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Predictive Dialer

High Call Connects with maximum Call automation - Automated Predictive Dialing

What is a Predictive Dialer?

A predictive dialer is an outbound calling system that allows you to bulk-dial from a list of contact numbers. While automating the outbound process, a predictive dialer filters busy signals, voicemail, no answers, and disconnected numbers to connect the agent only when someone answers the call on the other end. The predictive dialer uses advanced algorithms to get the exact time that an agent should be wrapping up a call and only then bulk dials other numbers. The main advantage of using predictive dialers is one can cut down manual dialing time to increase agent efficiency.

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Who should use a Predictive Dialer Solution?

Predictive dialers are routinely used in telemarketing, market research, debt collection, and customer service follow-ups where they help to organize and manage the client database and systematically dial out clients for the above mentioned use cases. Additionally, a predictive dialer also helps to intelligently assign calls to available lead qualification agents to allow them to maximize the amount of time they can spend on the phone with leads during outbound sales prospecting.

How to Setup a Predictive Dialer for a Call Center

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Upload Contact Dial Lists

Automatically or manually upload the lead list into the outbound Call center system 

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Dial Order Segmentation

Segment and prioritize the contact numbers based on pre-set rules and the type of dialing algorithm

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Configure the Predictive Dialing Parameters

Define the predictive dialing parameters like pacing ratio, peak call count, variance factor, and call drop ratio to optimize outbound dialing

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After Call Actions

Automate Contact movement, notify the supervisors and/or auto-assign the lead based on call disposition or other configured factors

Benefits of a Predictive Dialer Software

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Smart Dialing

Adjust Dialing based on available Agents

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More Call Connects

Reach ~75% Call Connect rates

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Boost Agent Productivity

Reduce agent idle time for maximum utilization

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High ROI

Achieve 95% Call Coverage and increase sales conversions

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Contextual Reach out

CRM & CTI integrations to dial with context

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Intelligently Assign Calls

Use your preset parameters and predictive dialing algorithms to determine and automate call assignment based on factors such as the number of available agents, the number of operational lines, and the average time an agent spends on a call.

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Increase Call Connects to 75%~

Many businesses struggle to achieve a 40%~ connect rate. Ameyo’s predictive dialer software learns from historical data to tweak the dialing algorithm after taking into account agents that are available. Thus, eliminating the need for human intervention while increasing call connects significantly.

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Maximize Agent Productivity

Dial more calls in less time with a predictive dialer. At the same time, intelligently pace outbound calls and filter out unproductive calls such as answering machines or busy tone to ensure high call connects and reducing agent idle time.

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Increase Sales Conversions

Lead prioritization, knowing the best time to call, timely followups, contextual conversations, configurable workflows – all of these are means to achieve the end i.e. gaining more customers while increasing the agents’ productivity.

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Let the Agents have Contextual Conversations

Vary the pacing ratio along with lead prioritization help the agents qualify the leads better. Additionally, allow the agents to view customer data like past purchases, existing portfolios, pending orders, etc using CRM and CTI integration. Having this information increases the conversion rate by letting the agents have personalized and contextual conversations.

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Be Smart about your Outbound Dialing

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Max Pacing Count

Pre-define maximum calls that you can dial per agent based on Agents and channels available to ensure optimum resource utilization.

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Maximum Call Count

If the Max Call Count is set at 100, and the call server is already connected to 80 calls, then only 20 calls more will be dialed out. The dialer will never exceed this limit.

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Call Drop Ratio

Define the maximum percentage of call drops allowed for total outgoing calls to control factors like non-availability of agents.

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Agent Wait Time

Set the time gap between the agent wrapping up an ongoing call and initiating a fresh call to keep the agent idle time in check.

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Variance Factor

This parameter indicates the dialer, by how much it can vary from other pre-defined parameters like Max Pacing Ratio.

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Answering Machine Detection

Allow transferring only those calls to the agent that are answered by humans.

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CUSTOMER SUCCESS STORY

See how Cars24 improved their Lead Conversion while significantly reducing the overall TAT

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Frequently Asked Questions

Predictive dialer connects the calls even before the agent’s availability and enables businesses to increase efficiency and the number of calls they make. It ensures that more customer calls are made in a shorter time, maximizes agent productivity, and minimizes worries of idle time, answering machines, and time zone navigation.

Predictive dialer helps to avoid unanswered calls; busy tones and improve customer experience by allowing agents to personalize their conversations.

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A Predictive Dialer uses a machine-learning algorithm to increase agents’ efficiency in a call center campaign by dialing numbers ahead of time and screens out all unanswered calls.

Predictive dialers allow agents to connect to the answered calls only and significantly enable agents to grow their number of live connections. It reduces the agent’s idle time and eliminates the need to pay attention to unanswered calls, busy signals, disconnected lines, etc.

A predictive dialer uses mathematical algorithms and formulas to predict the average call answer time and agent availability then modifies the dialing rate accordingly. An effective predictive dialer analyzes unsuccessful calls and determines if that number requires a callback.

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  • Predictive Dialing

Predictive dialing is one of the essential features of predictive dialer software. It eliminates all unproductive calls and connects only the calls to agents answered in a human voice, resulting in a more customer connection rate.

  • Pacing Ratio

Pacing ratio is a process of dialing countless numbers for a single agent in one go that helps achieve the predictive dialer’s goal of improving the agent’s performance and efficiency.

  • DNC Management

DNC is the list of contact numbers registered under government regulation for not receiving any promotional calls. The predictive dialer has a DNC management feature, which checks all the DNC numbers against the contact list, eliminates them, and assures fine free calling.

  • Filter-Based Calling

Filter-based calling enables call center superiors to define numerous rules based on time-zone, geography, or other demographics. It is helpful to get more focused and concentrated results.

  • Reports & Analytics

The report and analytics feature enables the supervisors to monitor the agents’ performance and identify where they lack to deliver customer service. It provides agents’ and real-time call monitoring reports to the superiors..

  • Call Back Scheduling & Reminders

The predictive dialer has the feature of scheduling a call at the time suggested by the customers. It also automatically sends reminders to the agents to ensure enhanced productivity.

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There are many advantages of ACD. Some of them are:

-It increases team efficiency
-Increases first contact resolution rate
-Flawless routing of calls
-Reduces call center costs
-Resource optimization

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