The Three Kinds of Dialers
When dealing with outbound calling in a workplace setting often times you don’t give much thought to the kind of dialer you are using to reach your clients and potential customers. In all actuality if you take the time to learn the difference between the three, you can discover if your type of dialer is the correct choice for what you are attempting to accomplish. If not the other two may be better suited to assisting you to achieve your goals.
Once an agent has indicated that they are ready for a call, information about the call is presented to them. The number is then automatically dialed after a pre-defined period; the agent is given time to preview the customer details before the call is launched. Preview dialing is used most often in campaigns where each customer case is complex – for example collection of late debt where the agent needs to be aware of a complex case history before making the call.
Progressive dialing offers similar productivity to predictive dialing whilst removing the risk of abandoned/silent calls
Once an agent has indicated that they are ready for a call, information about the call is presented to them, and the number is then dialed immediately. Call progress is monitored by the dialer technology.
Calls that do not result in ‘ringing’ are automatically and immediately disconnected, whilst ‘no answers’ are disconnected after a pre-defined number of seconds. Software call control minimizes agent involvement in the dialing process and improves call-handling efficiency.
Progressive dialing is most often used in campaigns addressed to current customers where the objective is to renew or up-sell a product or service.
Predictive dialing is the most productive form of dialing automation. A predictive dialler launches calls at a rate such that the system connects to ‘live’ callers as soon as an agent completes the previous transaction.
The dialing rate for each campaign is controlled by a pacing algorithm, which automatically monitors activity, and calculates when the next contact(s) should be dialed. The dialing rate is automatically adjusted to maintain a contact rate that is synchronized with operator availability.
However, it should be recognized that predictive dialing inevitably results in a small percentage of ‘abandoned calls’ – customers may receive calls when no agents are actually available. This area is highly regulated; you should be familiar with the current rules and ensure that your chosen dialler supports conformance.
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