VoIP Predictive Dialer - A Cost Saving Proposition

The VoIP predictive dialer uses Voice Over Internet Protocol software (VoIP) to enable call centers to contact vast numbers of people. Because it uses packet switched IP networks rather than circuit switched PSTN to make long distance calls the cost savings are enormous.

Call centers are costly operations to maintain. However, a VoIP predictive dialer can offset this cost by allowing call centre agents to make international calls at local call rates. This means that call centers can be located wherever well educated English speakers can be contracted at the most cost effective rates. Favored locations include India and the Philippines.

Rather than using dedicated telephony voice boards, VoIP predictive dialers commonly use off the shelf voice modems, in combination with a computer. Many of these dialers incorporate the features of a telephony board and offer additional value for money and flexibility.

Like other predictive dialers, a VoIP predictive dialer can detect calls which are not being answered or are answered by fax or answering machines. This ensures that only live voice answered calls are sent to agents. These systems also monitor agent availability and adjust call volumes accordingly.

Predictive dialers vary considerably in their efficiency. In the end it comes down to the sophistication of the algorithm that they use. In the case of the predictive dialer system that is based on predictive dialer software rather than hard wired logic, there is usually an ability to apply upgrades that incorporate refinements to the algorithm.

A VoIP predictive dialer can reduce or eliminate the need for manual input. They allows agents to handle multiple campaigns at the same time. They can sweep up loose ends in a campaign by redialing numbers which did not achieve a successful outcome the first time and deleting numbers which repeatedly fail to yield results.

A VoIP predictive dialer can increase the time spent talking to customers from 20 minutes in an hour to 50. It also reduces the amount of time an agent spends being idle. However, it is important to use these dialers carefully, as sometimes they can over dial, calling more numbers than there are agents available to answer them. They are useful for agents with large lists.

The greatest weakness of the VoIP predictive dialer relates to reliability. Because they rely on an internet connection, they are completely unable to function if an internet connection or power is lost. The problem then compounds because depending on the size of the call center it’s possible for tens or even hundreds of agents to become idle. It’s a vulnerability that is unfortunately not uncommon in the locations where the greatest number of call centers are located.

The VoIP predictive dialer is here to stay. VoIP and predictive dialer technologies are natural partners. VoIP is now the default option employed in all call center operations. The cost savings are too big to ignore.

Chris Green is a communications consultant with a focus on business phone systems and their efficient use. He observes that phone systems are one of the most neglected business assets and present an enormous opportunity for increased profitability if properly managed.

Further articles on this topic can be found at:

Predictive Dialer Software

and Business Phone Tools

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