What is a predictive dialer?
Predictive dialer software is a smart dialing system which uses an algorithm to dial multiple numbers simultaneously, linking up agents once the call has been answered. Doing so enables your call center agents to move quickly through long call lists and minimize agent downtime.
Predictive dialing is the most advanced type of auto dialer, as its technology automatically dials numbers. This dialer is especially useful for call center teams with at least 5 agents, and high call volumes, including cold calling.
How does a predictive dialer work?
The outbound predictive dialer is the “smartest” power dialer – in the sense of its algorithm, which takes into account how many agents there are, how long calls last, contact list response rate, and other things to then place more calls. Here’s how it works:
- The calling begins: the dialer places more calls than there are agents. Don’t be alarmed: its technology ensures that there will be minimal time between the contact answer and agent joining the call thanks to the smart dialer.
- Placing the call: When the system detects that someone has picked up, it sends the call request to an agent. The agent will have a preset (by you) amount of time to pick up.
- The call: If the agent decides to decline the call, it’s then redirected to another agent. If they accept it, the call then truly begins.
- After the call: The dialer will transfer them to another call.
While this is all ongoing, the predictive outbound dialer is using its technology to determine how many calls it should make. This is called the “pacing algorithm,” and it utilizes average call duration and the number of calls needed to establish a connection. With this information, the VoIP automatic system adjusts its pace. And don’t forget: all of these settings – ringing agent time, wrap-up time, max ring time, default retry period, max attempts per number, and abandon rate – can be customized during the campaign’s setup.
How to start a predictive dialer campaign in MightyCall?
Beginning an outbound call campaign using MightyCall’s dialing software is a simple process that can take as little as 5-10 minutes if you have a prepared contact list ready. Here are the four steps:
- General Settings: Name the campaign, add a description, select the business number you will use for it, set the time zone, and specify the exact days and time when it’s going to run.
- Dialer Settings: Set up the system based on the specifics of your call campaign:
– Ringing agent time: this tells the dialer how long it will spend reaching an agent after a contact picked up
– Wrap-up time: here, the dialer learns how long it should give an agent after a call to do wrap-up work
– Max ring time: how long it should spend ringing a given contact
– Default retry period: the dialer will wait to call a contact again for as long as you set here
– Max attempts per number: this is the number of times the system will try to call each contact’s number
– Abandon rate: the maximum percentage of abandoned calls allowed for the campaign. If the actual rate is higher than predefined, the dialer will slow down
– Disposition Settings: customizable call outcome options available to agents after completing a call. Reviewing these outcomes allows you to analyze the campaign performance and make informed adjustments. - Agent List: select the agents that are going to drive the campaign forward.
- Record List: the leads’ phone numbers that are going to be dialed. The numbers have to be uploaded in a CSV file (no larger than 100 MB).
With that, you are ready for your predictive dialer campaign to start!
Key predictive dialer features
The core concept of this dialer software is to place more calls than there are agents, which guarantees the agents will be actively engaged in the calls and focusing on the conversations instead of waiting for calls or dialing manually. But MightyCall’s dialer technology is paired with other features, giving it a powerful boost:
- Live Call Monitoring: While calls are ongoing, managers can ensure that everything is running smoothly with our suite of monitoring features (Call Listening, Call Whispering, Call Barging, and Call Intercept).
- National DNC Integration: Not violating the National Do Not Call List is crucial, as call centers can be fined thousands if they do. But our DNC List scrubber ensures your contact center will be safe from violating it by removing any numbers on your campaign which correspond to the national list.
- Answering machine detection: One of our major predictive dialer benefits, this helps ensure that your agents won’t be connected to a dead phone line or a voicemail, saving them time.
- Voicemail drop: Use the automated voicemail drop feature to send pre-recorded messages directly to prospects’ answering machines, freeing up sales reps to quickly move on to the next prospect.
- Call Dispositions: These – which you can set yourself – allow agents to report on the outcome of a call.
- Call recording: With the speed of our dialer software, it can be easy to lose track of what was said and when. But with call recording, you can easily go back and listen to any calls made by your agents.
- After-action reports: After all is said and done, you’ll find all the necessary reporting and analytics in the Reports section, with tabs like campaigns, dispositions, call volume, and team productivity.
A closer look at an advanced dialing tool
Predictive dialing helps you and your agents power through even the densest of call campaign lists. Watch to find out how it works.
