The predictive dialer is an important element in the call center as it helps to ensure maximum productivity is achieved, and compliance is met.
For businesses, these advantages alone are enough to justify using a predictive dialer.
The predictive dialers main function is to utilize algorithms and predict agent availability as well as when a live caller has answered, and connect the two.
This brings efficiency and productivity since unanswered calls and busy or disconnected lines are avoided all together. This removes unsuccessful calls from an agents list of tasks, and puts them only in touch with live callers.
Not only do predictive dialers increase the amount of time agents have contact with actual customers, but many call centers are adopting predictive dialers as a vital means for adhering to regulations. As fines continue to increase for those not complying with laws from the Federal Trade Commission and Federal Communications Commission including Do Not Call regulations, the predictive dialer offers a way to ensure compliance is up to date, and being met.
For any business that mainly has telephone contact, the predictive dialer makes it so that the right number of calls and number of agents are matched and maximum productivity is achieved.
For more, check out the Predictive Dialer channel on TMCnet.
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Stefania Viscusi is an established writer and avid reader. To see more of her articles, please visit Stefania Viscusi’s columnist page.