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.
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
Upload Contact Dial Lists
Automatically or manually upload the lead list into the outbound Call center system
Dial Order Segmentation
Segment and prioritize the contact numbers based on pre-set rules and the type of dialing algorithm
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
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
Adjust Dialing based on available Agents
More Call Connects
Reach ~75% Call Connect rates
Boost Agent Productivity
Reduce agent idle time for maximum utilization
Achieve 95% Call Coverage and increase sales conversions
Contextual Reach out
CRM & CTI integrations to dial with context
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.
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.
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.
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.
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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Max Pacing Count
Pre-define maximum calls that you can dial per agent based on Agents and channels available to ensure optimum resource utilization.
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.
Call Drop Ratio
Define the maximum percentage of call drops allowed for total outgoing calls to control factors like non-availability of agents.
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.
This parameter indicates the dialer, by how much it can vary from other pre-defined parameters like Max Pacing Ratio.
Answering Machine Detection
Allow transferring only those calls to the agent that are answered by humans.