Make the Right Dialer Decision

Dialer software is a computer-based system that automates the process of connecting a customer to a business’ agent. A dialer is used most often in call centres to manage the large volume of calls. Dialers relieve the effort required to type and dial each individual call in. Rather, the numbers are loaded onto a platform that dials the numbers automatically. Dialer apps were built to increase productivity and reduce redundant work. They also make the process of calling an error-free one. However, there are many variations within dialer software as well. Android dialers differ in many ways – in terms of call volume, how they interpret number lists, and the difference they are generally known to make in employee efficiency. Two of the most broadly used kinds of dialers are PREDICTIVE DIALER and PROGRESSIVE DIALER.

What is a Predictive Dialer?

A Predictive Dialer is a power dialer which estimates the time an agent will spend on a particular call. Hence, it attempts to predict the time by which the agent will be free, and starts calling a list of numbers automatically before the agent has ended the previous call. It also predicts what percentage of customers from a specific list are likely to answer their calls and in how much time, based on which it can call at a slower pace or more aggressively. By predicting when a client is likely to answer their calls and when the agent will be free, it is able to coordinate both of their time and connect them as soon as they are both available and free.

What is a Progressive Dialer?

A Progressive Dialer, unlike a predictive one, does not start making calls before the agent has finished a previous one. It auto dials numbers from a list pre-uploaded into its database without waiting for approval from a human operator. The number of calls that this kind of power dialer makes is less than what a Predictive Dialer will make, since it only makes calls after finishing a previous one, as opposed to the latter, which starts multiple calls for one agent before they are finished with the previous call.

What is the efficiency distribution between them?

Although it may seem that a predictive dialer may lessen the amount of time an agent spends between calls, this particular dialer has a larger number of customers who cancel the call within the first two seconds due to the time they have to spend waiting for the agent to connect with them. Waiting also increases their level of frustration with the agent even when they do talk to them. Sometimes predictive dialers may also inaccurately estimate the time an agent requires t finish a phone call and may end up losing more quality leads. The progressive dialer has a slightly longer duration of waiting for an agent, but increases their productivity. Customers also feel a personal connect or touch with the person who is calling them since the software used to make this call is not apparent to the receiver of the call.

What dialer should you choose for your business?

The biggest difference between the two dialers is a compromise between quality versus quantity. A predictive dialer is likely to give your agents more calls to handle per day, while sacrificing some quality in the conversation as well as some customers who are called but not connected. A progressive dialer gives you better customer engagement and is more likely to create conversions for your business than the reach you will get from a predictive dialer.

Knowlarity is a Cloud Telephony business that offers solutions for call centres. 

Author Bio: Maitreyi studies English Literature at Ashoka University, is enthusiastic about photography, and considers herself a feminist. 

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