Different Predictive Dialer Types Help Call Centers to Be Efficient

By MAE KOWALKE
TMCnet Associate Editor for Channels

No call center today is complete without a predictive dialer. A predictive dialer is a computer-run system that automatically dials batches of phone numbers, and then connects calls those calls with agents who are assigned to specific campaigns. Predictive dialers are widely used in the call center industry because they greatly increase efficiency by automating a process that humans do not need to perform.

A predictive dialer system can generally be classified as one of four types: soft dialer, hard dialer, smart dialer, and hosted dialer. A soft predictive dialer uses software equipped with ISDN or CTI capabilities to provide analysis of calls placed. A software-based predictive dialer generally is relatively inexpensive, but in some cases may not offer as many features as one that’s hardware-based. A soft predictive dialer usually is connected to a PBX using a CTI link, and relies on specialized call classification cards to perform call progress analysis and answering machine detection.

A hard predictive dialer uses hardware to offer more robust features. This type of predictive dialer is based on dedicated telephony switches. The switches used by a hardware-based predictive dialer usually connect using both agent and external audio for added functionality.

A smart predictive dialer is one that combines automatic dialing with voice messaging and live agents who are prepared to handle inbound calls. A smart predictive dialer adds more power to this important automation tool. For example, a smart predictive dialer can detect a “live” answer and play a pre-recorded intro message, giving the call recipient the option of talking to an agent.

Finally, a hosted predictive dialer is one delivered using the software-as-a-service model. A hosted predictive dialer offers the advantages of automated dialing without requiring companies to invest in expensive equipment. For a company to take advantage of a hosted predicted dialer, it needs only to have an Internet-connected computer and phone line for each agent.

No matter what type of predictive dialer is used, one thing’s clear: this technology really helps call centers stay efficient. Using a predictive dialer, a call center can create a custom campaign and quickly reach out to potentially interested customers without inefficiently tying up agents to manually dial numbers. A predictive dialer automated the calling process, freeing agents up to do their jobs: sell products answer services, maintain excellent customer service.

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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.