What is a Predictive Dialer?

What is a predictive dialer
and how it boosts call center productivity?

Voiptime cloud-based predictive dialing system automates the dialing flow, by using an intelligent algorithm to dramatically increase dialing rate and improve call center performance.

Predictive dialer calls multiple numbers from a contact list simultaneously. Due to the ability to skip over busy signals, disconnected numbers, unanswered calls, and voicemails, it increases the outbound call center efficiency. Our intelligent outbound call center software evaluates the agent’s availability and adjusts the dialing pace accordingly, that allows keeping the balance between the required agent workload and the allowed abandon call rate.

What is the difference
between predictive and progressive dialers?

Both dialing modes can be called autodialers, however, a professional will always be able to separate between them.

Predictive Dialer Complete Guide | Voiptime Cloud
Predictive dialer

Automatically and simultaneously initiates multiple outgoing calls from the contact list and routes the answered calls to the agents;

Uses a statistical algorithm to determine the agent availability, minimize the agent idle time while constantly controlling the required dialing rate to reduce the likelihood of lost calls;

Usually used for B2C calling processes.

Predictive Dialer Complete Guide | Voiptime Cloud

The number of calls depends on the call receiving capability of the agents;


Makes outgoing calls sequentially when the agent is available ready to handle the next call;



Usually used for B2B calling processes.

How does a predictive dialer work?

The principles behind predictive dialing logic are the following:

1

The dialer software starts by dialing a number from the list. Based on statistics (average handle time, after-call work, percentage of answered calls, abandon call rate, etc.), it predicts how many entries should be dialed per operator to maximize their workload.

2

The dialer recognizes no answers, busy signals, answering machines, filters them out, and connects agents with live calls. All unsuccessful dialing attempts will be processed by the system automatically according to the preset redialing intervals.

3

Using the algorithm and collected statistics on previous call attempts, the dialer predicts the approximate time when an agent becomes available and dials the next number.

4

Based on the collected statistics, contact rate and percentage of abandoned calls, it calculates the required dialing rate.

Get efficient automated dialing and hustle-free workflow with Predictive dialer from Voiptime Cloud:

  • It boosts the efficiency of contact center agents by speeding up the outbound dialing process.
  • It releases agents from manual dialing and connects them to a call only after it’s been answered by a real person.
  • It ensures a seamless transition between calls and creates a steady flow of calls with minimum downtime.

How effective are predictive dialers?

Predictive dialing system enables you to increase your organizational output with the same key inputs.

“Predictive dialing mode helps you close more deals with the same number of team members and hours spent on calls.”

Voiptime Cloud predictive dialing mode increases the agent talk time up to 300% and grows agent’s occupancy up to 80%.

Manual dialer Predictive Dialer Complete Guide | Voiptime Cloud
Predictive Dialer Complete Guide | Voiptime Cloud
Predictive dialer Predictive Dialer Complete Guide | Voiptime Cloud

The effectiveness of predictive dialers is as simple as it is, the less idle time your salespeople have, the more they keep motivated. With a predictive dialing mode, they focus on making sales only. Your agents will be able to spend more time on each lead and concentrate on what they really like - contact with people and engage new customers. That will boost their motivation, drive, and performance.

Advantages of Voiptime Cloud predictive dialing software

Predictive Dialer Complete Guide | Voiptime Cloud

Increases agent productivity

Using an outbound predictive dialer, your agents also get access to customer information and call scripts, which in turn leads to increased productivity. With live call monitoring, your contact center managers have complete process visibility and increase agent success.

Predictive Dialer Complete Guide | Voiptime Cloud

Increases the contact rate

This dialing mode identifies and skips unanswered calls, invalid numbers, busy signals, and answering machines, so your agents spend more time on live conversations with customers compared to the ones who dial manually. They can easily make 300% more sales conversations each day.

Predictive Dialer Complete Guide | Voiptime Cloud

Minimizes downtime

Just ensure that you’re not wasting valuable time waiting for a potential customer to pick up the phone. Therefore, agents not only handle more live calls per day but also stay focused on sales opportunities during the shift and eventually close more deals.

