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1. What is Predictive Dialing?
Amongst the vast amount of technological innovations that have sprung up in the recent number of
years, Predictive Dialing is at the top of the list. Predictive Dialing is a key essential in the telemarketing
and telecommunications field and has become in recent years a necessity rather than an extra. There
are numerous reasons why this amazing novelty has changed the field.
Firstly, the Predictive Dialer detects the result of a call. For example: no answer, busy, fax, bad number,
answering machine, all without any presence of human expertise. This results in saving time, by only
transferring calls which are voice connects to the agents locally or remotely. This thereby increases
efficiency for the company by having their highly-paid agent speak to potential customers, with wasting
as little time as possible with “dead time.”
Possibly, the most noteworthy task done by the predictive dialer is to predict, which means always
making an effort to get a live call to the available agent with the shortest amount of standby time. This is
accomplished by self learning algorithms within the Predictive dialer to increase or decrease the dial
ratio per agent.
Next is organization. Proper organization is essential for any company to succeed. With Predictive
Dialing, the “no answer”, etc. clients are simply put on the bottom of the list, with an automatic note
stating what exactly happened on the first try (answering machine, busy signal, etc…). Not only that,
everything is computerized and in order, not just scribbled on a note somewhere bound to be lost or not
entered into the system. Also, having an organized and neat workplace will make things easier and less
overwhelming for the agent.
In addition to the added level of organization predictive dialing brings to the agent, it also helps the
company as a whole. Meaning, each and every single tried customer, whether connected or not, has a
record of everything that has taken place with each call on his tab. This therefore provides the company
with key information and statistics that would otherwise be very hard to record. The predictive dialer
can also delete and remove any unwanted numbers that will just waste time such as out-of-service
numbers or fax numbers. The company can then look for new numbers to add to the list and minimize
time wasted on bad numbers.
Perhaps the most important aspect of Predictive Dialing is the significant reduction in expenses. A
predictive dialer results in major price decreases in telemarketing by having the agent busy 47 out of 60
minutes, as opposed to the traditional method, 16 out of 60 minutes. The design of the Predictive Dialer
is to efficiently increase productivity, decrease expenses, and increase sales.
Submitted by: Freedom TeleWork.