One of the major questions that arise out of a Call centre operation is how to improve the productivity of agents.
For a small call centre, a Manual Dialer solution is favorable where the agent manually dials a number from a contact list and makes calls.
For a large organization, a manual dialer may not be beneficial as it could impact productivity and lead to a loss of valuable time. A manual Dialer also can be error-prone which impacts productivity.
That’s where an Auto-Dialer solution comes into place. The automatic dialer solution essentially dials numbers automatically by using CT (Computer Telephony) Integration.
Pulse offers 2 Auto-Dialer solutions
- Progressive Dialer
- Predictive Dialer
What is a Progressive Dialer?
A Progressive Dialer is a dialer that dials numbers automatically one after the other from a contact list. Progressive Dialer will wait for an agent to finish their current call before it dials the next number on the list, and it will only dial one number per agent.
suitable for your business when the number of qualified customer leads is more important. Progressive Dialers help Call Centres reduce call abandon rates by increasing agent availability. More agents are required for a progressive Dialer setup to ensure productivity sustains. A Progressive Dialer can handle smaller marketing campaigns. Progressive Dialers lead to a better ratio of sales conversions due to the personalized solution the dialer offers. Though progressive dialers make fewer calls than predictive dialers, they still increase agent efficiency and connect your agents to more customers than would otherwise be possible.
What is a Predictive Dialer?
A Predictive Dialer automatically dials multiple calls simultaneously using a predictive algorithm from a pre-defined contact list.
A Predictive Dialer helps a business reach out to more customers and leads to more call frequency as multiple calls are dialed simultaneously for each agent.
Read about our Powerful Cloud Predictive Dialer
A Predictive Dialer predicts when an agent is about to finish a call and automatically initiates multiple calls. A shortcoming of a Predictive Dialer is that it initiates multiple calls without checking on the availability of the agent. This could lead to the possibility of calls answered by customers failing due to the unavailability of agents.
There are many additional features that Pulse offers with a Dialer solution
- Customized IVR- Voice Receptionist
- Call Analytics
- Call Recordings
- Call Routing
- Call Reschedules
- Detailed Missed Call Tracking and Reporting
- POP-up option on scheduled calls
- Campaign-based dialing
What Dialer is most suitable for your business?
The biggest difference between progressive and predictive dialing is between the number of calls made and the quality of agent-customer interactions. If your goal is to expand your agent’s reach to as many customers as possible, and you are not worried about some call abandonment, the predictive dialer may be for you. If the quality of interactions between your agents and your customers is more important to you than the total calls made per hour, then the progressive dialer is the superior option.
To know more about how our Auto-Dialers can help your Business CONTACT US