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The predictive dialler controls dedicated extensions on your telephone system, using them to make telephone calls at the same time - the more calls it makes, the more chance of having a call answered. As soon as a call is answered, it is transferred to a user. This means that the users talk to more people per hour.

With a predictive dialler, campaigns can be set up in minutes using an easy to use campaign editor. The campaign editor makes it simple to import call lists and set call outcome codes and dialling parameters. If combined with CTI, it can also assign screen pops to activate as each call is presented to the user.

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Dialling modes

Predictive dialling leverages the power of making multiple calls per hour. The dialler predicts when the next user will become free and starts to make multiple calls for them, based on its prediction. By the time the user is free, one of the calls is likely to have been answered and the user can take that call.

The Overdialler is an alternative to Predictive dialling. Overdialling leverages the power of making multiple calls per user. Unlike fully predictive dialling, however, the dialler does not try to predict when the user will be free: instead it waits until a user is actually free before it starts to make calls for them. This guarantees that when one of the calls is answered a user will be available to take that call.

Progressive dialling works by using the user’s handset to dial with the user in attendance. The predictive dialler can have multiple campaigns operating in different modes. This means you can choose the best dialling method, based on the exact requirements of your outbound campaign.

When you start the predictive dialler in Overdialler or Predictive mode, the software monitors your users. As each user becomes available the predictive dialler starts making multiple calls.

As soon as the call is answered the call is transferred automatically to an available user. The user’s extension automatically answers the transferred call and the user's computer displays a campaign call dialogue, showing the user details of the call, such as the name of the person who was called. Any configured screen-pop is also run, presenting the corresponding record in your customer database.

The predictive dialler provides real-time and historical management reports. At any time, you can see how much work has been done, how much is waiting to be done, how many calls each user has completed and how successful their calls were. You can generate historical reports on campaign activity, call outcomes, user productivity, etc. You can even export data for use in other applications.

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It is residential-targeted predictive diallers, which have been mentioned in the press over the recent months. The reason for this is that the diallers have been set up in a certain way that inserts an unacceptable delay between the residential customer answering the telephone and the call being transferred to an agent. There is a law which governs this and it is important to establish your obligations as a business before embarking on this type of campaign. For more information please contact us.

Who can use a predictive dialler

The predictive dialler is ideal for any company with four or more people making calls to consumers. For example, telemarketing, credit control, appointment setting, cold calling, outbound sales, etc.

What does this mean for business?

• Predictive dialling increases the proportion of time users spend talking to customers.
• Making multiple calls per user reduces the time it takes for users to be connected to the next customer
• Better management reporting leads to better staff management

If you are considering implementing a Predictive Dialling solution in your business and would like further information please contact us now.