Why Predictive Dialers Are So Important For Today’s Call Centers

The old way of manual dialing has gone out of the window with the introduction of hosted predictive dialers. With nothing more than a high speed internet connection and a headset for each agent, call centers can now reach their customers at a far more efficient speed than in the past.

So how does a predictive dialer work? The agent goes to a website where he/she enters their login information, is taken to a dashboard, clicks a button on the page and the dialer starts calling. They can add or recycle contacts by simply uploading an excel spreadsheet.

This has greatly eliminated the overhead of the past, which included the cost of phone lines. Additionally you can set dial rate overrides on most predictive dialers which means that you can call multiple numbers at once.

So what happens if more than one live person answers the phone at once? You set what’s called an abandon message. This would be a message such as “Hey I’m on the other line but buy my great protect at www…. Or hang on the line and I’ll be right with you.”

Another great feature of hosted dialers is the fact that you can leave pre-recorded answering machine messages with the click of the button, and while it’s leaving that message on one line, you are already talking to the next customer on another line.

Overall predictive dialer technology is a great leap forward in technology for call centers, and is something that should not be missed.

By: JoeySandoval

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