Predictive Dialler

When you start your journey with call centre diallers, you need to consider carefully the different modes and options available to you. There are 3 main dialling types, each one varies slightly, and will suit a particular type of campaign.

In general, these can be categorised as:

Predictive Dialler

Predictive dialling, is by far the fastest and from efficient style of automated dialler. With this system, calls are rung at a rate quick enough to keep call centre agents busy – routing live calls as soon as they complete their previous work. Companies like Blue Telecoms offer a predictive dialler system.

The rate the dialler does this, is controlled by an algorithm within the dialler, and can be adjusted by the call centre manager to keep as many agents busy as possible, without dropping too many calls. After this, the dialler automatically scales the calls to keep as seamless a flow as possible for agents.

One of the main issues with using a predictive dialler, is that inevitably a number of calls will be abandoned. This means that customers may answer the phone, yet no agent is actually available to take the outgoing call.

In most countries, this is an extremely regulated area – with fines given to companies who dial too aggressively.

Preview Dialler

Once an agent has indicated that they are ready for a call, information about the call is presented to them. The number is then automatically dialled after a pre-defined period; the agent is given time to preview the customer details before the call is launched.

Preview dialling is used most often in campaigns where each customer case is complex – for example collection of late debt where the agent needs to be aware of a complex case history before making the call.

Call Hub offer a preview dialler system:

Progressive Dialler

Progressive dialling offers similar productivity to predictive dialling whilst removing the risk of abandoned/silent calls

Once an agent has indicated that they are ready for a call, information about the call is presented to them, and the number is then dialled immediately. Call progress is monitored by the dialler technology.

Calls that do not result in ‘ringing’ are automatically and immediately disconnected, whilst ‘no answers’ are disconnected after a pre-defined number of seconds. Software call control minimises agent involvement in the dialling process and improves call-handling efficiency.

Progressive dialling is most often used in campaigns addressed to current customers where the objective is to renew or up-sell a product or service.

Power Dialler

Power dialling (or power dialler) is probably the dialling term that causes most confusion. Depending on who you talk to, power dialler can be used as an innocent catch-all term to cover all forms of automated dialling; but it can also apply to specific technology originally introduced in the late 1980s that simply makes large numbers of calls with little or no control.

If you’re weighing up the pros and cons of Powered vs Predictive diallers, this article by Ten Fold should help:

Use of diallers by type

A study by the Professional Planning Forum (based on a smaller sample size) has shown that

  • The number of companies with no outbound technology has dropped from just over a third in 2007 to just under a third in 2009 (drop of 10% in total).
  • Software diallers have overtaken hardware diallers since 2007 survey – a swing of 13% in total.
  • Use of Hosted diallers has stayed static

{Note there are two types of spellings for diallers. In the U.S.A. they tend to use the spelling dialers, rather than diallers).

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