An extensive range of features is offered by an intelligent call center software solution, including Progressive and Predictive Dialers. Some cases, a single feature has sub-features to offer. Today’s article, we are going to explore the sub-features of one of the popular features, called autodialer. An intelligent call center solution, you will have multiple automated dialing features at your disposal including the auto dialer itself. In this article, we will explore the two most popular auto-dialers:
Both of these dialers have their advantages and disadvantages to offer. Therefore, knowing the similarities and differences can help you select the right one for your next outbound calling campaign.
This auto dialer of the intelligent call center software solution can predict how many numbers need to be dialed to connect with 5 customers if 5 agents will be available next moment. It also has a predictive capacity to predict when it is more likely for a customer to pick up the call and how long would it take for the customer to pick up the call.
This auto dialer of the intelligent call center solution automatically dials the number when the agent shows readiness to take the next call.
First things first, let’s get acquainted with dialers. In a nutshell, dialers are software applications that automate the process of dialing outbound calls for call centers. They save precious time by connecting agents to live callers, reducing idle time, and improving overall contact rates. Dialers are a crucial asset for businesses that rely on outbound calling to reach their customers.
Now, let’s explore the two main stars of our show: Progressive Dialers and Predictive Dialers.
Think of Progressive Dialers as the “careful planners” of the dialer world. When using a Progressive Dialer, the system dials one number at a time for each available agent. The agent is then connected to the call when the system detects that the call has been answered. This approach ensures that agents are always available to handle the calls and minimizes the possibility of call abandonment.
Now, let’s meet the “bold risk-taker” of the dialer duo – the Predictive Dialer. Unlike Progressive Dialers, Predictive Dialers use complex algorithms to predict agent availability and call connect times. The system dials multiple numbers simultaneously, anticipating that some of the calls will be answered, and then connects the available answered calls to the waiting agents.
The primary distinction between Progressive and Predictive Dialers lies in how they handle the timing of outbound calls. Progressive Dialers play it safe and dial one number at a time for each agent, while Predictive Dialer Software takes a more aggressive approach and dial multiple numbers at once, anticipating agent availability.
Now that we know the fundamental differences between Progressive and Predictive Dialers, the million-dollar question is, which one should you choose for your call center? Let’s break it down.
Wait a moment, we haven’t finished yet! There’s another player in the dialer game worth mentioning – the Preview Dialer. This type of dialer is an intelligent call center software solution that enables agents to preview customer information before manually making a call. Agents have the option to skip calls or reschedule them based on the customer’s details, making it a fantastic tool for handling complex or high-priority calls.
In conclusion, the choice between Progressive and Predictive Dialers ultimately depends on your business’s specific requirements and objectives. If you value caution, a Progressive Dialer will suit your needs, while the more adventurous might find the Predictive Dialer to be a game-changer. And if you’re somewhere in between, the Preview Dialer offers a balanced solution.
So, evaluate your call center’s unique demands, consider the scale of your campaigns, and make a choice that aligns with your goals. Embrace the power of dialers, and watch your call center’s efficiency soar to new heights! Happy dialing!