Benefits of predictive dialer software
There are numerous positives to making phone calls with a predictive dialer in a call center. Below, we have listed just a few:
Faster call campaigns
This is the first because it’s the clearest: this dialer technology moves through calls at a lightning-fast pace, ensuring that you do not need to drag your campaigns out longer than necessary. Placing calls while other calls are ongoing ensures a steady stream of leads for your contact center agents to speak with.
Longer campaign lists
Without this phone tool, your agents would be limited by how quickly they could dial numbers. This limits the length of your call campaigns: if you have a 10,000 number call list and only a couple agents, that would take forever. But the dialer enables you to go through big contact lists like that in no time.
Increased connection rates
The predictive dialing mode is moving through numbers incredibly quickly, increasing outbound call volume. By setting a good abandonment rate – it’s best to keep it around three percent to comply with federal law – you will not waste too much of your agents’ time.
Less agent downtime
Because the outbound dialer makes calls so quickly, your agents will not have to sit around doing nothing. The dialer will rapidly have calls ready for them; by the time they are done with their current call, the system will likely have another one ready for them to take on.
Less annoyed customers
As mentioned above, the system rapidly assigns calls to agents. This means that customers will not have to wait on the line for a long time, wondering if they will ever hear a human voice; they will very soon speak with one of your call center agents.
More sales
With the rapidity of calls going out, you are more likely to be able to make connections and make more sales than you would otherwise.
How much does a predictive dialing software cost?
Prices vary for dialers, and they are often combined with other pieces of call center software in one convenient package. Generally, this comes in at around $50-$150 per month per user, though prices can increase. MightyCall’s is in the low end of that range: the Enterprise plan, which features the predictive dialer, will run you $50 per user per month, with a discount available for volume.
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Use cases
The predictive dialer solution is one which is used by many industries. Here are just a few which highlight its practical applications:
- Retail: Actively reaching out to potential customers is key. This software automates the dialing process, ensuring your sales team can connect with a higher volume of prospects, ultimately expanding your customer base (and making more sales).
- Customer Service: These teams can benefit by using software to quickly reach out to a large volume of customers who may need a rapid response.
- Financial institutions: The dialer mode enhances debt collection efforts by automating the outreach to overdue accounts. This systematic approach increases the chances of successful collections.
- Education: For schools, this dialer can be employed to keep parents informed about important events, parent-teacher meetings, or any other types of announcements, fostering better communication.
- Real Estate: The predictive dialer efficiently allows real estate agents to contactial buyers or renters about new property listings using sures prompt communication and increases the chances of closing deals faster.
These are just a few snapshots of how call center predictive dialers can be tailored to suit the specific needs of various industries, revolutionizing communication and efficiency.
Best practices for setting up a predictive dialer in a call center
- Understand the goal of your campaign: Don’t just have your agents run into your calling campaign without a definitive goal in mind.
- Pick the right dialer: When you have a goal, make sure you choose the right tool for it. The wrong dialer will not wreck your campaign, but it can significantly hinder your success.
- Pick the right agents: Some agents are better with certain dialer types or types of campaigns than others. Predictive dialing software requires folks who can get their message across quickly, land the sales, and move onto the next caller. Keep in mind that you must have at least five agents to use this dialer.
- Pay attention to time zones: When you set the time zone for the dialer, keep in mind the places you are calling to – calling too late can be against the law.
- Use CRMs: If the provider of your predictive dialing system has CRM integrations, you should try to maximize its potential by using it in your campaign.
- Take advantage of the after-action report: Lots of people ignore the technical data they get when a campaign is over. Don’t be one of them! Reading that can greatly improve your future call campaigns.
Is there any limitations of predictive dialers?
Like any other technology, cloud-based predictive dialers have some limitations. But that does not mean you can’t get around them!
Campaign length
Each file must be 100 MB. While this is thousands of numbers, it does mean that you are limited in just how big your campaign can be.
Staying within the Law
Call centers need to be careful about not violating rules and regulations, which can cost you a lot. Calling people on the national DNC list, calling them too late, or having too many abandoned calls can all result in large fines.
Less time for personalization
The predictive dialer system is all about speed, which means getting through your calls as quickly as possible. So if you really want to have personal calls, it can be tough for your agents.
Change the game for your contact center
Cloud-hosted predictive dialer software is an effective piece of technology which can enable users to run through your call campaign list quickly. By calling multiple numbers at once, its smart algorithm helps your agents reach more people than they could reach on their own.
And when you combine predictive dialers with MightyCall’s other benefits – dozens of crucial features, world-class safety and reliability, and a dedicated support team – you get a powerful suite of tools which can empower your call center.
