Automation offers ways to efficiently make outbound calls quickly, accurately, and easily. Automation software for outbound calls uses one of the methods of dialing for business benefit. The use of predictive dialers or auto-dialers is mainly to replace manual dialing. Both predictive dialers and auto-dialers help optimize outbound calls. Meaning, predictive dialers, and auto-dialers enable dialing as many numbers as possible in the least amount of time.
We will review the differences between predictive dialers and auto-dialers.
Auto dialer by definition is an electronic device that dials phone numbers randomly or from a list and may also leave recorded messages or request information. An auto dialer, a type of predictive dialer, is powered by software, where a person answers the phone. A voice modem and an active telephone line are required to function. A voice modem allows a computer to play audio recordings over a telephone line. In VoIP mode, auto-dialers can also work with PBX business phone systems using SIP trucking. Advanced auto-dialers come with built-in voice detection software that informs the user whether the call has been picked up by a human or has gone to the voice mailbox.
Functioning: The function of an autodialer is to place calls through predictive dialing while a sales or support agent completes the call. The auto dialer then sends the call directly to the operator or a recorded message. After the responder answers the call, an autodialer puts the person on hold until a live agent arrives.
Progressive dialer system: Progressive dialer is an auto dialer system widely used in outbound call centers. It is considered an intermediary between manual dialing and predictive dialing solutions. Advanced auto dialing technology automates the process of making outbound phone calls. Therefore, agents do not need to manually dial each number from the contact log.
A predictive dialer allows the caller to switch to the next call according to the pre-dialing time when they are busy on a live call. It can also be programmed to dial multiple numbers at once. Predictive dialers are very smart. Being completely automated, the predictive dialer requires no manual instructions in verbal or written feed. A dialing program can be programmed to instruct the algorithm which numbers to dial and when. Computers and devices learn on their own as algorithms work.
They measure the average length of a call and the average number of phone numbers before the receiving party answers. A predictive dialer can also identify when the outbound caller can take the next call. Then it automatically dials another number and goes directly to the agent.
Progressive dialers benefit contact centers in several ways:
Agent efficiency increases when the dialer filters out busy lines, answering machines, and disconnected numbers
Fewer hand-ups are possible when agent availability is ensured
Better goal conversion is possible because less call abandonment leads to more agent talk time
Predictive Dialer vs Auto Dialer
Predictive dialers and auto-dialers are highly efficient, making them valuable tools for increasing productivity. However, one mode of dialer may be more beneficial than another based on the type of industry and business goals. Typically, VoIP phone systems offer some form of predictive dialer or auto dialer voice-calling features.
Let's compare some benefits and pain points:
Benefits of Predictive Dialer
Checks for agent presence.
Dials multiple calls simultaneously and increases call connection volume.
Features voicemail, missed calls, disconnected numbers, and busy signal out.
Provides agents with a steady flow of calls.
Weaknesses of Predictive Dialer
No call waiting.
Totally depends on the algorithm.
Algorithms demand larger campaigns to learn better from more data.
Agents need the skills to attend quickly after a call ends.
Failure to connect through an agent risks dropping the call.
Benefits of AutoDialer:
Distributes calls between available agents.
Provides call-waiting feature.
Limits agent idle time and increases talk time.
Improves the likelihood that customers will connect with a human versus voicemail.
Sends a recorded message on a voicemail pick-up call.
Weaknesses of AutoDialer:
Creates a short wait time before the agent connects to the line.
Check for unavailability of agents resulting in abandoned calls.
More demanding than some outbound calling agents.
An answering machine cannot always find out exactly.
Predictive and auto-dialers benefit sales and support representatives in achieving their goals, though they differ in certain features and specifications. A wise decision to engage in the right dialer system provides healthy support and business growth.
A modern phone system in automation should offer the right features required for business growth. A progressive dialer solution with the ability to integrate with versatile auto or predictive dialers and other digital tools is highly welcome. Organizations can benefit from the voice broadcast Robocalling experience Knowlarity provides through their automated voice call services.Written By: Manna Khare