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Learn about the usage of predictive and the progressive dialers

Guest post by: Ivana Lewis

Article Overview: Gone are those days when a call center agent had to wait for the person to attend his or her call. The earlier methods were found to be time consuming due to several reasons and this is what led to the growth of the use of predictive dialers.

Learn about the usage of predictive and the progressive dialers

The use of predictive dialers stands to be extensive these days. Most telemarketing firms are found to improve the outbound customer call efficiency with the help of such predictive dialers. In the earlier times, the call centre agents were found to make the calls to the users as stored in the database. While following the earlier process, there were some common errors. An agent had to wait for the person to attend his call. Additionally, most representatives may also find that the call may be left unanswered by the person. An instance of ending up with a busy tone is also obvious. You can even receive reply from a fax machine or answering machine. This is how we get to waste a lot of our resources.

With the use of the predictive dialing system, the automated predictive dialers will be routing those calls which are generally answered by the real persons. Now this can drop the busy tomes and the unanswered calls.

The way a predictive dialer functions, it actually connects the contact numbers from the given database. If in case, the total number of contact center agents available is found to be 50 then it is quite evident that the system will be making say 100 calls or more. In addition, it also functions to drop out all the unanswered calls, answering machine, busy lines and fax machines and others.

It is a predictive dialer which will be playing a great role in routing total number of calls that will be answered by the real human. By use of such a system, call center agents will be kept active with the customers.

According to the industry experts, the predictive dialing system proves to be very effective. It may be that the call center representative is found to be unavailable at one point of time. In such a case, this system will automatically drop the call after one brief time. However, such a situation can well be an annoying one to the customers.

In the United States and United Kingdom, there remain some strict regulations. These regulations are put forward on how these kinds of systems are found to be effectively used so as to reduce the total number of the calls dropped.

The growing number of dropped calls can prove to be disturbing for both the call centre company and the customers. Thus, the regulatory authorities will be charging one hefty amount from those companies that are found to be indulging in more than 2 to 3 percent of dropped calls.

The predictive dialers are basically found to be two types. One is based on hardware and the other on the software. Out of the given two, the dialers based on hardware are found to be feature rich including a range of other features like that of faster call switching, high capacity of line handling and others. Moreover, the hardware based dialers can also be very expensive.

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Article Tags: bpo, business process outsourcing, call center, call center bpo, call center services, call centers, call centre, Contact center, customer care, Customer services, inbound call center, process outsourcing



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