combined with automated dialing, gives agents the option to preview call information before accepting and declining calls.

Benefits of Predictive Dialers

Predictive dialers have lots of benefits such as:

· Real-time collaboration
· Skills-based routing
· Call-Flattening during peaks
· Advanced voice interaction
· Data-driven routing
· Call recording
· Customer satisfaction surveys

Conclusion

Predictive dialer software helps call center agents by making their work easy and efficient. Using this tool, agents can easily manage data, and make reports and phone calls. It is the combination of latest digital tools and technology in a way that works perfectly for a variety of needs such as telemarketing and client care. If you want to buy predictive dialer software, search for reliable vendors online and find an appropriate program that best suits your business needs.