What is predictive dialer? – part 2

May 21, 2015
May 21, 2015
3 min read
#VCC News

The predictive dialer – as suggested by its name – can predict the workload of the operators, take off their shoulders the burden of manual dialing, free the operators of waiting, and such increase the number of minutes spent on effective calls. All this can be achieved with the help of a special algorithm. Configured adequately predictive dialers build up as many live calls as many operators are free at that precise moment (operators don’t have to wait, once a call is finished a new connection is coming). Predictive dialer always connects a live call to the operator, who can start talking immediately.

Let’s take a closer look to find out how this technique – similar to power mode only in appearance – resulted in an 80% capacity utilisation.

With predictive dialer calls are also initiated by the dialer, but the system continuously and dynamically calculates the number of calls it has to initiate to keep the operators busy. In a finely tuned system, this means that operators can spend as much as 40 minutes with effective calls per hour.

Predictive dialer dials three times the numbers from the database – not all calls are successful, especially if the database contains a lot of land numbers. According to Virtual Call Centre data at first try depending on the quality of database 40-50 calls become live calls, at second try this rate is only 20-30%, and at third try this drops to 10-15%.

Icing on the cake: platform support and the predictive dialer

Predictive dialer is utmost efficient when integrated with a telemarketing platform, as happens with Virtual Call Center’s (VCC) technology. VCC uses an own, unique algorithm to optimise call management. Combined with other complementary system services it reaches 40-42 minutes of active calls per hour, which means a 90% capacity utilisation. VCC technology drastically reduces waiting time for calls and need for post-call work by integrating its system with the CRM and ERP systems.

With integrated systems such as VCC’s operators spend most of their time doing work that leads to profit. This intensive solution increases business productivity by erasing idle minutes, without the need to hire the extra workforce.

VCC’s predictive dialer (which comes with manual or power dial modes also, these may be needed in special situations) can be easily customised for every business need. If the dialer is misconfigured, the customer has to wait a long time for the call to be build up, leaving him/her in uncertainty whether who may be the caller. This misconfiguration is the source of all complaints. With precise configuration, it’s easily preventable. VCC offers fine tuning for its predictive dialer, using them precisely prevents all sorts of complaints.

As support VCC’s telemarketing system offers essential, efficient and quality supplementary services such as logging, electronic data recording (and easy management of recorded data), handling callbacks, supervisor functions. So it’s obvious: a modern competitive company must take advantage of possibilities offered by the predictive dialer in its call centre.

Modern call centre basics – predictive dialer – part 1

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