Automatic Dialers

By getting rid of the possibility of reaching an incorrect number, saving time, and making contact center representatives more useful, automatic dialers boost contact center efficiency. Dialers guarantee that agent time is worthwhile in non-value-added mechanical and monotonous tasks by automatically dialing and screening for busy signals, no answer, and answering machines. The solutions will only send the call to the next available representative when the dialer reaches a live contact, with a delay that should take no than a second.

The six forms of outgoing dialing are: predictive, progressive, preview, database, speed dial, and manual. Each one has the above mentioned screening capabilities as well as general management tools and procedures for reporting and list creation, but that is where the likeness ends. This is why the dialing mode to relate to any given campaigns must be wisely selected, since each dialing mode available has inherent advantages and shortcomings, as well as cost and efficiency considerations.

PREDICTIVE DIALING

Let's start with the most frequently used dialing method: Predictive dialing. There is no doubt that this is the most productive for representatives, because it is a widely used mode. To figure representative availability, predictive dialers use historical statistics and complex algorithms. So, going by past tendencies, the solution will know precisely how many dialing attempts and how much time are essential to reach a live contact, as well as precisely when an agent will become accessible to take that next outgoing call. For this reason, the dialer can begin dialing to reach the next available customer/prospect even before a representative becomes free and connect this live contact as soon as or shortly after a representative becomes free.

Since the predictive algorithm analyses many factors, including the amount of available telephone lines and representatives and the likelihood of a call not being fulfilled (e.g., line busy, no answer, etc.), it becomes impossible to create a "magic" rule to decide the number of representatives needed for the planning of algorithms of the predictive mode to opt for the perfect rhythm. However, a forceful rule can be assembled according to three closely connected criteria; they are in order of importance:

• call length
• length of after-call wrap-up
• the amount of representatives for one campaign and its sublists