Predictive Dialer Software: it's a killer application

Developments in predictive dialer software over recent years have made the technology readily accessible to businesses of all size. In the past the only predictive dialers worth investing in were hardware based options. They were typically all in one packages that included: dialer, PBX, agent seats and headsets. Their high cost made the use of predictive dialers something that only large corporations could justify.

Performance issues with predictive dialer software are much less common than they were. It's a consequence of improved algorithms and faster servers. As soft dialers are substantially less expensive and performance is no longer an issue they are now a more popular option.

Soft dialers are less expensive than hard dialers for a number of reasons:

(1) Soft dialers can usually be mixed and matched with existing PBXs and other in-bound call center technology including seats, headsets and telephones.

(2) Predictive dialer software is typically either Windows or Linux based, which means there's no requirement to pay a premium for proprietary hardware and associated support.

(3) Increased competition and emergence of new business models including the hosted predictive dialer and virtual predictive dialer options.

(4) Open source predictive dialer software offerings. These include GnuDialer, Asterisk Dialer, SineDialer, CallFire and ShadyDial. They are especially popular with users of the Asterisk phone system.

Key Features of Predictive Dialer Software

Productivity - there's far more to maximizing productivity than just dialing enormous volumes of numbers in a short period of time. The software must have the ability to balance driving a dialer with constraints including: agent numbers, agent availability, average rings before an answer, average length of calls, percentage of answering machines ... The ability to achieve this balance is a function of both computer processing power and the sophistication of the algorithm employed. Because these variables are dynamic the software must be heuristic or capable of learning as it goes and then adjusting call volumes accordingly.

Predictive software must also provide the ability to establish and maintain a pacing goal. This requirement maybe achieved through features including call progress analysis combined with giving agents a degree of control over modes of dialing. The most common of these are preview and progressive modes. They allow the agent to view a record before it is called and may give them some control over dialing.

Over and above the ability to perform outbound calls at an acceptable rate the most essential feature that all predictive dialers must address is compliance management. Failure to comply with legal requirements associated with the use of the technology is an absolute show stopper. In the U.S. millions of dollars in fines are incurred annually for non-compliance.

Depending on the jurisdiction, compliance requirements may include:

1. DNC (Do not call) register compliance.
2. Silent calls - in situations where an agent is unavailable to speak within 2 seconds of a call being answered, it's a requirement that a recorded message is played that provides the name and number of the party who commissioned the call.
3. Abandoned calls must be less than a prescribed percentage of all calls, typically 2 - 3%.
4. Requirement to send the caller ID of an actual number.
5. Logs of all calls must be maintained as proof of compliance.

A predictive dialer system must also interface and integrate with other business software applications. These include VoIP PBX systems, but also CRM software, database packages and ACD tools. Consequently appropriate open interfaces and APIs are required.

Many call centers operate in both in-bound and out-bound modes. Managing a balance between them is a challenge that can dramatically impair productivity if not handled well. Predictive dialers are often required to provide call blending functionality that dynamically maintains a balance within specified parameters.

Predictive dialers are also required to monitor and report on call center metrics. The dialer effectively fulfills the role of a call center management system .

Multi-site call centers and work from home call centers are increasingly common and the trend will continue for a range of compelling reasons associated with cost effectiveness and lifestyle trends. These developments were made possible by the marriage of VoIP PBX software, VoIP recording software and predictive dialer software.

Predictive dialers are vital to the operation of call centers. The software that drives them will be continue to be refined both to increase productivity and to comply with changing legislation.

Free PBX Software - open source solutions

CRM Tools
By employing the right CRM tools an organization can refine the data that drives predictive dialer software and related customer acquisition - retention technology.

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