Choosing a Predictive Dialer

By MAE KOWALKE
TMCnet Associate Editor for Channels

For any call center today, a predictive dialer is an indispensable tool. Because it automatically dials calls and connects them with an agent only if a live person answers, a predictive dialer is a real productivity booster. A predictive dialer helps call centers do more with the resources they have.

When choosing a predictive dialer solution, there are six main steps to follow. Each of these steps will help the call center choose the best predictive dialer to meet its needs. If these steps are followed, not only will the predictive dialer improve productivity, but it will maximize efficiency as well.

The first step in choosing a predictive dialer is to count how many phone lines and agents the call center is able to support. Depending on existing infrastructure, in order to deploy a predictive dialer the call center may need to purchase both hardware and software, or just software.

The second step in choosing a predictive dialer is to determine if the call center system is Windows-based or Linux-based. The predictive dialer selected should be designed to run on that type of system. It is also worth considering how well the predictive dialer will integrate with other call center software like database systems.

The third step in choosing a predictive dialer is to find out if the system automatically leaves a message when it is greeted by a answering machine or voice mail. Depending on the type of campaign, this predictive dialer feature may be a real boon for maximizing effectiveness.

The fourth step in choosing a predictive dialer is to test the solution in the call center setting. The goal is to determine if the predictive dialer supports the call center’s phone system or PBX. A trial version of the predictive dialer should be available.

The fifth step in choosing a predictive dialer is to determine how fast the system connects to an agent when there is a live answer. This is a vital factor in success of using a predictive dialer. If the connection is not fast enough, the predictive dialer will fail in its most basic function, connecting agents with customers.

The sixth and final step in choosing a predictive dialer is to test how many mistakes the system makes on average in terms of predicting live answers. Again, this is a vital predictive dialer function. If the predictive dialer fails too often in identifying live answers, it will fail in its purpose.

While these six steps provide a basic blueprint for choosing a predictive dialer, there are of course other considerations. For example, in deploying a predictive dialer the call center must make sure it is compliant with federal and state Do-No-Call regulations. A good predictive dialer should be programmed to automate much if not all of this compliance.

A predictive dialer is a very handy tool for any call center. This is especially true if the best predictive dialer is chosen for the call center, based on its specific needs. The tips here can help call centers choose a predictive dialer that fits the bill.

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Mae Kowalke previously wrote for Cleveland Magazine in Ohio and The Burlington Free Press in Vermont. To see more of her articles, please visit Mae Kowalke’s columnist page.