Top 5 Things to Look for in Predictive Dialer

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Predictive dialing technology is a holy grail of a modern outbound call center. Whereas good software can skyrocket the performance of your call center, bad software can dramatically decrease its efficiency. So what are the important things to look for when choosing a predictive dialer? Let’s find out.

#1 Compatibility

Stable and reliable working process is an essential productivity factor, and software compatibility is the first thing you should consider when choosing predictive dialer for your business. There are a couple of things that can go wrong with the implementation of a cloud-based predictive dialer. It might not be suitable for your business needs, unable to solve all your tasks, failing to integrate with other business systems you already use, or it might just not have all those features that are listed on the vendor’s website.

To avoid potential difficulties, make sure you know what you’re buying. Most software development companies are willing to show their product in action, so try to use this opportunity before making any commitments. For example, we at Voiptime Cloud readily conduct product demos and offer a free trial so that our potential customers could test our software and see whether it’s a good fit for their business.

#2 Scalability

If you are planning to stay in business for a long time, you should include this characteristic in your priority list. Scalability is also important for companies that run a seasonal business. Therefore, a couple of things you need to check first are how many outbound calls it can handle, how many agents can use it simultaneously, and how quickly it can add or remove agents from the campaign. If predictive dialer works properly, you need to check whether it will still function well after all modifications.

#3 Versatility

The very basic predictive dialer can only dial numbers and connect agents with prospects. But for your company to stay competitive, provide high-quality service, and avoid getting into trouble with the law, you really need to have more. Some of the most useful predictive dialer features include:

  • Integration with your existing CRM tool

Keeping data in several places is extremely inconvenient. Your agents will waste a lot of their time navigating among solutions. Therefore, CRM integration is essential for productive work. Predictive dialer should be able to easily import and export data from a CRM system as well as receive new data from other external systems in real time.

For example, Voiptime Cloud predictive dialer incorporates a comprehensive user-friendly application program interface (API), which enables a seamless integration of software with other business applications. Also, Voiptime Cloud predictive dialer supports webhooks - the system “callbacks” used for transferring information from one software app to another. You can set up the integration of predictive dialer with your own app via Zapier.

  • Comprehensive reporting

Having a detailed report on calls, campaigns, KPI, and agent productivity will be extremely helpful. An efficient predictive dialer that provides valuable insights into the work of a call center can be a great support as it will enable you to detect problems and address them immediately.

  • Legal compliance

Due to its complicated history, outbound calling is strictly regulated by law. There are various legal regulations imposed on different aspects of this process. For example, you are not allowed to call those people who have specifically asked not to contact them (DNC compliance), you must start a conversation immediately after a prospect answers the call (Abandoned Call Ratio issues), and many more. Predictive dialer that follows all restrictions and regulations for each region can help you avoid a headache of having to control everything manually.

#4 Technical support

One of the greatest benefits of having a cloud-based call center solution is that the technical support falls squarely on your vendor’s shoulders. You’ll have to deal with them for the entire time of using this product, so you want to make sure that your vendor is responsive and reliable. It is extremely important to determine whether this company is easy to do business with and whether or not they are a good fit for long-term cooperation.

Although most vendors look good on paper, not everyone can prove it in action. That is why you need proof that this company can be trusted. Ask your vendor how their solution helped other customers to address similar business problems, look through customer reviews, try to obtain references from people within your network. The more time you spend researching your vendor, the bigger the chances that you’ll make the right choice.

#5 Price

The price of predictive dialer depends on a dealer's functionality and its limitations. You can go for a free open-source basic app or you can buy an expensive multifunctional software. At the end of the day, your choice will be based on the needs of your business. If you are looking for a one-time solution, a free open-source app is your go-to. If you need decent dialer for a longer period, be prepared for an investment. But mind you, free software usually has limited capabilities and lacks technical support.

Looking for the best auto dialer for your outbound call center? Our Voiptime Cloud predictive dialer is an efficient and versatile solution that possesses all those characteristics. Start our free 14-days trial to test it out!


Tanya Gonchar

Expert in call center process automation, Head of Marketing at Voiptime Cloud. Interested in customer service, B2B sales, marketing, business analysis.

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