The most intensive solution is the predictive dialer. With the progressive dialer although calls are made as soon as advisors are available many of those calls incur a long ring time, are engaged or hit an answer-phone—all wasted time with an advisor on the end of the line.
The predictive dialer determines that a percentage of calls will be unsuccessful and therefore over-dials connecting ‘live’ callers to the advisors as soon as they come available.
Predictive dialers are typically used in very high volume low margin outbound contact centers where the efficiency of the advisors and the cost per call are paramount—seconds matter.
The areas to be aware of are two-fold. As we see in TV programmes, unless managed correctly predictive dialers can overcompensate and end up with more live callers than advisors. This leaves bewildered customers or prospects hanging on a deadline. To counter this, Ofcom regulations state that no more than 3% of callers can be abandoned in this way.
Secondly, the effect on your advisors should be taken into account. They are not cogs in a machine. Having calls delivered to you without respite can reduce their morale and effectiveness with customers. Time should be taken to weigh up the extra gain from predictive dialing versus the negative risks on your brand and your team.
We hope this has been a useful introduction to dialers. For more information on our outbound contact center solutions visit our Vonage Contact Center Sales Dialer page.