Every company that makes outbound calls can benefit from a predictive dialler, getting a more efficient way to call contacts and maximise agent productivity.
However, the specific benefits you’ll achieve depends on how you choose to use your dialler. A dialler can work in three different modes – preview dialling, progressive dialling, and predictive dialling. Each comes with its own strengths and weaknesses, suited to specific scenarios and organizational approaches. Making the most of your dialler means taking the time to find the right mode – or combination of modes - for you
Preview dialling mode
Allowing your agents to set the pace of calling, preview dialling (or ‘click to dial’) is a simple manual approach. In this mode, agents preview contacts before clicking a button on-screen to dial. Preview dialling is ideal for focused calling on small, high quality lists, follow-ups, and calls to existing customers. It’s also particularly powerful when your hosted dialler is integrated with your customer relationship management (CRM) software, providing up-to-date information to keep your agents informed. Preview dialling is also popular because, since agents connect their own calls, it is impossible to ‘drop’ a call and fall foul of Ofcom regulations. With preview dialling: Agents can focus on selling – clicking is faster than manually dialling numbers and recording dispositions Automation can be used to automate follow-up tasks and minimise agent administration Call backs can be easily set in the dialler and through your CRM
Progressive dialling mode
An automated approach, progressive dialling mode is quick and easy for agents. They simply log on, click ‘Resume’ or ‘Dial’, and wait for a call to be connected.
Ideal for larger lists, progressive dialling allows call centre administrators to control the pace of calling and the productivity of agents. Administrators can define a ratio of calls to be made per agent – usually 2:1.
This means that, for every available agent, two outbound calls are made. The first to connect is sent to the agent. As a result, agents only spend their time on connected calls, not busy tones and disconnected numbers.
However, if more than one call connects at the same time, one of them must be dropped. This means it is essential to monitor dropped call rates to ensure regulatory compliance and excellent customer service.
With progressive dialling:
- Agents can achieve higher talk time – up to 40 minutes in the hour
- Administrators can ensure agent productivity and take control of the pace of calling
- Commission-based sales staff are motivated, spending their time on sales, not administration
Predictive dialling mode
Finally, predictive dialling mode gives you an intelligent dialler that takes efficiency to another level. The dialler can predict when agents will become available and start making outbound calls in preparation, leaving little to no downtime between calls.
Delivering outstanding list penetration, a predictive dialler is ideal for larger data lists being handled by groups of more than eight agents.
However, the imperfections of a predictive system and the nature of concurrent dialling mean that dropped calls are a certainty. To help, diallers have a defined ‘drop limit’ – a threshold that the number of dropped calls must not exceed.
With predictive dialling:
- Agents get the most possible talk time – anything up to 50 minutes in the hour depending on data quality
- Deep list penetration, delivering the best possible results on poor or stale lists
Diallers with flexible dialling modes
It’s so hard to choose the most appropriate dialling mode because every method brings its own benefits and weaknesses. But what makes a dialler so special is the ease with which you can change your mind.
Many businesses begin with a simple preview dialling mode, which is hugely beneficial. However, as their needs grow and their targets evolve, it’s quick and easy to switch to automated dialling – at no extra cost and with no complex, time-consuming provisioning. You can learn more about dialling modes in our latest eBook, The Truth About Diallers.
Once you overcome the misconceptions of diallers, their benefits are clear. The next challenge is then which one to choose. Hosted on on-premise. If you need help answering that question, have a read of our eBook where we explore the two options.
