Predictive Dialer is an intelligent and automated dialer that optimizes the agentís productivity.
Call centers uses predictive dialing mode to call a large number of customers within a short period of time.
It identifies the busy callers, unanswered calls, or calls answered by voicemails/answering machines.
Predictive Dialer works on an algorithm derived by statistical analysis of time patterns of call durations,
how long it takes for calls to be answered, and how often are calls answered.
When an agent is about to become idle, dialer initiates multiple calls based on predefined calling ration.
This type of Dialer application can be effectively used in processes i.e. Promotional activities, Cold calling, Marketing Campaigns etc.
- Predictive Dialer have highest level on aggression, as only live calls are connected to the Agents. This ensures Agent interacts only with customer and no time is wasted.
- In Predictive mode, Agents do not have any control over calling functionality.
- Agent gets access to customer relevant information but not much time to review it.
- Predictive Dialer works on probability of positive customer response.
- The call information is populated on the agent screen at the same time the number is being dialed by the dialer. Popup form is designed based on business process and campaigns.
- Campaigned based multiple scripts or Questionnaire are offered to Agents for ease of interaction.
- Dialer offers efficient Multiple Campaign management
- It is possible to integrate this dialer application with customer database as well as 3rd party CRM.
- It offers complete Agent performance analysis reports.
- Reports are available for every dialing activity.
- Inbuilt facility of Disposition management along with analysis.
- Facility of Call Back scheduling is available.
- Easy of interaction :
- Agents gets access to relevant customer information on their screen while call is getting connected.
- Campaign related script/questionnaire is available on screen for ease of interaction.
- Productive :
- Predictive dialer aims for Agentís highest productivity by connecting only live calls to agents.
- No time is offered to agent for reviewing the customer information.
- Agents are equipped with script/questionnaire for swift interaction when call is connected.
- Analysis & Reporting :
- Complete Analysis is offered based on Agents activity & Campaigns.
- Analysis reports based on Disposition management.
- Customize process based reports are possible.
- Customize operation :
- Offers seamless integration with 3rd party CRM application.
- Customize popup form is offered.