Not all Predictive Dialers are created equal | IAT SmartDial® Solutions

Not all Predictive Dialers are created equal

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Predictive dialer technology isn’t all the same: Using predictive dialing technology is a very effective way to increase your agent’s talk time. However, not all predictive dialing technology gives you the same contacting results; it all depends on the dialer’s approach to obtaining phone calls.

Many predictive dialing solutions provide static resource allocation for all types of dialing. The truest form of predictive dialing technology provides dynamic resource allocation for pooled dialing.

The most efficient type of predictive dialing provides a combination of dynamic and static resource allocation. IAT SmartDial uses both dialing approaches in our site-premised systems and cloud-based dialing services.

How do I know what kind of predictive dialing I’m currently using? Whether you have a site-premised or cloud-based predictive dialer, you can determine what type of dialer you use by asking yourself the following: “Do I have to figure out how many dialer lines I need to use before I run each and every campaign?”  If the answer is “yes,” then you have a static form of predictive dialing—not dynamic.

So what is a dynamic predictive dialer? A dynamic predictive dialer allocates dialing lines in real-time based on many different factors—time of day, current list transfer rate and average talk/wrap times for each agent. In other words, dynamic predictive dialers continually adjust the amount of dialing lines used depending on how many dialing lines you need in that moment. The result of dynamic dialing is an optimal dialing rate and consequently your highest level of productivity. In static dialing, you manually determine the amount of dialing lines used to work each campaign.

When is it ideal to use a dynamic predictive dialer? When multiple agents are working on the same list in a pooled environment a dynamic predictive dialer is the most efficient choice. Superior pacing results and lower costs are achieved with fewer resources than normally required when compared to industry averages. Dynamic resource allocation makes this possible, pooling all dialing lines and adjusting resources in real-time.

The dialer provides group/team pacing, providing minimal agent wait times and few—if any—calls on hold. And since not everyone has the same talk time and wrap-up time in a group, IAT has a feature that provides pacing by agent and campaign. You can run as many different campaigns as you have agents, and each one will be paced according to average talk time, hit rate, campaign and other pertinent factors.

When is it ideal to use a static predictive dialer? If agents are working in a slower contacting environment—or working a list individually—a static predictive dialer is the best option. The dialer won’t start attempting to find another live contact until the agent acknowledges they are ready.  

There are multiple situations when agents would want to use static dialing; at IAT these situations are each given a different dialing mode: Preview, Power and Passive. Supervisors must allocate dialers for each individual agent campaign:

  • Preview Mode: A mode in which agents can view and prepare for the more challenging accounts before dialing.
  • Power Mode: A mode for an individual agent to work alone. The dialer starts dialing only after the individual indicates they are ready.
  • Passive Mode: An overflow mode for high traffic times. It reduces account hold times by allowing agents or employees not working on the dialer to take the call when all those actively working the list are busy.

IAT’s predictive dialing enables the use of Predictive, Power, Preview and Passive dialing modes simultaneously. This gives the manager the ability to maximize productivity by matching the dialing mode to the agent and type of account being contacted. This feature helps to ensure more cost-effective account management.

Not all predictive dialing technology is the same. IAT SmartDial is the industry expert on dialing technology. If you have any questions, make sure to give us a call!

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This article was written by Mark

1 comment:

George KenyonOctober 17, 2014 at 10:27 amReply

Very Informative, answered many questions.