Predictive Dialling

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When manual dialling these are the issues your agent will face

Keeping track of the status of each record, it’s impossible to have
accurate dispositions, without having dispositions how can you analyse if a campaign is successful or not.
When dialling the agents will ‘fat finger’ meaning put in the wrong number that will cause delays to their calls, there is nothing more demotivating the typing the wrong number in.
When manual dialling you should expect less than 10 minutes talk time per hour per agent, this just does not make financial sense.

Preview dialling – Preview dialling is the simplest outbound dialling mechanism. The preview dialler selects a customer record from a calling list and presents this call record to an agent. The agent can then look at the customer record and decide whether to call the customer. When using a preview dialler, you should expect with accurate data to gain 15 to 20 minutes talk time per agent per hour.
Progressive or Power dialling – a progressive or power dialler presents outbound calls only after the agent indicating his/her availability to handle the next call. The technology is taking away the choice of the agent to make or not that next call and due this the talk time will increase to around 25-30 minutes per agent per hour. The power dialler makes sure that you don’t waste time looking for numbers to contact as you’re making a call. When a number is unattended, busy or disconnected, the power dialler instantly ends the dial and moves to the next contact.
Predictive dialling – A predictive dialler initiates outbound calls based on a present dialling ratio before the agent is free to handle the next call. This automated dialling system enables large outbound teams to dramatically increase the number of live connections. Predictive diallers ensure the agents’ talk time is used only for calls that are actually answered by a live person. This frees up agents from listening to unanswered calls, busy lines, disconnected phones, or fax machines and other automated responses. Using algorithms, the predictive dialler will predict the average time it takes for calls to be answered and gives information on when agents are likely to be available. Then, it adjusts the connections accordingly. A predictive dialler “anticipates” agent availability and adjusts the dialling rate accordingly. When using accurate data predictive mode can give you 45-50 minutes talk time per agent per hour.

Is the campaign B2C or B2B – if B2B and if you have accurate data then dialling in predictive mode makes no sense and businesses are open and awaiting people to call, it’s the lifeline of their existence to answer the phone quickly. On a B2B campaign with accurate data preview dialling is the one to choose.
If you have less than 5 agents then predictive is not an option, you really need 10 agents plus but newer diallers on the market can handle 5 agents in predictive mode. On a B2C campaign if less than 5 agents then go for power or progressive mode.
The volume of data that you have to call, if your data packet is not more than 10,000 records then again predictive is not advised as it will chew through the data too quickly. On a B2C campaign if your data packet is small then choosing power or progressive would be the solution but if you have a large team and large data base then you must take advantage of predictive dialling!!!

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