How Predictive Dialer Boosts Call Center Performance?

Posted by Jay on January 11th, 2021

With the advancements in call center technology, many amazing innovations are made in this industry. Unlike traditional call center software that used to come with a few features, the modern call center solutions come with an array of features to benefit call centers as well as businesses using it.

Nowadays, call center solutions are not only used to complete different contact center operations with more accuracy and efficiency, but they are also used to leverage several advantages. Predictive dialer is one of the most advanced features available in the contact center software. Different call center solutions may have different functionalities of this software, but the fundamental operational model is the same. For example, the smart call center software will have the most advanced form of predictive dialing compared to a call center system available for small businesses.

Predictive dialer is one of the auto dialers, but it is the most advanced auto dialers out of all. Its sole objective is to improve the performance of each agent to boost the performance of the call center at the maximum possible. It has, in fact, improved the call center performance in many ways, let me explain some of the major ways it boosts contact center performance:

1. Time and resource-saving

As mentioned earlier, it is an auto dialer, but it is way more advanced than all other auto dialers of any contact center software. All auto dialers wait for agents to complete an ongoing call. Once it is completed, the auto dialer selects and dials the next number. Agent stays idle until the call gets connected to the customer or a lead and can only work when the agent gets the next call. In this process, the call center dialer definitely makes calls automatically, but still, somewhat time of the agents gets wasted.

The predictive dialer is way more advanced in this approach. It is called predictive because it can predict based on smart algorithms developed for this contact center dialer. It can predict when an agent will be free and how many numbers need to be dialed to connect with the customer or lead. By predicting this, it dials enough numbers to ensure once an ongoing call is completed; the agent has the next call to attend.

2. Increase call connect ratio

As mentioned earlier, this contact center dialer functions extraordinarily to ensure agents get the next call once they complete an ongoing call. This auto dialer is developed using the latest call center technology. Therefore, it can also predict who is more likely to attend calls at the moment. By predicting this value, the predictive dialing picks and dials the numbers by ensuring 98.99% of dialed numbers will result in connected calls. This is how it ensures the highest call connect rate.

3. Increase productivity

No waste of time and more connectivity ensure agents invest their time on calls. This helps in ensured increased productivity.

4. Boost performance

The increased productivity, saved time, increased call connect rate, etc. helps in ensuring that the performance and productivity of the call center are highest. This ultimately results in boosted performance.

Author Bio

Author writes on call center solutions with different features like predictive dialer, power dialer, progressive dialer, auto dialer, etc. The writer also writes on different services and solutions related to call center software.