Open Source Predictive Dialer ? the Best Solution to Manage Outbound Calls

Posted by arun on August 19th, 2014

Call management is the biggest problem in every organization. There are so many calls made on a daily basis and they can be either inbound or outbound. People call others in various departments of the same organization, or even to external agents like clients or customers. Whatever the need may be, it becomes necessary to manage all these calls, in the most effective manner and control the cost as well. The situation becomes more prominent in the case of call centers, where making and receiving phone calls are the most important processes. Millions of phone calls are placed/ received in a call center on a day to day basis, and managing all of them is a huge task. You need software that is effective enough to handle them efficiently and reduce costs at the same time. Outbound dialer vendors are really effective for call centers and they manage all the outgoing calls seamlessly.

These outbound dialer vendors help in dialing numbers and manage failed calls. Previously, the call center agents used to be given a database, and they were used to call all the customers mentioned in that. A large number of calls would fail and more than half the time, these agents wouldn’t get the call connected. A lot of time was wasted in the process. This affects the productivity of the call center. To increase the business prospects, you need high productivity. When you use dialers, they do the job of dialing and the call gets connected to the agents only if the call is successful, that is, if the line gets connected and a person picks up the call. This saves a lot of time and energy. The call is connected to the agent who is free thus saving time and money.

Using an open source predictive dialer is even more efficient. As the name suggests, this dialer predicts and then dials. The software is given a list of customers and their phone numbers. It uses a special prediction algorithm for dialing. All the statistical data is used by the software to ensure that the time spent by the agents for waiting between the conversations is minimized as much as possible. The agents’ time is utilized to a great extent thus improving productivity by leaps and bounds.

The open source predictive dialer analyses two main sources that cause delays. The first being the rate of calls failed, and the second being the waiting time between two calls. The time taken to dial after a call is ended causes the delay in between. This issue is solved with the software dialing the new call before an existing call ends. It predicts the time required for a call to end and makes the call at the correct time. It has been found that using a predictive dialer increases the efficiency and productivity in an organization by a huge margin.