In the past decade great advancements in technology have been made in almost every sector. Most of our work has been reduced and results improved by the help of automation. A lot of our business now a days takes place on the phone whether it’s for customer care and support or telemarketing. Call centers are amongst those have been reaping the fruits of advancement in the field of communication. The amount of calls made through call centers are large in numbers whether it is to provide customer service or advertise and support a campaign. One feature that is crucial for an industry like call centers is the ability to quick dial and to aid in this, there are many different types of dialers that can perform this sort of quick dialing. From these dialers, one that has recently stood out a lot is the predictive dialer. In the simplest terms, predictive dialers are call processing system that has many unique features that enables a call to be made before a call center agent is even available, screening any call that is answered by an answering machine or a busy line and only transfers the calls that are answered by a real life human. Each of these dialers is incorporated with a scripting tool, IVR and CTI. This is an essential tool for increasing the useful time per hour of the employees.
To understand the advantages of a predictive dialer, you first need to understand how it works. A predictive dialer uses a complex algorithm to select a random number to call and also to better utilize the capacity with which it calls, the predictive dialer calls according to time zones and even avoids numbers listed in the ‘do not call lists’. The main purpose of a predictive dialer is to connect a call center agent to a new client as soon as he is done with is current client, this helps avoid wasting of time and increases the employee’s and company’s efficiency. Essentially there are three type of predictive dialers available in the market, all with their own purpose. They are: VoIP predictive dialers, hosted predictive dialer and web based predictive dialer.
Amongst these predictive dialers, VoIP Predictive Dialer is the more commonly used one. This is also known as a soft dialer. What this sort of dialer does is that it uses the VoIP call service to make calls. The VoIP predictive dialer has a unique range of features such as automatic SMS, emails, fax and even recycling of call files. With features such as real time call monitoring, this provides the best way to increase efficiency making it a highly values asset. For this sort of setup, you do not need any equipment other than a computer and broadband internet connection. In fact, with all the advancements in technology, software based predictive dialers actually work much better then hardware based predictive dialer due to the flexibility and possibilities with coding a software. Other than a computer and an internet connection, one might also need a telephone voice board or a voice modem. Generally, the voice board has many more features then the voice modem but due to advancements in technology, most of the extra voice board features are now available in the software. This has help cut down cost and increase flexibility. Another benefit of the voice modem is that it can be used with a laptop for an autodialing system. Voice modems are easily available in the USB form.