Best Predictive Dialer Software

What Is a Predictive Dialer Software?

The predictive dialer software consists of an outbound calling system, which helps users to automatically dial numbers from a list of telephonic contacts. The system is similar to how auto dialers or robo dialers operate. The predictive dialer software is designed to automatically call numbers until it gets connected, after which the software passes the call to a human representative. These dialers can screen out voicemails, busy signals, disconnected numbers, no-answers, and more.

What largely differentiates them from automatic dialers is that predictive dialers can use call metrics for predicting a moment when human representatives will be available for the next call. Predictive dialers can time their auto-dialing so they run parallel as per the agents’ availability. For instance, if it’s a busy time for a call center with lots of agents on conversations, the predictive dialer will be able to slow or even stop the outreach until the system is aware that the agents can receive the next call.

Predictive dialers can dial multiple numbers simultaneously so that the system can reach the right number of leads at the right time for maximum efficiency.

Predictive dialers have been on the market for around 30 years. They started with the banking industry and were mostly used for the purpose of collecting debt. Even though predictive dialers started off as hardware solutions, today, several organizations offer predictive dialer software linked with the cloud. Companies prefer cloud-hosted dialers because they can reduce IT costs and minimize up-front capital outlays.

Common Features of Predictive Dialer Software

Here are some common features of predictive dialer software:

1. 3-Way Calling or Call Conferencing

This feature can add a third person in an ongoing phone call, which connects all the calls with each other. The agent can start this process by initiating a regular call first number. Once the lead answers the call, the system dials another call that you can connect. When this happens, the first person will be put on hold. Only after the second person receives the call can you connect both calls together by using the call conferencing option.

This does not post any extra charges to the bills. Only standard charges will apply, as per your individual calling plan.

2. Campaign Management

The predictive dialer system helps managers create different campaigns from the same ID. Managers can also personalize marketing campaigns as per the requirement.

The campaign management functionality offers options to pause, edit, rerun, delete, and more. This way managers can create campaigns to achieve the goals of the business.

3. DNC (Do Not Call) Management

DNC consists of a list of contact numbers registered with the government regulatory that do not receive any promotional calls. The DNC feature allows managers to limit telemarketing phone calls.

This is a limitation for the call centers because they cannot connect with DNC numbers. If call centers call these numbers, they will have to pay heavy fines to the telecom authorities.

Therefore, the best predictive dialer is designed with all the features of DNC management. The system checks all the DNC numbers mentioned on the contact list and eliminates them to ensure fine-free calling.

4. Filter-based Calling

Call centers have to put down multiple rules based on geography, time-zone, or other demographics to call a target group. So, predictive dialers can effectively filter out certain numbers that lie outside these defined rules when they start dialing numbers. This feature helps focus on results.

5. Customized Dial Time

With this feature, a predictive dialer system can call numbers at a specific time based on the area’s time zone. Since different countries fall under different time zones, predictive dialers can filter out these numbers based on their area codes and time-zone. The software can match the area code, the country name, and the time of the number and only then dialing the numbers at the best time.

What Are the Benefits of Using the Best Predictive Dialer Software?

1. Helps Close More Sales

Not every call you make can result in a successful conversion. But given the agents are attending to more calls can increase the chance that more numbers may get converted after each shift’s end. Manually dialing can waste a lot of talk time, which is usually spent in scheduling follow-ups, listening to busy tones, or leaving voicemails. But with a predictive dialer, your representative can increase call volume so that you can drive the call center’s revenue.

2. Diverse and Multifunctional

Predictive dialing software is designed to carry out a lot of functions in the background. For example, predictive dialers have statistical algorithms that can increase the number of calls you make in a day. The software can also automate the call handling process and reduce the events that often lead to longer waiting times, unanswered calls, or dead numbers. The dialer can make multiple calls simultaneously, and efficiently calculate the rate of call outcomes. Whenever you can do your campaign, the software will closely monitor your changes and react as a result to maintain efficiency.

3. Improves Worker Efficiency

Predictive dialers function on built-in designs that are configured to work in a competitive environment. This helps you to lock in sales and make profits. With this software, you will notice labor efficiency and an increase in productivity. With predictive dialers in the picture, each agent spends 55 minutes of every hour speaking with potential customers.

