A dialer is an application to automate the process of dialing to an external contact number so that contact center agents can select calls strategically. The productivity of the call center largely depends on the number of calls addressed per day. However, due to limiting factors, such as missed calls, call waiting, calls not picked up, or the number dialed being out of service or connected to fax machines, can hamper the productivity of the contact center to an alarming degree. In order to combat such issues, outbound dialers are installed, which in turn accelerates performance, measured in Talk Time per Hour (TTH).
How do predictive dialers work?
Predictive dialing is a means of outbound calling, where the system dials the numbers on the database sequentially, without an agent on the line. The outbound dialer dials several numbers simultaneously and when a live person answers on the other end, it automatically diverts the call to an available agent. This method is referred to as ‘Predictive’ because it can predict the availability of the agent as well as calculate the time in which the live person will answer the call. It comes up with such predictions based on the pattern observed in the previous calls.
A predictive dialer is ideal for contact centers that have multiple agents to take calls. This will avoid call drop outs, which adds to the abandonment rate. Read our previous blog post on how to eliminate dropped calls with an intelligent outbound dialer to garner more insights.
How Do Power Dialers Work?
Power dialing is a type of call center dialer where the agent is already active on the line at the time of the call. The agent activates the calling session and when a live answer is detected, he answers the call. Since the agent is already live here, there is no call transferring required.
It is ideal for single-agent scenarios or in remote-agent environments, since it does not require multiple agents to transfer calls to. The possibility of abandonment rate is ruled out here, since the dialer dials one line at a time. A single-line power dialer can make around 75-80 calls per hour.
A Comparison of Power Dialers and Predictive Dialers
1. Ease of Use: A Predictive Dialer is complex auto dialer in terms of setting up and requires a lot of technical support and manpower (agents) to make it a success, whereas a Power Dialer is easy to use and very effective, since there is assistance available before the calls get connected.
Verdict: Power Dialer is a clear winner
2. Number of Calls: A predictive dialing system can contact the maximum number of customers. However, it is important to match the number of calls in a day with the agents available to receive the calls, in order to avoid dropped calls. With power dialing, the number of calls depends on the call receiving capability of the agents.
Verdict: Predictive Dialer wins hands down.
3. Quality of Connection: With predictive dialers, customers can sometimes be put on hold based on the availability of agents, which can irritate the customer and possibly end up losing them. However, with power dialing, callers get instant response and information.
Verdict: Power Dialer scores higher in terms of customer satisfaction.
Selecting the right auto dialer as per your business requirement can help yo devise the smarter contact strategies for your call center.