“If your customer base is predictable then it is also manageable”. This statement signifies that your customers have the certain orientation and behavioral patterns. If you can tap into the very essential nature of your customer in this regard then most of the workforce can be deployed in a much better way.
In the initial years of the call centers, auto dialers came into existence. They automatically dialed the contact numbers of the customers using a predefined list of contacts. Gradually, with the advancement of technology, a better dialer came into existence with more sophisticated features to deliver better connectivity efficiency. That is known as the predictive dialer.
The benefits that predictive dialers carry are very much meaningful to the contemporary call center needs. Predictive Dialers make calls after zeroing in the right customer and correspondingly, at the most favorable time. For this, they use a very complex algorithm. They immediately make contact between the customer and the available agents.
Let’s look at the differences between auto dialer and predictive dialer.
|Features||Auto Dialer||Predictive Dialer|
|Recording of Messages||Yes||Yes|
|Routing of calls||Yes||Yes|
|Agents Availability Check||No||Yes|
|Algorithm Based Dialing||No||Yes|
|Customization (based on Time & Demography)||No||Yes|
|Frequency of Call Connection||Low||Very High|
|Average Number of Calls Answered||Low||Very High|
|Overall Productivity||Low||Very High|
So in a nutshell, it can be said that if you are running a call center then having a predictive dialer is one of the essential aspects because it enhances the overall productivity many folds. With the help of a predictive dialer, the precious time of the customers as well as the call center are given ample value. Your customers are looking for best service in the least time invested. And predictive dialers stand ahead of auto dialer in this aspect.
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