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Predictive Dialers ? Maximum Human Interaction in Minimum Time

It is completely an undeniable fact that the real value of any call centre is with its ‘human capital’ that is their agents who interact with the clients and the potential clients. In other words it could be said that the real value of a call centre is directly proportional to the size of the human capital that is more the human capital is brought to the forefront the more everyone benefits. And to achieve this target technology has gifted us with Predictive dialers that aims to maximize the time that the agents are able to spend doing what only they can do – conversing, communicating, interacting.

Predictive dialers has increased the ‘talk time’ of agents from an average of twenty minutes per hour to fifty minutes per hour which is considered as one of the biggest improvement over those busy signals and answering machine messages. Agents now spend the majority of their precious time engaged in producing interaction thus enjoying the hidden benefit of not getting bored that would have aroused due endless stream of answering machines or busy signals.

Those who have good communication skills and enjoy interacting with people particularly selects call centre jobs and they enjoy and find their workday is more varied and interesting when they are able to spend fifty minutes out of each hour actually interacting with clients. So you can realize how important and useful is dialer in a call centre that does not let go waste the energy and effort of an agent. Maintaining a perfect symbiosis relationship between person and machine predictive dialer helps the agent make maximum contact with their clients. Predictive dialer increases the work efficiency of the agents by avoiding those numbers that are busy, disconnected, fax lines, or calls that are answered by machines or voicemail systems. They only deals with those calls that are answered by a live voice which means that agents spend almost all of their time on the line with a live person.

In short it could be said that predictive dialer aims at facilitating and maximizing talk time in every call center thus keeping the agent always engaged in their work. Besides this the predictive dialing system also keeps the track of agents that are available while observing the responses to the outgoing calls that it makes. The combined work of the hardware and the software in the predictive dialer enables the agent to spend more time in juggling their works efficiently thus making the maximum in minimum time. In fact it can be said that predictive dialing has revolutionized any sizeable call centers to achieve their goal of satisfying their customers. Attention is paid to speed up voice connects. Attention is also given to minimize the lag time that is occasionally still encountered to the point where it may become faint. Though it is a matter of few seconds but it creates confusion among the potential clients

WI: Denny Lauer, USW Local 2-1279, phone banks using one of five predictive dialers in the USW District 2 office. (Video credit: Casie Yoder)
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