Predictive Dialer Complete Guide | Voiptime Cloud

No maintenance costs

Since the predictive dialing software is cloud-based, you don’t need to invest large sums in additional hardware and infrastructure. All you need is a reliable internet connection with sufficient bandwidth. You regularly receive software updates from the vendor and don't waste time and money installing them manually.

What is a predictive dialer used for?

Depending on your marketing goals, call center dialers can be beneficial to businesses of all sizes and spheres. This outbound dialer can be used for:

  • Market-research outbound campaigns;
  • Lead generation campaigns for travel or real-estate agencies;
  • Professional services in BPO;
  • Sales and telemarketing campaigns;
  • Customer satisfaction surveys for online shops;
  • Debt collection services;
  • HR and recruiting calls;
  • Mortgage and insurance dialing;
  • Political campaigning;
  • Fundraising for non-profit organizations, etc.

How to create a predictive dialer campaign in Voiptime Cloud?

Creating a campaign with our cloud predictive dialer is a quick and flexible process. You can easily create an outbound campaign in three simple steps:

  • Upload lead lists
  • Enter campaign settings
  • Press START

Agents don’t have to log in to a call campaign every time they open the software. Likewise, Voiptime Cloud predictive dialing reduces the possibility of human error since agents cannot make any changes to the tasks in progress.

Voiptime Cloud predictive dialer software is a user-friendly solution that does not require any industry-specific IT knowledge. It has an intuitive and user-friendly interface. Each campaign setting can be easily changed by a user with the appropriate access level. Choose simplified or advanced settings based on your experience and start the campaign!

Predictive dialer implementation

There are several critical factors to consider when implementing predictive dialing software in a call center.

Predictive Dialer Complete Guide | Voiptime Cloud

Compatibility

Prior to purchasing an auto dialer, make sure it is compatible with your existing systems. It also must have integration capabilities. Discuss your integration requirements with our managers, and we will offer you the best option for their implementation.

Predictive Dialer Complete Guide | Voiptime Cloud

Scalability

This factor is essential if you run a seasonal business or if you plan to expand your company in the future. Prior to making a purchase, check out how a dialer handles large call volumes, behaves after modifications, and easily and quickly allows you to add new operators.

Predictive Dialer Complete Guide | Voiptime Cloud

Contact lists and contact center size

For businesses, this is a critical factor when choosing dialing modes of call center software. Predictive dialing mode works even for a small team, for example, with 5+ agents, thus helping to reduce agent downtime. This mode is the preferred choice for improving agent efficiency in mid-sized call centers, when working with large campaigns. Moreover, predictive dialing should not be used for high ticket size deals & high-value prospects as those scenarios call for more personalized outreach.

Predictive Dialer Complete Guide | Voiptime Cloud

Type of the target audience (B2B or B2C)

Usually, B2B call centers requires a sophisticated sales approach to get ahead of the competition, and moving to a progressive dialer would be a good choice. Predictive mode works best in B2C campaigns. They should not be used for high ticket size deals & high-value prospects as those scenarios call for more personalized outreach.

Predictive Dialer Complete Guide | Voiptime Cloud

Current calling process

It is necessary to implement different types of dialer software for all processes for outbound telemarketing. With a low number of calls for tracking hot leads to close deals or a high-profile process for gathering information, predictive dialing will be most appropriate.

Predictive Dialer Complete Guide | Voiptime Cloud

Pricing

Such dialers vary in price, functionality, and volume of simultaneous calls. You can pick a free open-source basic app or you can opt for comprehensive contact center solution. Free dialers can be a good one-time solution, whereas professional contact center platform is better for long-term use.

Do you want to see how your business can benefit
from Voiptime predictive dialer?

Open up new horizons! Contact us for a personalized quote for cloud-based call center software with the best predictive dialer.

What to consider while buying a predictive dialer software

The best predictive dialing software is a combination of efficiency, reliability, and versatility. When buying this auto dialer for long-term use, you should spell out the needs of your business and choose the solution that will fulfill them.

The most useful features for your outbound call center include:

  • Voice call recording

    The software records every single conversation so you can listen to any dialogue between call center agents and customers, monitor the agents’ activity and control their performance, to check whether they meet the highest quality standards and whether they follow compliance regulations.

