Predictive Dialer

dialer (American English) or dialler (Britlsh English) is an electronic device that is connected to a telephone line to monitor the dialed numbers and alter them to seamlessly provide services that otherwise require lengthy access codes to be dialed. A dialer automatically inserts and modifies the numbers depending on the time of day, country or area code dialed, allowing the user to subscribe to the service providers who offer the best rates. For example, a dialer could be programmed to use one service provider for international calls and another for cellular calls. This process is known as prefix insertion or least cost routing. A line powered dialer does not need any external power but instead takes the power it needs from the telephone line.

Another type of dialer is a computer program which creates a connection to the Internet or another computer network over the analog telephone or Integrated Services Digital Network (ISDN) network. Many operating services already contain such a program for connections through the Point-to-Point Protocol (PPP).

Call Centers are mushrooming these days in India, but acquiring a complete solution for call center is not yet easily accessible. We at Cozy Vision are determined to provide end to end solutions, on time and cost effective solution.

Cozy Vision offers high quality Predictive Dialing and other dialer modes, Inbound contact management and ACD, Self Service IVR software, Digital Voice Recording, Reporting, Multi-channel contact including email, Web and Fax, and Voip Support. Our products and services can meet requirements of call center and can cater to both outbound and inbound call centers requirement. Our call center solution can enhance your efficiency, productivity, professionalism of Customer Service Representative (CSR) interactions and better management.

Dialing Modes

In Call centers there are several dialling modes depending on how the call is placed. We call *Manual Dialing* when the call is placed manualy by an agent.

There are 3 different dialing modes depending on how software dialers selects the contacts that are going to be called and starts making the calls. Automated dialers such as Altitude Software Dialer,Cozy Vision can place calls using *preview*, *power*, or predictive dialing. The dialing modes are defined according to the campaign and type of business.

Preview

Preview dialing enables agents to first view the available information about the customer and decide when to place the call. In addition to the information about the customer, agents may also view all the history of the customer with the contact center. After viewing the information about the customer, the agent requests the system to make the call.

For example, preview dialing is useful in debt collection campaigns to allow agents to view information about the customer and define a strategy before starting to talk to the customer. The system delivers preview calls to agents automatically, taking into account the priority of the call and the skills of the agent to handle the call. Preview dialing keeps agents from dialing calls manually.

Power

Power dialing places calls only when an agent is available to handle the call. Automated dialers consider the priority and the skills of the agent to automatically place a call to the agent. In power dialing, an agent is always available to talk to the customer.

Power dialing is suitable for all campaigns, from customer care follow-up calls to telemarketing. For example, power dialing is useful to call predictive dialing contacts that resulted in nuisance to ensure that an agent is available to talk to the customer.

Predictive

Predictive dialing is a state-of-the-art pacing mode used to call a large number of customers within a short period of time.Predictive dialing optimizes the time of agents by reducing the idle times between connected calls and freeing agents from dialing calls. Predictive dialing gathers statistics concerning the duration of calls, how long it takes for calls to be answered, and how often are calls answered. When an agent is about to become idle, The system places several calls.

Predictive dialingcampaigns can achieve agent productivity of 50 minutes per hour and nuisance ratios of 3% or less. The system is continually updating predictive dialing probabilities and monitoring nuisance ratios for performance and compliance with legislation. For example, predictive dialing is useful in sales campaigns to call a large number of contacts and maximizing the working time of agents.

The performance of predictive dialing, takes into consideration the accuracy of the contact lists and the policies on nuisance calls. If the contact list is poor, the performance of the predictive dialing campaign is at risk as agents are not connected to live contacts and are not able to do business.

Guidelines for choosing the dialing mode

The table below displays the advantages and disadvantages of each dialing mode and in what campaigns should each one be used.

Dialing mode

Pros Cons Use in
Preview
  • Improved results because agents know all the available information about customers and past history of the customer with the contact center.
  • Automatic distribution of contacts.
    • Toll on performance
    • Campaigns that require agents to prepare the conversation before talking to customers, such as debt-collection campaigns.
    Power
    • Good performance
    • An agent is always available to talk to a customer.
    • More contacts per agent.
    • Agents have some idle time between contacts.
    • In all types of campaigns from customer care follow-up calls to telemarketing.
    Predictive
    • Excellent performance.
    • The highest number of contacts per agent.
    • Shorter agent idle times.
    • Must observe compliance with legislation.
    • Optimum results require a higher number of agents.
    • Campaigns where performance is critical, such as first debt-collection attempts or telemarketing.
    • Campaigns that have short calls.
    • Campaigns that have small variations in talk time.
    • Campaigns with short and simple scripts, such as short surveys.

    Predictive dialer System for dialing many numbers, typically used by call centers

    This entry was posted on Saturday, November 19th, 2011 at 10:52 am and is filed under Call Center Solutions. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.

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