Predictive Dialer Applications

Predictive dialers are most often used for telemarketing to enhance efficient use of time by the Call Center sales force. They do that by analyzing how briskly the sales agents close a call and what number of calls for a given geographic area are actually answered (and how quickly) by a real person. The predictive dialer predicts when the subsequent call center agent can be available and dials a number of phone numbers to try to have a customer on the line "just in time" for the agent to take the call … thus, dramatically decreasing wasted time by the agent and closing more sales.



Typical Call Statistics



For a typical calling list, 25-35% of the numbers called on average will end in someone actually answering the phone. On average, 10% will probably be answered by voicemail/answering machines, fax machines, or modems; 5% will be busy; and 40-60% won't be answered at all. Thus, if done manually, call center agents will waste roughly 80% of their time, and therefore spending about 20% of their time truly selling. Primarily based on these statistics, a predictive dialer system will reverse these two numbers and increase productivity by approximately 300%.



More Predictive Dialer Applications



Predictive dialers can also be used for many other call center applications. For instance, a predictive dialer can provide "welcome calls" to new customers, provide customer service call backs when somebody is available to deal with a query or issue, remind and confirm appointments, bill collection, delivery notifications, worker communications or distribution, fund raising, automated voice messaging to the elderly, and as an auto dialer for any many different kinds of large volume calling such as distributing private messages en masse (e.g., campaigning). Predictive dialing techniques can even automate the method of updating customer records, submitting gross sales orders, send personalized emails and faxes, etc.



Some techniques can also be used to deal with incoming calls for applications such as Inbound Messaging Center, pressing notifications (where the customer can leave a message of his problem, and you will be notified instantly), or your organization’s voicemail system.



You can click here to learn more about the advantages and downsides of every kind of predictive dialer technology in addition to how to select the precise system for you. More topics by Dr. Stoker: Stock Option Quotes and Online Piano Lessons



Written by Dr. Bryan Stoker.