How Predictive Dialers Play a Key Role in the Success of Outbound Calls?

It takes about ten seconds to dial a ten-digit phone number manually. The processing time takes a few seconds and an average call rings for thirty seconds before they’re picked up by a customer. That means, for each call, almost a minute is wasted before a call center agent gets to speak with a customer.

In the customer service industry, where every second counts, just imagine the time wasted in a day, a week, and a month, if every call center agent must manually dial every phone number to make outgoing calls.


Thanks to Douglas A. Samuelson, the inventor of the predictive dialer, present-day agents don’t have to do that now. They just need to log in to their computer system, put on their headset, and speak with the customers.


A predictive dialer is an automated outbound call center solution that dials a list of numbers and directs the call to an available agent only when somebody answers it. Equipped with specialized technology, it can recognize and avoid busy tones, answering machines, and unavailable numbers. This article explores the role of predictive dialers in ensuring the success of outbound call centers.


1. Fewer gaps between calls: One recent study found call centers that use predictive dialers considerably reduce the gaps between answered calls. When agents don’t have to manually dial numbers or wait for the customer to pick up the phone, they move from one call to the other in just a fraction of a second.


2. Excellent time management: In the customer support sector, where every second is important, efficient time management is the key to higher sales and improved revenue. By leveraging highly sophisticated algorithms and bypassing answering machines, predictive dialer helps agents and call centers in just that.


3. Higher agent productivity: By automating outbound calls and eliminating wastage of time, predictive dialers enhance call center agents’ productivity. By saving time on manual dialing of phone numbers, call center representatives get to focus on their core job, which’s to speak with more customers. As per reliable stats, predictive dialers have been found to enhance productivity by 200 % and cut idle time by 25 %.


4. Zero manual errors: Even the most experienced agents can make mistakes while dialing a number. All it takes is one accidental press to connect with a wrong number. A simple misdial not only wastes time but will create a negative image of the company. It may also result in legal complications, especially if the number dialed is listed under DND.


5. Better lead generation: As predictive dialers enable call center agents to speak with more and more customers, they enhance the chances of generating high-quality leads and improves the conversion rates as well.


6. Enhanced lead management: Many predictive dialers come with lead management software, which enables them to know the numbers that are functional and eligible for calls. This allows them to screen out busy signals, voicemails, as well as DNC and DND numbers.


7. Cost reduction and huge ROI: Call centers that integrate predictive dialers with their other VoIP software solutions can lower their operational costs. Hosted predictive dialer software can lower IT costs and upfront capital expenses. The ROI in predictive dialer is huge.


8. Data and reports: Predictive dialers can track agents’ productivity and determine call quality. Apart from that, they can monitor real-time data, analyze them, and generate several reports.


9. Skillful workforce: By allowing call center agents to have meaningful conversations with customers, predictive dialers motivate them to polish their skills. They can engage more customers and better answer the queries. Call centers that use predictive dialers have more motivated and skillful agents than those that don’t use predictive dialers.


10. No legal complications: By totally complying with the telemarketing laws as well as all rules and regulations, predictive dialers eliminate legal complications. They filter out the DND numbers as well as other confidential and sensitive numbers from the database and connect agents only to the approved numbers.


Summing up,


Predictive dialers are amongst the most important innovations for the call center industry and have revolutionized the way agents dial customers’ phone numbers. From enhancing agents’ productivity to eliminating legal risks, they have benefited call centers in many different ways. Due to their popularity and importance, many predictive dialers are available in the market. This makes choosing the right predictive dialer all the more important.


HoduCC’s predictive dialer offers sophisticated features and allows call center agents to focus on their core activities. If you want to know more about HoduSoft’s predictive dialer software, visit https://hodusoft.com/predictive-dialer-software/ or contact its team today.

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