How to choose a Predictive Dialer?

Today a predictive dialer is an indispensable tool for any call center. It automatically dials calls and connects them with an agent only if a live person answers. In this manner it considerably increases call centers’ productivity.

In order to choose the appropriate predictive dialer to meet its needs, a call center should perform the following actions:

• count the number of phone lines and agents the call center is able to support; the call center may need to purchase both hardware and software, or just software, depending on existing infrastructure;

• determine if the call center system is Windows-based or Linux-based; the predictive dialer selected should integrate with that type of system and other call center software like database systems;

• find out if the system automatically leaves a message when it is greeted by an answering machine or voice mail; this feature may considerably maximize a campaign’s effectiveness;

• determine if the predictive dialer supports the call center’s phone system or PBX;

• determine how fast the system connects to an agent when there is a live answer; if the connection is not fast enough, the predictive dialer will fail in its most basic function, connecting agents with customers;

• determine the average number of errors the system makes in terms of predicting live answers; the predictive dialer should not fail too often in identifying live answers.

Predictive dialers are an important ingredient in call center productivity. This is especially true if the best predictive dialer is selected for the call center, based on its specific needs.

 

Learn more about: 

Functioning, features, types and benefits of predictive dialers.

Predictive Dialer Tutorial

Cost of predictive dialing systems, factors to consider in deciding which predictive dialer to purchase.

Predictive Dialing Questions and Answers

Factors affecting predictive dialers' performance.

Predictive Dialers - Overview

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