Almost every large company uses call center application technology with a predictive dialer for incoming calls, sales, and customer service support. But how many organizations have actually applied this application to their calling needs? Most calls go to answering machines, and some calls, such as to mobile phones, are inactive or rejected, and so on.
After all the effort agents put into calling, how productive do you think the calls made in one day really are?
But what if there were an outbound calling technology that works automatically? A predictive dialer is a system that processes and handles outbound calls automatically.
It uses a computer algorithm based on complex statistics and probability to call phone numbers entered in a database and connect the call directly to an available agent.
This process runs continuously, so there is no waiting time between calls, taking into account the number of available agents, the number of operational lines, and the average time agents spend on a call.
This software has revolutionized the customer interaction sector by increasing agent efficiency. With this system, performance gains of up to 300-350% can be achieved compared to manual calling.
Who uses this application?
This application is usually used for telemarketing, market research, debt collection, and customer service follow-up. Because a predictive dialer focuses on repetition, it is less suitable for organizations that sell high-value goods or those that want to create an excellent customer experience.
