Predictive Dialer Benefits: Is it Right for You?

8x8 Staff

March 04, 2021

Could predictive dialer software improve your contact center?

In an outbound contact center, predictive dialer software is an indispensable tool that automatically dials phone numbers. In recent years, dialer solutions have transformed from expensive, on-premise software to integrated, cloud-based tools that save time and offer additional self-service features to prevent customers from getting frustrated with long waiting times.

Below, you can discover the top predictive dialer benefits and find out more about how it works.

What Is predictive dialer software?

Predictive dialing software is a type of auto dialer, which dials a preset list of phone numbers. It uses a statistical algorithm to predict when the most qualified agent for the call will be free to answer and regulates the number of contacts it dials accordingly.

It's different from other automatic dialers because it can dial multiple numbers at once and uses call metrics to determine when an operator will be available to take the call. Other dialers don't use complex algorithms to help manage traffic and maximize productivity.

Predictive dialer benefits

In today's fiercely competitive environment, it's essential that your business make use of innovative equipment. Time is literally money when it comes to customer service and sales within a contact center, and finding and implementing empowering technology is one of the best ways to drive efficiency and customer (and employee) satisfaction.

1. Improve operational efficiency

By predicting how long a call is likely to last based on hard data, predictive dialer software can automatically reroute calls to relevant agents. On the agent's side, less time is spent trawling through a list of contacts and dialing numbers, and more time is spent closing sales and making customers happy.

2. Reduce human error

Mistakes, such as two agents calling the same customer or the entire contact center being too busy to answer a call, can happen at any business. By automating the entire process, you eradicate the potential for these types of errors and save time and energy that could be spent speaking to clients.

Not only does this make customers happy, but it also improves job satisfaction for agents who are freed from babysitting the dialer and get to spend their time making an impact.

3. Boost sales

Of course, when a predictive dialer is connecting agents to the right customers at the right time, sales are going to benefit. Automated processes such as call recording and call logging help agents focus solely on the warmest leads and closing sales. What's more, by reducing error, agents have a little more time to spend with each customer.

4. Lower costs

When you're using a predictive dialer, there's a good chance you're making fewer outbound calls. You can also reduce dead time, bring customer abandonment down and eliminate expensive telecom hardware. Plus, you won't need as many agents to handle calls and manage on-premise software.

5. Enhance customer experience

Last but not least, using a predictive dialer improves the overall customer experience for everyone who calls your contact center. Customers are contacted at their preferred time and offered services and products that are likely to interest them. Without long waiting times, their experience of your brand will be gold star service.