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Predictive Dialers Make Call Agents More Productive

Call centers used autodialers before predictive dialers grew popular. The autodialer only called numbers for the agents who were not on a call or waiting for a call. The predictive dialer is much more complex as it utilizes a algorithm to determine when a agent will be available and places calls by forecasting how many agents will be free at any given time.

After these calls get made, the dialer will follow how the call gets answered. Any calls that are unanswered, disconnected, busy or answered by answering machines will be discarded and only calls that are picked up by a real person will be put through to an available agent.

This increases the call agents productivity immensely because the agent will not have to worry about dialing numbers and waiting to see how the call will be answered. Wasted time will be eliminated as agents will be actually talking with customers much more.

When a organization runs a call campaign, all of the call data will be put into the predictive dialer software. Most of this information will be provided from databases from various directories or some similar kind of CRM software.

Any unsuccessful call will be analyzed to check if it is a call back or if any other special treatment will need to be made. Predictive dialers are ideal for telemarketers that have a large database of numbers too call. Other types of companies that predictive dialers can help are any type of market research firm ot debt collection agencies who also may have a enormous database of contacts.

Most of these calls will be unanswered as research has been conducted and has established that over 70% of the calls will not be answered by a someone. This results in wasted time if agents had to dial these calls themselves. They would be passing the bulk of their time listening to ringing phones, dial tones and answering machines.

A solid predictive dialer system can make your company much more productive and save you money while still providing good customer service.

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