A Predictive Dialer Software, an outbound call dialer system which can dial calls automatically using the list from the database. We can call predictive dialing an intelligent call dialing and call processing system. It will automatically dial many calls from the list by using telephone numbers. Like other auto-dialers, predictive dialer call numbers automatically and can help agents screen for busy signals. Dialer system having the ability to utilize a call by checking the human agent’s availability and then make a call. The dialer software functions through a computerized system that dials which can dial list or batch of numbers and connect the call to call center agents. Another best feature of a predictive dialer is that it helps in dialing multiple numbers of calls at a time.
The software aims to minimize the time that agents spend waiting in between the conversations. The dialer uses some special algorithms to calculate the exact time when the agent should finish the call and pick up the next. Predictive dialers having the capability to calculate the average time of the calls and the average number of dials. Dialer makes a connection by connecting both and then optimizes dialing so it can move the agent from one call to the next. It can connect only live customers call directly to the agents who are free. The dialer not only detects the call results but it also saves the records in the server database.
Lead management is one of the basic features that every predictive dialer should have. It helps in managing the leads with their activeness and behavior, review them then assign to the agents to make calls. We can use lead generation feature by enabling CRM in our predictive Dialer software.
Predictive dialer software will provide a detail real-time call report of agents, from starting until the call ended. As the report is more important in further enquires, it helps both the agents and the manager to decide the complete productivity of the calls done by the software. The report will more useful for further queries.
Predictive Dialer support Call monitoring and recording, it is important as we want to see the performance of the agents so that we can provide better and best solution to the customers. Using predictive dialer software with the campaign can provide additional information about agents and help in improving the performance of the agent.
The manager can monitor the performance of the agents through integrated call monitoring and recording campaign. To increase the performance of the agents they provide training on a real-time basis to increase the performance of the agents.