Predictive dialers are considered as the best tools which call centers have at their disposal. There are various reasons for that. Firstly, they dial many phone numbers from a contact list and they also direct these calls to the next available agent. Hence, a clear communication channel is established. It also helps various companies and firms to save tremendous amounts of time and money. Instead of hiring a person who sit there physically and dial every number until they find someone who is actually willing to attend your call, a predictive dialer can dial multiple numbers in a short period of time and connect the clients to the agent who is free. However, there are some pros and cons of using a predictive dialer and some considerations which businesses should follow:
The predictive dialers are basically designed to connect a person who attends a call to a suitable sales representative or telemarketer. It discards any of the calls which are not properly answered, have busy signals, disconnected lines, fax machines or any other form of automated services and the most importantly it has a very cool option past the lines which are picked up by answering machines and voicemails. The predictive dialers save a lot of time for the telemarketers as they don’t to manually dial the telephone numbers, listen to ringtones and any unanswered calls. Thus, predictive dialer greatly helps telemarketers to spend most of their valuable time communicating with the customers. That time which was once wasted in dialing and waiting for a customer to answer their phone.
graph1These systems have amazing features like automatic call distribution (ACD), interactive voice response (IVR) and call recording that added a new paradigm to the predictive dialer and auto dialer capabilities of this system. The computer telephony software allows this phone system to be used by outside applications and developers. Some of the dialer systems have an edge in efficiency and productivity not available in other dialing systems where the agents have the option at any time during the click to “transfer” or 3-way the caller to another agent. A good thing out of this is that when your agents will spend most of their time talking with your prospects or clients they will definitely bring positive results. This technology will greatly assist in generating great sales lead which in turn increase a business profit generation.
There are numerous advantages of this system. It is not very expensive and has a flexible architecture that will work amazing in distributed areas and multi-sites. However, it entails few disadvantages as well. The old dialers usually make errors in call classification and some of old PBXs are unable to function properly with the soft dialer. Other type of dialers include smart predictive dialers, hard dialers, hosted dialers and hybrid dialers. Each of these dialers have its own advantages and disadvantages. An organization who is looking to opt this system must take into consideration all the pros and cons of a specific system