Predictive Dialer Software - CallShaper Outbound Software
ADVANTAGES OF THE USING A PREDICTIVE DIALER CallShaper, LLC 5009 Honeygo Center Dr Ste 205 Perry Hall, MD 21128 1-888-276-1370 info@callshaper.com www.callshaper.com
ADVANTAGES OF THE USING A PREDICTIVE DIALER
CallShaper, LLC
5009 Honeygo Center Dr Ste 205 Perry Hall, MD 21128
1-888-276-1370
info@callshaper.com
www.callshaper.com
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PREDICTIVE DIALER SOFTWARE: THE<br />
UNSUNG HERO OF THE CALL CENTER<br />
AGENCY<br />
Call centers and telemarketing companies are among the largest industries today.<br />
Commanding a large chunk of the global workforce, company owners consciously pursue<br />
productivity without of course, sacrificing efficiency in the workplace. The stiff<br />
competition among these companies has necessitated the use of a system that works in<br />
harmony with the workforce.<br />
If you are familiar with the inner-workings of the call center industry, then you must have<br />
– at least at one point – come across predictive dialers in the past. Commonly used in<br />
outbound call centers, a predictive dialer software makes the work of a call center agent<br />
faster by employing computer algorithms in placing calls based on a pre-uploaded contact<br />
list.<br />
A BRIEF HISTORY OF PREDICTIVE DIALERS<br />
The history of predictive dialers takes us back to the 1980’s. As the decade saw rapid<br />
advancements in technology, numerous inventions in many fields including the<br />
automobile industry, genetics, entertainment, and what would be the predecessor of the<br />
modern Internet had been introduced. Accordingly, these innovations brought forth the<br />
opportunity to automate various segments of the business process including the way<br />
multiple phone calls are handled.<br />
Originally, the first predictive dialers were limited to the banks and were considered to be<br />
the most basic system used for telemarketing and collections. The older versions of the<br />
system required call centers to go through the inconvenience of loading floppy disks<br />
containing the name and contact information of the callers. On top of that, call center<br />
agents were required to sit next to the dialers in four-hour shifts. As the dialers did not<br />
allow for integration with other system like a structured database, incidents of agents<br />
calling the same client more than once were a common case.<br />
All innovations that survived time are the ones that have come nearest to fulfilling the<br />
insatiable desires of humankind. Those that have fallen short of the expectation are either<br />
further enhanced or are simply buried along with everything deemed obsolete nowadays.
For the predictive dialer, it was the former. The introduction of a more efficient system to<br />
the ancient “predictive dialers” people now would call a mere database, has greatly<br />
improved the overall effectiveness in terms of productivity from workers and revenue<br />
from sales. The modern predictive dialers have been an indispensable tool for the call<br />
center agents of today. This miracle device gave birth to a higher standard in being in the<br />
industry.<br />
PREDICTIVE DIALERS TODAY: HOW THEY WORK<br />
Since companies like call centers and telemarketing businesses rely on the maximum<br />
number of calls made within the day, automating the process of handling calls reduces the<br />
incidents that would otherwise lead to unanswered calls, longer waiting times, or dead<br />
numbers.<br />
The predictive dialer has proven itself to be an invaluable asset to the call center and<br />
telemarketing industry. Owing to the dramatic improvements it had to go through since its<br />
inception three decades before, the predictive dialer as we know today has been better<br />
than ever. But first, how do they work?<br />
In essence, a predictive dialer software works using statistical algorithms to minimize the<br />
intervals between successful answered calls. Because the industry relies on sales of any<br />
commodity or service closed by the agents on the other end of the line, it is impossible to<br />
overemphasize the role played by the number of homeowners they connect with in one<br />
day.<br />
Unlike the ancient versions, the predictive dialers of today do more than storing contact<br />
information for the agents to call. They also dial multiple numbers at a time, depending on<br />
the rate of call successes. If only one out of five calls are answered, the software is very<br />
likely to dial five numbers for every agent available. Aside from that, the average duration<br />
of each conversation as well as the average time for people to respond to their ringing<br />
phones. If one call usually lasts one minute and it takes five seconds for the call to be<br />
taken, the software will start dialing numbers at the 55 second mark.<br />
ADVANTAGES OF THE USING A<br />
PREDICTIVE DIALER
LITTLE TO NO CHANCE OF BIAS<br />
As any predictive dialer uses algorithms to predict the duration of each call and<br />
automatically assigns calls to available agents, it does not wait for a particular agent to be<br />
available. This ensures that all agents on the team do not get to choose which call to take<br />
or to ignore. Accordingly, all agents are expected to be equally competent to handle any<br />
call.<br />
IMPROVES WORKER EFFICIENCY<br />
Before the emergence of the modern predictive dialers, an agent is only spending 40<br />
minutes per hour attending to calls. This device is known to increase the overall<br />
productivity incredibly. With its help, each agent now spends 55 minutes of every hour<br />
busied by potential customers. This is a great improvement in efficiency, downing idle<br />
time from 33% to a mere 8%.<br />
REDUCES HUMAN ERROR<br />
There are at least two ways an agent can err when a predictive dialer is not at their<br />
disposal. First, the monotony of dialing and waiting for an answer from the end of the line<br />
can take its toll on you. After a few hours, it’s possible to find yourself switching the first<br />
two digits of the number. Especially if the commodity offered is only relevant in a targeted<br />
area, the call would be completely useless. The chance of two agents call the exact<br />
number is also not an impossibility. While this is not a mistake of either worker, it still<br />
reduces efficiency. Thanks to the predictive dialer software, all of these are a thing of the<br />
past.<br />
HELPS CLOSE MORE SALES<br />
Definitely, not all calls will result in success. The fact that the agents are attending to more<br />
calls increases the possibility that more deals would be closed by the end of each shift.<br />
More calls result to more sales, and more sales mean more profits!<br />
Truly, the predictive dialer software is the unsung hero of the call center industry. Much<br />
burden is cast off each agent’s shoulders simply because such innovation exists.