For those that don’t know, a dialler is a software program that automates the placing of calls connecting a business to its customers. For the most part, call centre diallers are used to manage large volumes of calls – often telemarketing related; however, they can be used to manage any type of customer outreach campaign.
Predictive style diallers, we’re designed to increase callcentre floor productivity and stop agents from carrying out unnecessary redundant work; for example, assigning the status of answer machine or dead line to a lead. These systems also improve the accuracy of dispositioning calls, as they remove the human element from the equation.
There are many types of dialler, from mobile phone based ones, to fully fledged hosted diallers, used by companies to manage entire telesales teams. The most popular types of dialler on the market, are predictive diallers and progressive ones.
What is a progressive dialler?
A predictive dialler, actively estimates the time an agent will spend both on a call, and dispositioning it. As the agent gets closer to the end of their work, the dialler will preemptively start to dial more calls in the hope the agent will be able to move seamlessly from one piece of telephone work to another.
Another feature of predictive diallers, is that is can slowly begin to learn how many calls tend to answer on average. As the dialler learns, it becomes better at placing the correct number of calls for the agents available. At some points in the day, the dialler will become quite aggressive in dialling numbers – whilst during other periods it will take its foot off the gas pedal.
The only downside to this, is that inevitably a small percentage of calls will be answered, yet have no agent to take the outgoing call. These are referred to as abandoned or dropped calls, and in many countries are a high regulated area.
What is a Progressive Dialler?
Progressive dialler, is similar to a predictive one but with one major difference. Unlike its predictive cousin, progressive diallers don’t make assumptions or learn – they simply wait for an agent to become available before placing more calls.
This doesn’t mean agents have to do anymore work though, a progressive dialler still places calls without any input from your agent – it just waits until the agent is available until it places more calls.
For this reason, progressive diallers are slightly slower than predictive ones; however, they’re great at minimising the number of dropped calls – in theory, that figure should be almost 0.
What is the efficiency difference between them?
It might seem like the predictive dialler is the way to go for sheer efficiency; however, it’s not quite so simple. Sometimes, customers will wait a short period before being placed with an agent – a period of time where some clients will actually hangup. These are referred to as inbound dropped calls.
Abandoned calls can also be a source of frustration for customers too. Much bad press has resulted from incorrect or aggressive running of predictive diallers. Many customers will actively block numbers that result in abandoned calls, and mobile phone apps such as Hiya are become commonplace.
However, most of these issues can be resolved by correctly running a predictive dialler, and ensuring your call centre management understand how the correct settings can make or break an outbound campaign.
If a predictive dialler is deployed correctly, your customers shouldn’t notice any discernible difference between a manual/progressive placed calls – and that of a predictive dialler.
What dialler should you choose for your business?
For most companies, it’s a straight up battle between the quality vs quantity of your connections. For lower end consumer products, the predictive dialler is king, and ensures an efficient and highly converting campaign.
For companies that would rather spend more time between calls, and ensure they connect with their prospects in as professionally a way as possible, the progressive dialler is perfect.
Blue Telecoms offer both these solutions, visit our Contact Page and see how we can help you deploy both of these solutions today.