4. Eliminating Bias

Predictive dialing software can predict each call’s call and automatically assign calls to available agents so they don’t waste any time in between. Your agents won’t feel confused over choosing what type of call they should answer next. This allows all representatives to handle calls collectively and equally. The moment you install a predictive dialer system, you will notice how it can optimize lead management as well as increase the chance of easily connecting an agent with a live call.

5. Reduces Human Error

The key to a successful call center is keeping busy while reducing error through automation.

There is always a chance where a call is left unanswered or two representatives will call a particular customer. Predictive dialers can bring a solution to all of these issues. It allows you to automate the handling and calling to take maximum calls any time and reduce human error. Your representatives won’t be limited to a 4:1 dialing ratio or need to mind the dialer.

Things to Consider While Buying a Predictive Dialer Software

1. Customizable Options

The predictive dialer you choose should be well-equipped with customer information. For instance, imagine your agent is unable to add a different field to the customer’s information in the dialer interface.

In such a scenario, an agent could not add an email address or demographics to the customer information. If your software offers customizable options, it will get easier for the agent to add various customer information and use it as per business needs.

2. Call Reporting

Always opt for a predictive dialer that offers a detailed report of all the agents that connected and calls that were made. This will help you analyze the overall success of your outbound call rate. A full report will also help gauge how your agents are performing and how they are making the most out of the available resources including expert opinions and customer information.

3. Blended Operations

Imagine if you have only outbound and no inbound calls. If the dialer is unable to blend the inbound calls, then it may limit its competencies. If your dialer is able to blend incoming and outgoing calls seamlessly, then your representatives can enjoy more options to converse with customers.

Challenges While Implementing a Predictive Dialer Software

1. The Agent Can’t Prioritize Leads

A major setback of using predictive dialers is that agents cannot prioritize leads. When predictive dialers call from the list of phone numbers, the agents are unable to control which number the predictive dialer will call first or last. So, when an agent connects with a prospect, they have to wait for a second to see who they are connecting with, which often leads to an awkward start to the conversation.

2. The Call Agent is Unprepared

While using a predictive dialer, an agent often can’t refer to the script because they have no context about who is on the line. In such a situation, they are unable to conduct complete research prior to making the call. When an agent calls a potential lead with no preparation, it may result in a mechanical conversation that would have almost no impact on the prospect. A salesperson has to essentially build a relationship with the prospect. By using predictive dialer tools, you may not be able to understand the context of the prospect.

3. Predictive Dialers Can Cost You Leads

Without a doubt, predictive dialers can call more leads in a shorter time frame. Although this may seem cost effective, it may have negative results. People are rarely interested in hearing stereotypical telemarketing phone calls and often hang up even before hearing about the service or product. Since most prospects are hostile toward such automated technologies, it is important to you to make your call personal.

Top 5 Predictive Dialer Software for Call Centers in 2021

1. Callhippo

If your sales team indulges in a massive amount of outbound calls every day, then get Callhippo’s Power Dialer software. With this, seamlessly eliminate manual and redundant tasks. The Power Dialer is designed to ring each contact for 30 seconds by default, which increases efficiency and reduces the time spent on each call.

2. Velocify

With Velocify enjoy a multitude of monitoring and coaching modes. If you are looking for self-service options, its online knowledge base will be very useful for you. Plus the service is very quick and easy to set up.

3. ChaseData Call Center

With ChaseData, all tiers make it easy for human agents to dial remotely. ChaseData is reasonably priced to cater to smaller business modules. This provider offers ticketing, fax support, an online knowledge base, and live phone support.

4. NICE inContact CXOne

NICE offers several tools that ensure compliance with TCPA. NICE inContact comes with analytics capabilities, which make it easy for managers to track KPIs. NICE comes with encryption and storage that meet all the HIPAA/HITECH standards.

5. RingCentral Engage Voice

The provider offers three distinct dialing modes that provide businesses with various calling options.RingCentral Engage also provides clients an open API so they can build their app connections seamlessly. The company’s answering machine detection functionality is one of the best features available on the market.

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