A hosted predictive dialer, also known as predictive dialer is a computerized telephone control system which works on a series of statistical algorithms and dials a list of telephone numbers, transferring the answered call to the people making call, known as agents. The predictive dialer is a boon for the contact centers and the call centers dealing in outbound or sales process as it automatically screens and eliminates no answers, busy signals, answering machines, fax machines and disconnected numbers and transfers only the answered calls to the agents. In general it works for telemarketing, appointment confirmation, and collection of payments, surveys, service follow-ups, sales and much more.
Furthermore, hosted predictive dialers are way more advanced than the traditional automatic dialers. In automatic dialers the dialer automatically dials the calls and transfers it to the agents, however it does not screens the call which results unnecessarily wastage of time, further resulting into less productivity. On the other hand
hosted predictive dialer screens the unnecessary calls, and is programmed to predict when the next agent will be available to pick up the next call. It can also predict the number of available agents, available lines, average call handling time and various other factors and adjust the flow of the outbound calls accordingly. This measurement delivers high level of work efficiency to the call centers. This further results into increased productivity as the agents can spend their time talking to the customers rather than just disposing the answering machines, busy signals or fax machines.
Hosted Predictive Dialer - Operations
In the call centers the information related to the telephone numbers are stored on the network servers. Hosted predictive dialer and the computer machines of the agents making calls are linked to the network servers containing telephone numbers. A software application linked with the dialer is installed on all the computers. This software application performs the process of predictive dialer for the agents. It automatically predicts and transfers the call to the available agent on the available line and screens out the no answers, busy signals, answering machines and the fax machines. Only the live call is transferred to the agent.As soon as the agent receives the calls, the software application displays all the relevant information of the customer on the agents computer screen, so the agent can start his/ her conversation accordingly.
Hosted predictive dialer continuously and automatically keeps on adjusting its dialing patterns based on average number of rings, average call handling time, the number of available agent and the number of available lines, and more. This ensures that the contact center is able to increase its calling as well as productivity and business efficiencies. It also ensures high level of leads utilization, and proves to be a cost effective solution.
