Features and Working of Predictive Dialer Systems
Predictive Dialers systems are generally used by telemarketing organizations involved in B2C (business to consumer) calling, because sales representatives require more customer contact time. Market survey companies and debt collection services that need to contact and personally speak to people by telephone may also use predictive dialers. To automate all sorts of calls, predictive dialers are used as a quick and easy way rather than manually by a call center, such as customer service callbacks, or welcome calls for new customers.
Predictive Dialing systems have features such as automatic call distribution (ACD), interactive voice response (IVR) and call recording that has added a new dimension to the predictive dialer and auto dialer capabilities of this system.
Voice broadcasting with text-to-speech software acts as a unique solution that is ideally suited for ACD and IVR outsourcing. The computer telephony software opens this phone system to outside applications and developers.
Some predictive dialer systems have an extra edge in efficiency and productivity not available in other dialing systems, the agents have the option at any time during a call to click on the “answering machine message” button or “3rd party message” button.
When the “answering machine message” button is selected, it plays the digitally recorded message to the answering machine, allowing the agent to be available for the next dialer-generated call. If the “3rd party message” button is clicked, it plays a digitally recorded message to the called party, releasing the agent to handle the next call.
When combined with customer relationship management (CRM) software, the predictive dialer system is a complete call center software solution. With the new predictive dialer system revolutionizing predictive dialing, the call center can become more productive with more calls handled by fewer agents, including work at home employees. The modern predictive dialer systems far outpace old predictive dialer technology.
Written by:- marko