Predictive Dialers help in doubling the sales per hour per agent. A 50% increase in sales could give a 100% increase in profits.
The system predicts when agents will finish the current call, and the system will dial out another phone line while agents are still talking to customers. The phone call is passed to an agent instantly after a customer picks up the phone. It takes 30 seconds to manually dial a phone number and let it ring four times. If the customer doesn't answer the agent has to remember this and call the customer later.
But with a dialer, detection of disconnected phone numbers, or fax machines and passing only live calls saves a lot of agents time. The system allows the agent to talk to at least two people in the same time it takes to manually dial and reach one person and agent productivity increases by 150% to 400%.
Predictive Dialers help in saving management time too. The program maintains do not call lists, organizes data like sales, leads, call-backs etc. This can help agents to decide which times of day work best to call, finding the best lead etc.
Predictive Dialers help control leads . Once a number has been called by the system, it will remember what time the call was placed, outcome of the call, and will not call the customer again until asked to.
If the customer asks not to be called again, the agent can select the disposition code of do not call and the dialer will add it to the do-not-call list so that it can't be called again. If the customer asks to be called back later, the agent selects the time for the call back to be made. At the preselected time, the system will display the customer's information as well as any notes taken for reference during the conversation.
Predictive Dialers give a real-time feedback and the manager can monitor and maintain optimum performance and productivity.
The real-time displays give information about inbound queues, current status and statistics, dialer statistics, and list performance. It helps to identify agents who have exceeded preset goals, monitor and train an agent for immediate corrective action and feedback.
Predictive dialing removes the remedial tasks of manual dialing and frustration on not achieving the target calls and figures. It boosts the agent morale .
Most companies experience return of investment within six to twelve months.
Industry Applications of Predictive Dialers include:
As with almost every technology, predictive dialers too are changing and developing. New hybrid systems are emerging. These combine inbound ACD, outbound predictive dialer, and even voice response functions in a single integrated, low priced system.