What is a Predictive Dialer? Benefits, Features, Limitations, and Top Providers

A predictive dialer is a type of auto-dialer that automatically calls many consumers simultaneously and connects them to the available agents when answered. It is highly effective for firms that have to place hundreds of calls each day, such as call centers and a company’s sales/marketing team.

Power, progressive, and preview dialers are other well-known auto-dialing software.

As stated earlier, a predictive dialer is software that is automated to call multiple users at the same time. Initially, it predicts the number of available agents and calculates the number of calls.

Then, it models the probability of calls, like necessary call attempts, average call/talk handle time, abandonment rate, how many were sent to voicemails, and others, alongside the time taken by a real person to answer the call and creates a pacing algorithm.

As the designated staff accomplishes business goals, the power dialer’s AI analyzes and rebuilds its predictive model in real-time. So, it learns when the call is about to complete, makes yet another round of calls, and connects the caller with the agent if answered, virtually leaving zero idle time.

A modern predictive dialer has tons of features, such as a pacing algorithm, call monitoring and recording, analytics and reporting, CRM (Customer Relationship Management) integration, and more.
 

• Pacing Algorithm: Predicts the number of agents to determine how many calls are to be placed while adapting to real-time factors such as call abandonment rate, call duration, and necessary attempts, among others.
• Call Monitoring: Monitors outgoing calls for an in-depth review and to know about their quality.
• Call Recording: Records calls for future usage so you can learn how the agents perform and decide whether they need any training.
• Call Analytics and Report: Gets real-time call reports and analytics to make changes at the same time or later.
• CRM Integration: Seamlessly integrates with CRM tools like SalesForce, HubSpot, Zendesk, etc., for better management.
• AMD (Answering Machine Detection)/Voicemail Detection: Differentiates if a call was picked up by a real human or an answering machine.
• Awareness of Time Zone: Knows the right time to call depending on times and locations.
• Local Presence Caller ID: Projects a local telephone area code for your number to increase response rates.
• Compliance Management: Doesn’t call numbers that are registered in the Do Not Call registry.

A predictive dialer possesses numerous benefits, from increasing employers' productivity and being cost-efficient to boosting conversion and sales rates.

A predictive dialer is automated to call clients, and agents can direct their saved time towards productivity, which formerly was spent manually dialing numbers. Plus, it reduces employees' idle time and after-call-work and increases talk time as they directly converse with customers as soon as they handle the phone.

As mentioned above, a predictive dialer is meant to make multiple calls at once. If you have made a list of callers to attend to for a day, you can easily achieve it, considering predictive dialing reaches out simultaneously and only connects agents when picked by a living human.

Let’s say you have 5 agents who handle 20 calls per day on average. After putting predictive dialing into practice, the number of calls can increase as the agents do not have to spend time waiting for the call to be picked up. It helps your firm get a high return on investment as employers are busy closing deals, boosting conversion and sales rates rather than with trivial matters.

Do not be mistaken to think predictive dialing is only for the sales team. It can also be a beneficial addition to the customer service department. For example, a bank and a company with products can implement predictive dialers to notify loan borrowers and users of any upgrade, respectively.

One of the main issues of a predictive dialer is that it can lead your employees to exhaustion. Knowing how quickly it places a call, staff may not even have the time to breathe.

Like how not everything is perfect, a predictive dialer’s algorithm can also have issues. If it calls clients untimely and they have to wait for a certain amount of time, it can lead to call abandonment, leaving a bad user experience.

More importantly, you can not expect a wonderful result as soon as you implement the predictive dialer because many might not be habituated to how the system works and may take time to adapt to it.

Nevertheless, here are some solutions to the challenges mentioned above. Firstly, ask your provider to create a pacing algorithm that allows your employees to catch a break between calls. Then, review your formula every few days to ensure it is working well and making timely calls. Also, guide the people reviewing it to get the most out of it.

Here is a list of some of the top providers with predictive dialing

Having in-built integrations with top CRM tools, such as Salesforce, Zapier, Slack, and HubSpot, CallTools claims to boost productivity by 500%. Amazingly, its 5-star reviews on Trustpilot say everything about its reliability.

CallTools’ predictive dialer allows agents to work from anywhere, regardless of location. It also offers call recording, and you can track real-time metrics like call duration, disposition, and how many calls your employee took.

With core values like putting customers first and persistence in solving problems, Convoso has been providing services since 2006. It is a top contact center software provider with Voso.ai (conversational AI and SMS technology, mostly for sales).

Convoso’s advanced features, like answering machine detection, customizable dashboards, automatic call distribution, skills-based routing, and more, make it a great solution.

Voicent’s main aim is to make running a business as easy as clicking a mouse. Since launching its initial product, Voicent Gateway 1.0, in October 2003, the firm has come a long way.

With a $29 monthly fee per user, you can enjoy the perks of a predictive dialer and take advantage of built-in CRM with auto tracking, user-friendly interface and design, whisper coaching, call recording, dynamic call scripts, and more.

RingCentral Engage Voice’s predictive dialer is one of the best in the market, as the company has been recognized by big names like PC Magazine, Synergy, and Forbes.

From offering voice broadcasts to answering machine detection and local presence caller ID, one can even request a demo by providing the necessary details.

Receiving 2024’s Easiest To Use, Momentum Leader, and Users Most Likely To Recommend awards from G2, CallHub amplifies causes with robust digital organizing tools. Thanks to its SOC2 certification, GDPR, and IS0 1 2007 compliance, CallHub is a secured platform.

Power Dialer, Robo Dialer, and FastClick Dialer are other powerful dialers CallHub offers.

A predictive dialer is simply an advanced tool developed over the years to easily make a large number of calls. Not only is it fruitful for companies as it increases outgoing calls, but also it is equally important for employees as it helps boost their productivity.

As aforementioned, a predictive dialer has many features, such as call recording, monitoring, analyzing, automatic call distribution, and more, which can even be found in an auto dialer. So, sign up with Calilio today, subscribe to one of its packages, and benefit from it.

Yes, predictive dialers are legal. However, it should be in compliance with the Telephone Consumer Protection Act.

Its price depends on the service provider and features. For example, Voicent offers it at $29 per user/month, which varies from other providers.