Types of predictive dialler and their applications
If you have been reading about Daviker’s TouchStar Predictive Dialler, you may have seen mention of Power, Predictive, Progressive and Preview dialling – but what are these?
They are four types of outbound call, and each has slightly different applications in a typical outbound call centre, as well as its own advantages for businesses of certain sizes.
Power dialling is a very general term with plenty of crossover with Progressive dialling, as we will see below.
It typically relates to placing large numbers of calls with automated dialling; agents are simply connected to a call recipient for as long as they are available and logged into the system.
This method in particular is focused on ensuring agent availability at the time that the call is placed, rather than risking placing too many calls for the number of operators – as can happen with Predictive dialling.
Predictive dialling estimates the availability of call operators at any given time, and places new calls accordingly.
The system may place more calls than it would actually be possible to handle – working on the assumption that some will go unanswered, or will redirect to voicemail.
As a result, your call operators spend closer to 100% of their time actively handling calls, rather than simply waiting for an answering machine.
As mentioned above, Progressive and Power dialling are terms that are often used interchangeably.
It can also be used as a follow-up to Predictive dialling, so that anyone who was incorrectly called when an operator was unavailable to speak to them can be contacted once again, this time with the knowledge that a call centre agent will definitely be available at the time.
Finally, Preview dialling once again ensures that your call centre agents do not have to manually dial the recipient’s number; however, it gives them a certain degree of control over when to place the call.
The system can provide them with the known information about each planned call recipient, allowing experienced call operators to adjust their strategy when speaking to the individual.
Records of past calls can also be accessed, so it is possible to see strategies that have worked – or failed – in the past.
In some cases, this approach can also make sure that the call is placed by an operator with the specific necessary skills that are expected to be needed in order to get a positive result.