  • Flexible redialing rules

    You can configure redialing intervals for failed dialing attempts, so agents will be able to handle up to 100% of contacts from the list.

  • Auto callbacks

    The application allows creating auto callbacks during an outbound campaign and redirects the calls to agents who are available at the moment.

  • Easy switching between dialing modes

    You can easily switch between the Predictive dialer, Preview dialer, and Progressive (Power) dialer systems if necessary.

  • Built-in CRM

    There is no need to spend time on complicated integration procedures. Also, agents can easily retrieve customer information and all call records from CRM for later review.

  • Local caller ID

    Potential customers don’t like calls from completely unfamiliar numbers. The Local Caller ID feature allows you to increase contact rates and outreach globally. You can purchase DID numbers of any region with the Voiptime Cloud platform and connect with more leads.

  • Call scripts

    The manager is able to construct flexible call scripts that will be displayed on the agent’s screen during the call. It will create a helpful working environment for operators.

  • Time zones

    You can activate Limit the time of calls mode in the campaign settings, enter the working hours for all time zones and the system will take this into account during dialing. It will allow you to include many time zones in one campaign and without disturbing clients at night.

  • Integration with your existing CRM tool

    A predictive dialer should incorporate a comprehensive user-friendly application program interface (API) to enable a seamless integration of software with other business applications. Ideally, a CRM system should be built-in.

  • Comprehensive reporting

    An efficient hosted dialer should provide you with a detailed report on calls, campaigns, call metrics, and agent productivity. The insights generated through such reports are critical for making improvements in the functionality of your contact center.

  • Legal compliance

    Given that outbound calls undergo legal regulations, you should be mindful about your campaigns. Purchasing a dialer that is compliant with telemarketing rules and regional laws is the best way to keep your company out of trouble.

Predictive dialers KPI metrics

An efficient autodialer influences key performance indicators (KPI) of a call center. Below are the performance metrics that can be improved with the implementation of the dialing software.

Predictive Dialer Complete Guide | Voiptime Cloud

ACR (Abandoned Call Ratio)

ACR is an arithmetic estimation of the number of lost calls (abandoned by the prospect) while waiting for a connection with an agent in the queue. The abandoned call ratio is regulated by law, and typically, should not exceed 3% for every 30 days (5% for Canada). The predictive dialer monitors the maximum abandoned call rate and reduces call pacing rate if necessary.

Predictive Dialer Complete Guide | Voiptime Cloud

AAD (Average Answer Delay)

AAD is the average amount of time that a prospect waits before hanging up when there’s no answer from an agent during an outbound call. Provided that you have enough agents, this dialer will connect prospects with agents immediately, which will significantly minimize delays.

Predictive Dialer Complete Guide | Voiptime Cloud

ASR (Average Seizure Ratio)

This is a percentage of successfully answered calls from total dialing attempts (“seizures”). To calculate ASR, divide successfully answered calls by the total number of dialing attempts and multiply by 100. High ASR (60% and above) indicates a reliable network and high-quality customer service.

Predictive Dialer Complete Guide | Voiptime Cloud

ACD (Average Call Duration)

ACD is the length of an actual conversation between an agent and the customer. It is the talking time without pre-call preparation or post-call documentation. To calculate ACD, divide the duration of all answered calls by the total number of answered calls.

Predictive Dialer Complete Guide | Voiptime Cloud

User Occupancy

User occupancy or agent occupancy is the percentage of time an agent spends handling calls versus waiting for calls to arrive (idle time). User occupancy is calculated by dividing actual working hours by staff hours. Predictive dialer reduces the wait time between calls, which increases agent occupancy up to 80%.

Predictive Dialer Complete Guide | Voiptime Cloud

Average Wait Time

This is the amount of time a customer waits in a queue until one’s issue is addressed by a contact center representative. Average wait time in outbound campaigns is considered an important dialing optimization factor used to minimize the agent’s idle time between calls and reduce answer delays. This metric is also regulated by law; typically, it should not exceed 2 seconds.

