Call Center Efficiency

By: Jennifer Hanna Gross

Predictive Dialing is a call center tool used to generate higher margin talk time for teleworkers. The predictive dialer works by using a variety of algorithms to predict both the availability of agents and called party answers, adjusting the calling process to the number of agents it anticipates (or predicts) will be available. This article was prepared to educate the differences and postivies and negatives.

Traditional predictive dialers use auto dialing with voice messaging, with teleworkers who are prepared to handle calls initiated by the dialer. Answering machines, busy signals, and no answer calls are processed in a manner similar to that of a new-age hosed predictive dialing system. However, when a 'live' answer is detected, the dialer plays an introductory recorded message, giving the call recipient the option to talk with an agent to complete the transaction. This message is a consistent greeting that identifies the caller, the nature of the call, and the option to speak with an agent. This process requires a more sophisticated predictive algorithm to ensure that a phone agent is available when the call recipient asks to speak with an agent. Analyzing the pros and cons of the traditional predictive method and then further delving into the hosted variety of predictive dialing you can see which method is right for you.

Pros of Traditional Predictive Dialing:

. Call lists are pre-qualified without the introductory need for an agent
. Fewer agents are required to handle far more calls
. Agents are only speaking with interested callers
. Call list processing is far less expensive

Cons of Traditional method:
. Overall list performance may be less due to call recipient resistance to recorded messages
. Certain U.S. states do not allow recorded messaging (unless prior business relationship has been established). This may limit the use of this technique to only certain types of business or consumer campaigns in certain geographical areas.

Hosted predictive dialers
Hosted predictive dialers (aka Virtual Predictive Dialers, Web-Enabled Predictive Dialers, VoIP Predictive Dialers) use the Software as a Service (SaaS) model to provide organizations and individuals with a predictive dialer capability. Typically, the only requirement for a firm to use a hosted predictive dialer system is a computer with an Internet connection and a telephone line for each agent.

Pros:
. No required investments in computer or telephone hardware
. No required investments in software or licenses
. Administration and support are handled by the service provider
. Links into the system are remote, enabling agents and supervisors to connect from any location

Cons:
- Service is dependent on an Internet connection; when the Internet goes down, so does the service.

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