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Progressive Dialer Versus Predictive Dialing: Which Is Your Best Bet?

Posted by Ahmed Macklai on Oct 4, 2018 7:30:00 AM

Progressive Dialer Versus Predictive Dialing

Outbound calling is a numbers game. The more numbers that your agent style, the more contacts that they will make, the more contacts that they make, the more of your product or service they will sell. However, the goal of outbound calls can be broken down to one simple line of text.

Reach as many qualified buyers as possible.

In the old days of telemarketing, that meant either dialing with one finger on the pad and the other finger under a telephone number. For larger call centers that could afford computers, agents were parked in boiler room cubicle staring at a black and gray screen, moving from contact to contact. The ability to alter the information on the screen was very limited and consisted of relatively few options. The agent could indicate that the number had been disconnected was not an accurate number for the contact. Phone logs would print out on noisy dot-matrix machines, only to find how many calls had connected, which agent made the call, and for how long they lasted.

As computers became more sophisticated, with processors, memory, and storage that could handle multiple software applications, this basic dialing box began to have more uses than simply giving the agent someone to call. Calling modes changed with the technology, and two modes began to dominate the outbound call center marketplace. These two modes are called progressive or predictive dialing.

Progressive Dialer Versus Predictive Dialing: How are They Different?

The only way that progressive dialing and predictive dialing are similar is that they are both hosted dialing solutions. This means that the software running the dialing program either on a private server or is hosted in the cloud. Let’s look more closely at the differences between a progressive dialer versus predictive dialing.

Progressive

Predictive

The program only dials a number from the call list when an agent is available.

Predictive dialer programs are more data-driven and controlled by an algorithm that considers multiple factors before dialing a call.

Progressive dialers screen out disconnected numbers, busy signals, and voicemail/answering machine. When a live person is reached, the program connects the call to an open agent.

The predictive program uses data to determine the best time during which a customer may be called. Calling at an appropriate time increases the likelihood of the customer taking the call.

Cuts down on agent idle time and the time spent manually dialing numbers were using click-to-call.

Agents also have access to customer data and are better able to make an appropriate pitch.

Progressive dialers do not offer much in the way of customer data to agents.

Predictive dialers can offer a wealth of information to agents including customer history.

 

Progressive Dialer Versus Predictive Dialing

Pros and Cons?

The pros and cons of a progressive dialer versus predictive dialing need a breaking down, too. It might seem at first glance that predictive dialers cut down on the idle time between calls, the lag between reaching a customer and connecting the call to an agent can result in a serious number of drop-offs in the first few seconds. Any amount of wait time to an agent can ramp up frustration levels, even if they remain on the line to speak with an agent. Additionally, a predictive dialer working with insufficient data may underestimate the amount of time agent requires to complete a call and continue reaching customers who then drop off in frustration when not connected immediately to an agent. Progressive dialers they have longer wait times to connect to an agent but may be more productive than the predictive dialer as an agent must be open and available for the call to be made.

Quality versus Quantity?

There are some trade-offs that need to be acknowledged before selecting a progressive dialer versus predictive dialing.

  • Using predictive dialing will bring in more calls for your agents to handle - this is the quantity. The quality falls off when it comes to customers quitting before connection.

  • Using progressive dialing offers better call quality via the agent engaging with the customer. However, this comes at the cost of a lower call volume.

Perhaps the most effective way to manage outbound calls with a predictive dialer is to have firm control of data and apply it rigorously to whichever dialer you are using. This way, there will never be more calls waiting then there are agents to handle them or idle agents waiting for calls. Additionally, call center operators must consider call abandonment rates when setting up their dialing systems.

The FCC regulates call abandonment under the telephone consumer protection act. If an outbound call reaches a consumer, then the call must be answered by a live agent within two seconds of the completed outgoing greeting. No more than 3 percent of these calls may be abandoned over the course of the campaign or within 30 days. Compliance with these regulations is not optional, every firm that has an outbound call center – no matter how small or large - must comply with these regulations. This means working with a company experienced in outbound telemarketing software and with regulatory compliance issues.

When You’re Ready for the Best: ChaseData

Choosing between a progressive dialer versus predictive dialing programs can look like six of one and a half-dozen of another. Call Center NOW is a five-star solution, that doesn’t come with a five-star price. Your demonstration is free, and there is also a free trial period during which your agents and managers will be able to use and evaluate a fully featured call center suite. Our customers love us enough to say so in review after review. We would like to make you one of them. Get in touch today to schedule a free demonstration that has been tailored needs of your call center. From it as you as five as many as 5000 can handle any size operation, anywhere you need it. Our rapid deployment, extensive experience in the call center industry, and our cloud-hosted secure platform be there for your business.

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Topics: Predictive Dialer

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