What is a predictive dialer? How it works and its benefits.

Automatic dialing is an application capable of generating high performance for outbound campaigns (making outgoing calls).

Among automatic dialing systems, the Predictive Dialer is the dialing system that delivers the highest performance.

For telesales businesses, on average, each agent makes 8 calls per hour. However, when using a Predictive Dialer, this number can increase to 14 calls per hour. If each customer generates 100,000 VND in revenue, the business's revenue per agent will jump from 800,000 VND to 1,400,000 VND.

Predictive dialers enable call center agents to call the right customers at the most appropriate time. To achieve this, the system must use highly complex algorithms.

The history of the prediction dial.

In the mid-1980s, the economic downturn witnessed an increase in debt and business stagnation among a number of companies. Consequently, the market needed business solutions that delivered higher performance.

Pioneering companies include call center service providers, major banks, and lending financial companies, to negotiate loan repayments with debtors.

The issue of automated calling has been addressed, but how can companies ensure they are reaching their target customers? Due to the economic downturn, customers are spending most of their day at work, so call center agents are calling without anyone answering, leading to inefficiency. This was also the first seed for the birth of Predictive Dialer, pioneered by companies such as Davox, Mosaic, Melia.

How do Predictive Dialer algorithms work?

A predictive dialer has five main components.

1. Database management software (often integrated with CRM storage) determines which numbers will be called and when.
2. Management software for managing agents.
3. Software that determines the progress and outcome of a call.
4. Algorithm for determining the number of dials.
5. General report.

The image below illustrates the application of Predictive Dialer in a day, using landline numbers. In this case, the predicted rate of users answering the phone in the morning is 50%, then decreased to only 25%, but in the evening it surges 80%.

The Predictive Dialer will use these statistics to automatically dial the right users who are likely to answer at a specific time, based on the following factors:

• Real time.
• Historical accuracy rate.
• Number of available agents.
• Average call duration.

The benefits that predictive dialing brings to Call center in the modern era is very high, far exceeding even the most popular Auto Dialer.

See the difference between Predictive Dialer and Auto Dialer.

Are you ready to leverage the significant benefits that Predictive Dialer offers to boost operational efficiency and increase revenue?