Predictive Dialer Complete Guide 2020

Guide to Predictive Dialers

What is a predictive dialer?

Predictive dialer is an automated dialing system for outbound calls that dials multiple numbers from a list simultaneously. With the ability to skip over busy signals, disconnected numbers, no-answers, and voicemails, it connects agents to real people only.

Our intelligent predictive dialer system evaluates the agent’s availability and adjusts dialing speed accordingly, that allows to keep the balance between the required agent workload and the allowed abandon call rate.

How predictive dialers work

The principles behind predictive dialing logic are the following:

1

The system starts by dialing one entry for each free operator. Based on statistics, it predicts how many entries should be dialed per operator to maximize their workload.

2

The dialer recognizes answering machines, filters them out, and connects agents with live calls.

3

Using the algorithm and collected statistics on previous calls, the dialer predicts the approximate time when each agent should be finishing a call and dials the next number.

4

Based on the collected statistics and percentage of lost calls, it calculates the required dialing speed.

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

  • It boosts the efficiency of call center agents by speeding up the outbound calling 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 stream of calls with minimum downtime.

How effective are predictive dialers?

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

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

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

Manual Predictive Dialer Complete Guide 2020
Predictive Dialer Complete Guide 2020
Predictive dialer Predictive Dialer Complete Guide 2020

The less idle time your salespeople have, the more they keep motivated. With a predictive dialer, 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 predictive dialing

Predictive Dialer Complete Guide 2020
Increases productivity

Using an outbound predictive dialer, your agents spend more time on live conversations with customers compared to the ones who dial manually. Their talk time increases which, in turn, results in increased productivity.

Predictive Dialer Complete Guide 2020
Increases the contact rate

This dialing mode identifies and skips fake numbers, busy signals, and answering machines, ensuring agents spend most of their time productively. They can easily make 300% more calls each day.

Predictive Dialer Complete Guide 2020
Minimizes downtime

The only way to stop the call flow is to pause it manually. Therefore, agents not only handle more calls per day but also stay focused during the shift and eventually close more deals.

Predictive Dialer Complete Guide 2020
No maintenance costs

Since the predictive dialer software is cloud-based, you don’t need to invest large sums in hardware and infrastructure. All you need is a reliable internet connection with sufficient bandwidth. You always get a new version of the software and don’t need to spend time and money on updating. It’s a vendor’s responsibility.

Who uses predictive dialers?

The predictive dialer is a useful and highly customizable outbound solution for businesses of all sizes and spheres that can serve multiple purposes. This outbound calling software can be used for:

  • Multiple outbound call center campaigns;
  • Lead generation campaigns for travel 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 software’s predictive dialing mode is a flexible and adaptable process. You can easily create an outbound campaign in three simple steps:

  • Filter the leads
  • Change 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 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 single super user - Head of sales, Head of a call center, etc. 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 into a call center.

Predictive Dialer Complete Guide 2020

Compatibility

Prior to purchasing an auto dialer, make sure it is compatible with your existing systems. It also must have integration capabilities. It is recommended you try a demo version and see how effective this software is for solving your tasks. Voiptime Cloud provides a free 14-day trial, as well as technical support from our in-house experts, so that you can see our product in action before making any commitments.

Predictive Dialer Complete Guide 2020

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 2020

Features

Predictive dialing software in its most basic version can only make multiple simultaneous calls from the list and connect live conversations with free agents. To get the best results from outbound campaigns, choose a predictive dialer for call center with such important features as:

  • Voice call recording

    The software records every single conversation so you can listen to any dialogue between your agents and customers, to 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 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. Local Caller ID feature allows you to increase contact rates. You can purchase DID numbers of any region with Voiptime Cloud platform and connect with more leads.

  • Scripts

    The manager is able to construct a flexible call script 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, KPI, and agent productivity. The insights generated through such reports are critical for making improvements in the functionality of a call 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 Dialer Complete Guide 2020

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 more expensive multifunctional software. Free dialers can be a good one-time solution, whereas pricier alternatives are better for a long-term use.

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

Contact us and request a demo!

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 2020

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 each 30 days (5% for Canada). The predictive dialer monitors maximum abandoned call rate and reduces dialing speed if necessary.

Predictive Dialer Complete Guide 2020

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 2020

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 2020

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 2020

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 wait time between calls, which increases agent occupancy up to 80%.

Predictive Dialer Complete Guide 2020

Average Wait Time

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

What to look for when buying a predictive dialer software

The best predictive dialing software is a combination of efficiency, reliability, and versatility. When buying this 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:

  • Built-in CRM;
  • Campaign Management System;
  • Automatic callbacks;
  • Local caller ID;
  • Call recording;
  • DNC management;
  • Real-time monitoring;
  • Historical reporting;
  • Webhooks and API;
  • Data import and synchronization.

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, 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.

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 answering machine, the predictive software uses the following voice recognition techniques:

  • detecting a real person by hearing “Hello” followed by a short pause;
  • detecting 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 centers 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 dialers 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.

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 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 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.

We use cookies to offer you a better browsing experience, analyse site traffic, personalize content, and serve targeted advertisements. Read about how we use cookies in our Privacy Notice.