Predictive dialer best practices

Our team applies best industry practices to create top-quality software, give value to our clients, and provide excellent customer service.
Here is what Voiptime Cloud users have to say about our product:

“VoiptimeCloud has helped us to become better organized and procedural about our business development and sales. It automates the work of our sales reps and they now can focus on working with leads and developing opportunities, not on data entry.”Dmitry A., Computer Games industry.

“Voiptime Cloud software is very efficient, intuitive, and easy-to-use. It’s literally plug-and-play, I barely had to conduct any training with my agents. I was able to see immediate results after only one month of using this dialer. Great software! Love it!”Steve S., Insurance.

“I own a telesales company with a head office in Amsterdam and remote agents in different countries. All my employees use Voiptime to manage prospective clients and make calls. This is a cloud solution, easy to log in to, with excellent call quality. We record all conversations and are able to download them and to send to our clients who can proceed with leads. Lead and call statuses, callback, notes, and lead source features help to work with leads more effectively. We definitely recommend this to businesses looking for a system to manage leads and to make online calls.”Martin W., Telesales.

Deliver more human connections
and increase the agent performance!

With our cloud-based predictive dialer software,
you will customize every aspect of your outbound call center experience.

Request a quote

FAQ

How does a predictive dialer know the difference between a human voice and an answering machine?-

The technology that underlies the predictive dialing algorithm is answering machine detection (AMD).

To tell a human from an answering machine, the predictive software uses the following voice recognition techniques:

  • detecting a real person by hearing “Hello” followed by a short pause;
  • detecting a long sequence of words without pauses, e.g. “Hello, I’m not at home right now, please leave a message…”.

This technology is not perfect. It can make mistakes and disconnect a live call. To avoid a possible increase in abandoned calls, some vendors enable agents to switch off the AMD feature and let them decide whether they are talking to an answering machine or a real person. However, this approach is not generally practiced in outbound call center dialers as it decreases the overall efficiency.

Can predictive dialers work with skype?+

Some vendors offer dialers that utilize the outbound calling features of Skype. Although it is possible to use Skype for predictive dialing, it is not generally recommended since such dialer solutions work best with VOIP protocols. The main disadvantages of Skype predictive dialing are long initial response time and low audio quality.

What is a smart predictive dialer?+

These are regular dialers with extra functionality. Smart predictive dialers play pre-recorded voice messages to all callees from the list, automatically receive input from a called person, and continue based on their actions without human intervention.

Such dialers call the numbers from the uploaded list, play a short, pre-recorded message to each person, and ask them to press a particular key if they wish to speak to a live agent to learn more. This approach to sales is more targeted. It is based on the “pull” rather than “push” strategy, which can potentially lead to better results.

Is it possible to make a predictive outbound dialer in-house?+

You can build your own custom-made predictive dialing solution provided you possess the narrow industry-specific knowledge, have vast experience working with IP telephony, employ several talented software engineers, and have the necessary hardware. However, this process has its drawbacks:

  • coding, testing and making updates is a timely process;
  • testing requires large volumes of data, and not every company is able to provide that;
  • support can be carried out only by highly skilled specialists, etc.

In most cases, it is much faster and more affordable to seek expert help or purchase a ready-made solution.

Disadvantages of predictive dialing+

  • Many countries impose strict legal regulations on outbound calling. If a chosen dialing software does not have corresponding features, it is strongly recommended to consult an attorney regarding the rules and regulations in a particular region and plan outbound campaigns accordingly.
  • In some cases, the short call delay in 1-2 seconds occurs between the moment when the callee picks up the phone and the connection with the agent. It’s important to watch these indicators because the abandoned call rate is also regulated by law. Voiptime Contact Center solution allows attaching the pre-recorded message that should be played to the contact if the call was put into a call queue (according to UK Ofcom regulations).
  • A predictive dialer doesn’t allow your agents to prioritize leads. They see information on the lead only when a connection is established. It is not enough when a salesperson needs more time to get familiar with this information - for instance, when they sell high-ticket items.
  • This dialer is less efficient for small teams. At least 5+ agents are needed for the predictive algorithm to function properly and accurately.
  • It is recommended not to mix campaigns in different dialing modes for one group of agents. In that case, a predictive dialing system will keep the appropriate workload for your agents.

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