The intelligent powerhouse dialer mode for large sales teams
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Predictive dialer software – What is it?
A predictive dialer is an automatic, AI-powered dialer mode that maximizes the efficiency of outbound calling agents. It uses various algorithms to analyze call metrics, such as the average call duration or the average number of dials it takes to make a connection. It then predicts agent availability and determines how many calls it can make to support an optimal environment for closing deals.
With a predictive dialer, your call center will always have more lines open than there are free agents. You can, however, set an abandon rate that limits the rate of contacts that are reached without an agent available.
A predictive dialer usually has built-in features that detect answering machines, busy signals, voicemails and unanswered calls.
Optimally, it ensures that as soon as your agents finish their call, they are connected to a new one – without the customer having to wait.
What are the benefits of using a predictive dialer software?
The biggest benefit of using a predictive dialer software is efficiency. It aggressively optimizes agent efficiency by maximizing the number of calls and minimizing idle time.
A predictive dialer continuously analyzes the status of the call center. Instead of only looking at the current number of available agents, it also accurately predicts when agents are becoming available. The predictions are based on numerous metrics, which makes the process accurate.
Your agents don’t have to dial or wait for the customers to pick up. The dialer provides them with active contacts immediately after wrapping up the previous call.
Who benefits from using a predictive dialer?
A predictive dialer truly showcases its strength in large campaigns with over 15 agents. For small and medium-sized teams, using it isn’t advised, since the agent pool isn’t large enough to ensure a smooth and fast contact with a free agent. As small teams provide little data, the algorithm might have difficulties estimating when the agent becomes available and when to dial the next customer.
A predictive dialer is best-suited for low to medium-quality contact lists that emphasize quantity over quality. For existing customers or high-quality contacts it might be better to use a dialer mode that ensures customer contact from the first second and allows your agents to prepare before the call.
How does LeadDesk stand out?
LeadDesk solutions use our own, ultra-strong call infrastructure Contact Center as a Service platform, which guarantees high-quality audio and 99.95% uptime. Reliability combined with our AI driven algorithm ensures your sales team gets the highest efficiency possible.Try for free
Automatic dialer vs. predictive dialer
An automatic dialer is a good choice for existing customers or medium to high-quality contacts, as it improves efficiency without sacrificing customer satisfaction. It waits until the agent has finished with the previous call before automatically dialing the next number. This way you get decent agent productivity with no risk of the customer picking up with no agent free.
Power dialer vs. predictive dialer
A power dialer and predictive dialer are similar in that they both keep more lines open than there are available agents. But instead of using AI, a power dialer has a pre-defined calls-to-agent ratio that determines the pace of dialing. The more rigid approach of the power dialer makes it harder to adjust, as campaign and call center situations can rapidly change. This creates situations where you might risk calling too many or too few customers. As a result, either abandon rate or agent efficiency might suffer.
5 tips to make the most of a predictive dialer
Integrate with CRM to reach the right contacts
A good way to secure that you’re targeting the right people with your predictive dialer campaign is to use a contact center software that allows you to extract contact lists and data straight from your CRM. This way the algorithm can use your existing data to optimize the dialing process. Try LeadDesk for free.
Use analytics to validate your choices
Continuous analysis ensures that you have picked the right dialer mode for your campaign. If agent performance, campaign activity and sales reports indicate that results aren’t up to the standard you expected, maybe another dialer mode could do the trick.
Predictive dialers are strictly regulated in many countries. You should thus always pay attention to local guidelines that govern certain metrics, such as abandon rate. LeadDesk is always locally compliant – Try it for free!
Voicemail detection improves efficiency
To maximize efficiency, your agents should talk to contacts live. Outbound sales pitches delivered in voicemail rarely tempt people to call back. A quality predictive dialer lets you drop the calls that go into voicemail and call them back at a better time.
Use for low to medium-quality leads
A predictive dialer is not a tool for making your existing customers feel valued. Even with the best voicemail detection systems, there will be abandoned calls when there actually is a person on the line. You should use the dialer mode for large campaigns that focus predominantly on efficiency and allow the algorithm to learn and improve.
Predictive Dialer pricing
The Predictive Dialer feature is available for LeadDesk’s Essential, Advanced and Enterprise licenses. Prices for LeadDesk Essential start at 99€/month/user. Learn more about our pricing.
Predictive Dialer FAQ
How do I set up a Predictive Dialer?
Does Predictive Dialer require extensive training?
No. Predictive dialer is an easy-to-use dialer mode that doesn’t require specific agent training.
I operate a small contact center. Should I use Predictive Dialer?
Predictive Dialer is at its most effective for large teams. The minimum number of agents for campaigns is 7, but the more agents there are, the more effective the software becomes.
There are so many dialer modes. How do I know which one to use?
We hear you. LeadDesk is versatile, but each feature has its own purpose. You can learn the basics about dialer modes in our Total Guide to Contact Center Dialer Modes.