Predictive dialer software really helps to automatically place calls that are timed to coincide with the availability of members of the call center staff. Interestingly, it makes a lot of calls in a day that no call center staff gets time to just wait and sit idle. The software ideally places enough calls in a day.
The benefits of using a predictive dialer system are that it really allows call center agents to spend their time talking to the customers rather than placing calls themselves and wait for someone to answer them. This will eventually mean that the staff of the call center will be spending less time performing monotonous duties and they can allocate more time talking to the customers. Productivity can be enhanced significantly when you use predictive dialing software and it readily reduces the amount of time than an agent has to sit idle between the calls.
However there are certain disadvantages as well of using the predictive dialers, these are usually associated with the poor quality services or a system that has not been set up with a genuine concern for the quality of the customer’s experience. It is also important provide enough input to the system if it doesn’t have data or has not been set up well enough then it may be unable to correctly predict how to time calls that it usually makes. This leaves some customers picking up silent or abandoned calls since there will be no call center agent available to speak to them. A good predictive dialer should be able to avoid this situation as much as possible by carefully timings its calls so that there will be a member of the call center agent ready to talk to the customer if they answer the call.
Another important thing is that poorly functioning predictive dialer systems can also make it quite obvious to the customer that they are receiving an automated call, for example sometimes there is a long pause between the time when they answer the phone and when they hear someone speaking at the other end. This can become quite annoying for a person answering the phone and it can also give an impression that the company which is calling them doesn’t really care enough about them to provide a more personal service.
Predictive dialer software can be really helpful for the large call centers as it allows agents to spend most of their time talking to customers and improves efficiency and productivity. The system needs to be set up in order to stop alienating the customers by reducing the quality of the service however, smaller companies need to make fewer calls or business in which the personal touch is really valued. However, it is fascinating that using predictive dialer software disadvantages are not outweighed by the advantages. Hence, in order to increase efficiency and productivity of the business, you must see whether it will be useful for it or not. At the end of the day , it is all about your business.