Manual Dialing vs Predictive Dialing

In call centers operators have to call a bunch of people. When agents dial numbers manually, they spend considerable time on the following actions:

• reviewing paper records or computer terminal screens;

• selecting the person to be called;

• finding the phone number;

• dialing the number;

• listening to rings;

• listening to phone company intercepts, busy signals and answering machines;

• updating the records after each call.

• if the customer doesn't answer the agent has to remember this and call the customer later.

With Manual Dialing agents spend more time trying to find a Prospect than talking. This has a negative impact on transactions by number and revenue, and contributes to agent frustration and burn out.

Predictive Dialing is the most efficient form of outbound calling. The basis for it is the incorporation of:

• a doubling (or more) of the phone lines;

• a dialing algorithm that anticipates when an agent will be available;

• a call processor that attempts to have a call ready to pass to an available agent.

With Predictive Dialing agents spend more time talking to people, rather than manually dialing numbers, waiting for calls to go through, or hanging up on busy signals and answering machines.

A disadvantage of Predictive Dialers is that the calls come to the agents without any effort. When the agents manually dial trying to find someone at home, they typically work much harder to “close” a deal. When Prospects are presented to them consecutively, agents make little or no effort on the difficult calls. Evidently this is a training and management issue.


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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