Predictive dialer technology has made almost every call center and their agent’s job much easier. Because of this auto dialing system easier for call center staff to change and/or manage data, increase call efficiency thereby increasing call volume and see fruitful results. The predictive dialer is an amazing duo of advance technology and modern digital equipment. With the help of this technology you can easily dial phone numbers through an automated system, keep track of an organized database and follow up on your target goals.
Any and all call center owners should consider investing in a predictive dialer software for their computers. And to make things better, the process of selecting the right kind of software is easy and simple as there are so many options in the market all providing different features. All you have to do is browse through numerous predictive dialer provider’s sites and select the one that best meets your requirement. You can easily find a web based predictive dialer software in no time.
Predictive dialers are actually the next step after auto dialers, as with an auto dialer, it only dials a random number automatically when an agent is idle. But in the case of the more advanced predictive dialer, it predicts the availability of agents and accordingly increases or decreases the number of calls it makes. It uses a range of complex algorithms to predict the agent’s status (busy or idle), whether the call is answered and then deciding to make a call as agents become available. Not only this but predictive dialers have the ability to monitor the calls it makes before transferring it to an agent, depending on the response. The predictive dialer does not forward, and eliminates, any calls that are busy, unanswered or receive silence and are answered by any auto response system like answering machines or fax machines and etc. The only calls it transfers to available waiting agents are calls that are answered by real, live people. This helps agents avoid wasting time on unanswered calls or failed calls. Predictive dialer software dials four lines every time an agent is available, increasing the time an agent spends working rather than sitting around and waiting.
One major type of predictive dialer, which is also very commonly used now days, is a hosted predictive dialer that is hosted on your predictive dialer’s web service. The great thing about this is that it allows agents to be virtual. What this means is that the employed agent does not need to be physically present at the organization and can work from anywhere in the world. And just like any other predictive dialing system, this can also recognize busy calls, unanswered calls, fax tones, answering machines and any silent calls and only transfer valid calls received by a human being. Also as mentioned above, predictive dialers have built-in artificial intelligence that equally transmits calls amongst agents. This makes the agents more productive and useful. One other great advantage of this web hosted predictive dialer is that it can also recognize and eliminate any number that are in the Nation Do Not Call Registry, avoiding any legal lawsuits the call center might have faced otherwise.
This technology is a major leap forward from the old auto dialer system and is an important addition to your company call center. It will not only increased efficiency of your agents, and call center in general, but also make things easier.