Predictive dialer

Running a call center is all about efficiency. Agents need to be efficient getting through each interaction, staffing levels need to be scheduled to handle peak times without over-staffing, and most importantly your phones and computing infrastructure need to be top notch. A predictive dialer is a key component of maximizing your call center revenues – here's what you need to know when comparing them.

The basic idea behind a predictive dialer is that outbound call center agents waste too much time waiting for prospects to answer the phone. Large numbers of calls get no answers at all, while others end in busy signals, voice mail, or disconnected numbers.

A predictive dialer insulates your call center agents from all calls that don't reach a live person. The system dials the numbers on your to-call list and monitors the results. Calls that aren't answered are simply noted and put aside. Those that are answered by a live person get a short message to the effect of "We're connecting you to an agent" while the system transfers the call to a waiting call center rep.

The more sophisticated the predictive dialer, the more options it will have for call handling. Many systems detect answering machines and voicemail and can leave a pre-recorded message asking for a return call or providing important information.

Choosing a predictive dialer
You'll want to be very careful about choosing a predictive dialer to make sure it works seamlessly with the rest of your infrastructure. Often, the best way to add predictive dialing to your call center is to replace your call center software completely.

Also, make sure that the predictive dialer you choose is well-matched to your calling patterns, including number of agents and number of calls. You'll want a system that can handle your current calling needs and planned growth, but not one that's designed for a call center ten times the size of yours.

Buying call center software is a complicated process – you can read our Call Center Software Buyer's Guide for more information – but one of the best ways to make sure you get the right system at the right price is talk to 4 to 6 qualified dealers and receive competitive bids from each of them. Submit a free price quote for predictive dialers and call center software and you'll be on your way to a more efficient call center.