No call center is complete without a predictive dialer. They allow agents involved in sales or marketing to make enormous volumes of outbound calls with the assistance of computer technology.

Using a set of algorithms, the predictive dialer can predict the number of calls which will be answered and the availability of agents. It does this by discarding unanswered calls, engaged lines, answering machines and automated services.

The predictive dialer is a follow on from the hosted auto dialer, which automatically dialed numbers for agents. It can vary the volume of outbound calls according to the availability of agents.

Historically hardware based predictive dialers were favored because of their speed and simple architecture. They are more costly than soft predictive dialers because they comprise a whole package that includes dedicated PBX, lines, call center seats, phones or headsets and telephony boards that sense line activity and identify answering machines.

Soft predictive dialers are essentially software applications that provides the logic to intelligently drive a list of numbers to a dialer. They typically include a suite of open interfaces and APIs that support connections to any TDM or VoIP PBX.

Many predictive dialers now employ mixed hard and soft characteristics. Variations on these blends are commonly referred to as Smart or Progressive dialers. Typically they provide call centers with both automated and attendant-agent services. The call recipient first receives an automated message and is then asked if they want to speak to an agent to complete the transaction.

Hosted predictive dialers provide services via a third-parties. This option became increasingly viable as a consequence of VoIP technology achieving a level of maturity that matches or exceeds the quality of TDM technology. A hosted dialer can now be located wherever well educated call center agents can be recruited at competitive rates.

The major benefits associated with the use of predictive dialers include:

1) Dramatically increased productivity. Depending on the details of a specific campaign the volume of outbound calls can increase from 150% to over 400%.

2) Management’s ability to monitor and control call center agents is greatly enhanced resulting in improved call quality and compliance with policies.

3) Consistency of performance and communication across agents, even new recruits.

4) Permits management to monitor the progress of agents and ensure that they are following call centre policy. Supervisors are then free to train new agents.

Inevitably the technology will become even more sophisticated and powerful as the demand for call center solutions becomes increasingly accessible not only to large enterprises but also SMB’s and even SOHO operators.

Chris Green outlines the benefits of using predictive dialers and exciting new ways in which business phone systems are being used to update antiquated business models. For further articles on this subject visit his web site at http://www.business-phone-tools.com

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