| Predictive Dialing is a call center tool used to | | | | . Agents are only speaking with interested callers |
| generate higher margin talk time for teleworkers. | | | | . Call list processing is far less expensive |
| The predictive dialer works by using a variety of | | | | Cons of Traditional method: |
| algorithms to predict both the availability of agents | | | | . Overall list performance may be less due to call |
| and called party answers, adjusting the calling | | | | recipient resistance to recorded messages |
| process to the number of agents it anticipates (or | | | | . Certain U.S. states do not allow recorded |
| predicts) will be available. This article was prepared | | | | messaging (unless prior business relationship has |
| to educate the differences and postivies and | | | | been established). This may limit the use of this |
| negatives. | | | | technique to only certain types of business or |
| Traditional predictive dialers use auto dialing with | | | | consumer campaigns in certain geographical areas. |
| voice messaging, with teleworkers who are | | | | Hosted predictive dialers |
| prepared to handle calls initiated by the dialer. | | | | Hosted predictive dialers (aka Virtual Predictive |
| Answering machines, busy signals, and no answer | | | | Dialers, Web-Enabled Predictive Dialers, VoIP |
| calls are processed in a manner similar to that of | | | | Predictive Dialers) use the Software as a Service |
| a new-age hosed predictive dialing system. | | | | (SaaS) model to provide organizations and |
| However, when a 'live' answer is detected, the | | | | individuals with a predictive dialer capability. |
| dialer plays an introductory recorded message, | | | | Typically, the only requirement for a firm to use a |
| giving the call recipient the option to talk with an | | | | hosted predictive dialer system is a computer |
| agent to complete the transaction. This message | | | | with an Internet connection and a telephone line |
| is a consistent greeting that identifies the caller, | | | | for each agent. |
| the nature of the call, and the option to speak | | | | Pros: |
| with an agent. This process requires a more | | | | . No required investments in computer or |
| sophisticated predictive algorithm to ensure that a | | | | telephone hardware |
| phone agent is available when the call recipient | | | | . No required investments in software or licenses |
| asks to speak with an agent. Analyzing the pros | | | | . Administration and support are handled by the |
| and cons of the traditional predictive method and | | | | service provider |
| then further delving into the hosted variety of | | | | . Links into the system are remote, enabling |
| predictive dialing you can see which method is | | | | agents and supervisors to connect from any |
| right for you. | | | | location |
| Pros of Traditional Predictive Dialing: | | | | Cons: |
| . Call lists are pre-qualified without the introductory | | | | - Service is dependent on an Internet connection; |
| need for an agent | | | | when the Internet goes down, so does the |
| . Fewer agents are required to handle far more | | | | service. |
| calls | | | | |