Call Center Trends

Predictive Dialing for Contact Centers

Preditive Dialing
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Predictive dialing is a tool commonly used by contact centers because they allow to expedite operation, boost productivity, and take full advantage of resources.

For some time now, call and contact centers have adopted predictive dialing as the main means for managing outbound call traffic, given that it streamlines contact and increases profitability by up to 30%. 

How Does It Work?

Predictive dialing systems enable, among many other things, to achieve higher contact rates. They automate calls while screening out busy or out-of-service lines and identifying answering machines through human voice detection.

This means they forward calls to ready agents exclusively when they’re taken by a person, thereby guaranteeing effective contacts. 

When using such technology, contact centers can improve agent occupancy, avoid dead time, and minimize no-answer percentages.

They can also improve agent productivity by getting rid of manual dialing and determine the right time to make calls. The series of agents who will be staffed, and the average talk time (ATT) of each workstation. 

Both automatic and predictive dialers reduce contact centers’ abandon rate. And drive customer satisfaction by operating on a specific schedule and enhancing interactions.

When they’re used in conjunction with CRM applications, efficiency is maximized as agents can access all the data necessary to deliver a better experience. 

Predictive Dialing

More Sales and Little Downtime

Closing a sale depends largely on one factor: contacting leads quickly and effectively.

Predictive dialing increases agents’ chances of communicating with potential buyers directly, which consequently increases the likelihood of driving them down. The sales funnel faster and generating a larger number of sales per hour (SPH) than with manual dialing. 

The success of predictive dialers is based on their ability to not only lower dead time rates and control agent idle time, but also: 

Connect multiple calls concurrently

Predictive dialing systems must make several calls per agent at once. In order to make at least one live connection on each attempt.

Productivity is noticeably improved when transitioning from manual to automated dialing because agents are supplied with a steady stream of calls with little to no downtime. 

Filter out bad numbers

Predictive dialers must skip numbers that are invalid or known not to be working, like those that have been disconnected, along with fax machines, and unanswered calls.

They must also be set to trigger a particular action when detecting answering machines (for instance, hang up, transfer, or drop a pre-recorded message).

This ensures that agents be connected with a person at all times.  

Use do-not-call (DNC) lists

Predictive dialers must identify contacts classified into the ‘opted-out’ category. For example, DNC lists can be configured with the phone numbers of leads who don’t want to receive any unsolicited calls.

This way, even though they remain stored in the built-in database they won’t be dialed. And agents will get to speak only with people who may be interested in the products or services offered. And who may be more likely to be converted into customers. 

Take a look at this video and learn how predictive dialing works!

Nuxiba Predictive Dialer

In addition to the previous characteristics, predictive dialing systems must feature functionalities that prove useful for the strategy and the targets of each company and their outbound campaigns. 

Nuxiba developed an integral predictive dialing solution that can be fully tailored to the needs of your contact center. It includes a comprehensive set of tools, such as IVR, CRM, blended calling, reports, call recording, call monitoring, etc. 

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4 thoughts on “Predictive Dialing for Contact Centers

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