Effectiveness and Efficiency of Predictive Dialers

The effectiveness of a Predictive Dialer depends on

• the sophistication of its pacing algorithm;

• the number of workstations;

• the length of the average call.

Sometimes live calls are made when no agents are available, leading to call abandonment. Usually the supervisor controls the rate of abandonment. A Predictive Dialer can difficultly be effective with a small number of workstations or with calls of long duration.

Efficiency is achieved by minimizing the non-productive time of the agents. The agents are the most expensive contact center resource. Ensuring their time is well-spent is vital to success. Eliminating manual tasks significantly reduces non-productive time. In many call centers, after terminating a call, the agent spends time transferring hand written notes from the conversation into a computer or onto a form. During this operation they are unavailable.

Predictive dialers can increase productivity with more than 100 %. The average conversation time in a typical manual outbound call center is 20 - 30 minutes out of an hour. With a predictive dialer the talk times vary between 45 and 50 minutes (Database System Corp.: Predictive Dialers and Predictive Dialing). This allows call centers to considerably reduce the number of agents, while handling the same call volume, or handle more calls per day with the same staff.

 

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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