PREDICTIVE DIALLER SOLUTIONS
WHAT IS A PREDICTIVE DIALLER
A predictive dialler works with a rigid algorithm that calls from a list using a prediction of agent availability and average call time, basically dialling out to ensure that there is a call ready. Typically predictive diallers, especially in smaller call centres, can lead to call delays for the receiving party, high call abandonment as the receiver puts the phone down before connecting to an agent, and can lead to agent burnout. Check out SpitFire or CyTrack as our reccomended Predictive Dialler Solutions
WHAT IS A PRE-EMPTIVE DIALLER
A pre-emptive dialler however works via a different method. With a pre-emptive dialler, you control and configure the ratio of agent to call out patterns and availability – this can even be done on the fly! When a pre-emptive dialler dials your pre-selected number list, it will determine if the call is a positive connection (someone answers) or a negative connection (answering machine, messagebank, fax, modem or no answer). A positive connection on the pre-emptive dialler is answered immediately by an agent, with no delay or pause like there is with a predictive dialler. Answering machines, messabank and no answers can be rescheduled automatically for call back. You can even have a series of pre-recorded messages to be left for calls that are answered by an answering machine or messagebank.
WHAT IS A PROGRESSIVE DIALLER
As for a progressive dialler, this is a more manual process. A progressive dialler waits until it is signalled by the agent to make the next call.
WHO CAN I TALK TO ABOUT DIALLERS
Talk to us today about our pre-emptive dialler and progressive dialler technology to see what would be the best for your business and call centre