What Is a Predictive Dialer? What Are Its Pros and Cons?

Posted by Jay on February 26th, 2021

Outbound calls are common in all businesses, regardless of their size and industry verticals. However, some businesses make several outbound calls in a day. These calls could be made for multiple reasons such as:

• Cold calling
• Collection calls
• Collecting feedback
• Running survey
• Giving reminders
• And more

Businesses like BPOs, KPOs, call centers, lead generation agencies, customer care centers, collection agencies, etc. specifically run outbound campaigns daily. These businesses use different tools such as predictive dialer, call center software, CRM system, voice broadcasting solution, and more. The predictive dialer is one of the most used tools and terms in the businesses that run more outbound calling campaigns.

Let’s understand predictive dialer in a better way:

What is a predictive dialer?

It is a feature of advanced call center solutions or it can be an independent solution, which holds predictive algorithms. The predictive dialer can predict in advance when the next agent will be available and how many numbers need to be dialed to get connected to a live person by bypassing the automated answering machines, busy tones, etc. Thus, the call can be connected to the agent as soon as he is available. The advanced predictive dialer feature available in the smart call center software can also predict how long a dialed lead will take to pick up the call.

What are the major advantages of a predictive dialer?

There are many benefits of predictive dialing in outbound calling campaigns. Let me share the key benefits.

1. Increased productivity

The number one benefit of predictive dialing is it can boost productivity up to 150%. It is the only dialer that has this capability. As it can predict when the agent will be available for the next call after completing an ongoing call and the wrap-up process, it stays ready with the next call to be attended by the agent. This helps in boosting the productivity of the team extremely high.

2. Increased reach

In many call center campaigns, it becomes necessary to reach out to each lead and that also within minimum time. The predictive dialing feature of call center software helps in quickly completing the list. Moreover, if you use smart call center software, this can be even speedier because the auto dialer in that software can also predict when the lead is more likely to attend the call, so it dials to the lead at the right time.

3. Increased revenues

The predictive dialing helps in reaching multiple leads and that also at the right time when they are more likely to listen to the conversation. Therefore, increasing goal conversion becomes easier. The increased goal conversion can be sales, collection, better response, etc. Each of these goal conversions would ultimately result in increased revenues.

What are the disadvantages of predictive dialer?

There is only one disadvantage of this auto dialer.

1. Increased call drop rate

This dialer has 95.99% of accuracy in predicting things. However, sometimes it happens that the customer picks up the call before the predicted time or the agent takes a little longer than he is expected to wrap-up the call. In both cases, the agent will not be available on the call to attend the customer and this will increase the call drop rate.