Outbound Calls – Power and Predictive Dialer

Estimated reading time: 5 minutes | Target users: Supervisors

With Power and Predictive Dialers (PPD) you can use an automated method for dialing contacts. A Power dialer considers the number of available agents, while a Predictive dialer is based on algorithms that work with factors such as the quality of the database and record behavior patterns. As a result, they provide an efficient way of dialing a large number of contacts: compared to Manual Dialing, approximately 2 – 2.5 times more calls can be initiated with PPD.

In this lesson, you will find out the following:

1. How to tweak your project to be more effective for short calls
2. VCC Live’s Default PPD Templates

Make your project more effective for short calls

In the following example, let’s take a look at how to use Power and Predictive dialer modes effectively.

Scenario

Modify a project to use the Predictive dialer in order to initiate calls more frequently. This would be ideal for having 2-3 min. calls with your customers.

Note: If you need to create a new project first, please refer to our tutorial “Create a Simple Project“.

1. Select a project from the project list, then select Channels > Voice > Outbound.
2. On the General settings, select Predictive Dialer mode from the Dialer mode drop-down menu.
3. Select the “Consistently Brief Calls” template from the Predictive Templates drop-down list.
4. Select one of the Dialing list strategy options (Importance, Sequentially) in the Dialing list order tab. To learn more about the dialing list strategy options, please refer to our in-depth tutorial.
5. Press Save

After trying out the template, you can tweak the settings of the template and adjust its parameters to suit your needs. More information on what each of the parameters means can be found in our detailed guide here.

Tip: Your agents can also receive calls from multiple predictive projects at the same time, learn more about them here.

VCC Live’s Default Power and Predictive Dialing Templates

Templates are based on the number of agents estimated to work on a project, specified by further parameters for getting the best results. Templates are used to set up your predictive dialer parameters accordingly and in the most effective way, based on VCC Live’s algorithm.

With the help of templates, you can adjust the weight and influence of parameters that are customizable from a supervisor’s perspective. Here is a list of our templates, that are based on frequently used project types, covering the needs and conditions necessary for these projects:

1. Default

Suitable for the standard operation of the Predictive dialer.
Agent limit: 2
Min. calls: 10
Busy agents ratio: 0.01
Correction of max. simultaneous calls: 0.1

2. Consistently Brief Calls

This template is suitable for projects that work with a lot of short phone calls with a proactive dialing style. This can be used efficiently in eg. telesales projects.
Agent limit: 2
Min. calls: 10
Busy agents ratio: 0.2
Correction of max. simultaneous calls: 0.01

3. Brief and Long Calls Equally

This template is suitable for projects that handle almost as much short phone calls as longer conversations. This can be used efficiently in eg. telephone surveys, when some people are willing to answer questions in detail, but some are not.
Agent limit: 2
Min. calls: 10
Busy agents ratio: 0.05
Correction of max. simultaneous calls: 0.05

4. Mostly Brief, Occasionally Long Calls

This template is suitable for projects that mostly work with short phone calls, yet there are occasions when some calls result in longer conversations, lasting 15-20 minutes. This can be used efficiently in eg. cold call projects, dialing new, potential customers.
Agent limit: 2
Min. calls: 10
Busy agents ratio: 0.01
Correction of max. simultaneous calls: 0.05

We suggest using these templates based on your actual number of agents, and then, after having verified your results, modify the values as needed.

Note: Prioritize min. calls (Beta) is turned on by default in all templates.