Automatic Dialers

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Progressive Dialers

A progressive dialler removes the option of when the next call is made from your advisors. On completing the previous call (or moving from “Wrap-up” to “Go ready”) the system automatically dials the next number on the list. This removes the wait time between calls and can improve productivity significantly.

This is ideal where the calls are very similar in nature and advisors benefit from having the system automatically place the next call for them.

Predictive Dialers

With a progressive dialler calls are made as soon as the advisor is available for the call, however they may experience long ring times or answerphone, all of which wast the advisors time. Progressive dealers help to eliminate this problem.

These automated solutions will make a number of outbound calls for each available agent ‘predicting’ a percentage of those calls will not be successful, connecting live callers to the advisors as rooms as they become available.

Predictive diallers are typically used in very high volume, low margin outbound contact centres, where the efficiency of the advisors and the cost per call are paramount (second cost!)

The areas to be aware of are two-fold. As we see in TV programmes, unless managed correctly predictive diallers can over compensate and end up with more live callers than advisors. This leaves bewildered customers or prospects hanging on a dead line. To counter this, Ofcom regulations state that no more than 3% of callers can be abandoned in this way

Secondly, the effect on your advisors should be taken into account. They are not cogs in a machine. Having calls delivered to you without respite can reduce their morale and effectiveness with customers. Time should be taken to weigh up the extra gain from predictive dialling versus the negative risks on your brand and your team.

OFCOM & TPS Compliance (Telephone Preference Service Compliance)