A predictive dialer is used by call centers and telemarketers in order to have time agents spend on the phone talking to potential clients instead of dialing or waiting to connect to a live person. They use a software algorithm that tries to predict when the next agent will be done with the current call for them to make a new call.
How many phone calls will not be collected or go to an answering machine, the predictive dialer software starts dialing before the agent’s phone. By calculating the number of dials you have to do before a live person answers that can start dialing while the agent is still on the call. The objective is to connect all agents with a new live call as soon as they are posted on your conversation.
There are several different types of predictive dialer solutions on the market:
Smart predictive dialers;
A soft marker is just a software program. It requires no expensive telecom hardware, so it is less expensive than a hard marker. Furthermore, because the power of computers today, a soft marker has the same and often even more than a hard marker functions. Things like analyzing call progress and automatic classification of calls are common features.
Most modern soft dialers can dial through the SIP VoIP protocol, which allows a less expensive way to dial through the traditional TDM network.
Hard Dialers are hardware-based telephony hardware using dedicated specialized to detect calls answered by answering machines and determine the call progress markers. This detection is often more precise than with a soft marker, however, the cost of ownership and maintenance is far greater than with a soft marker.
Intelligent integrated predictive dialer’s automatic dialing with automatic voice messaging. Like regular predictive markers, also has voicemail and busy signal detection. However, when the smart dialer detects a live person, you first need a voice message explaining the nature of the call and that led to the called party to choose whether to speak to a live agent or not. This requires more intelligence than regular smart bookmark.
The advantage of a smart predictive dialer is that agents talk to interested customers which increase efficiency. When playing the automated voice message, the called party can show that they are not interested without taking the time to a live agent.
However, some people do not like the automated voice message and abandon the call, so the response of the campaign is less than a regular Predictive dialer. It is a trade-off of time against the list agent response.
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