Manual Dialing vs. Predictive Dialing: What You Need to Know?

Swati
Swati
Jun 15, 2018 · 5 min read
Source: Dilbert Comic Strip (18th Feb 2001). http://dilbert.com/strip/2001-02-18

Don’t worry!Call center agents do not do this usually (or maybe they do but we might not know😉).

Jokes apart, thanks to advancements in call center technology, some tools can now exponentially increase the calling-efficiency and reduce agent idle time. One of the examples of most advanced call center technology is a Predictive Dialer. But before understanding how a Predictive dialer is better than other outbound dialers, let’s start with what a dialer is and what is its significance in the call center industry.

Does Dialer Only Dial?

As you might have already guessed by now, a Dialer (Dial-er) is software that ‘dials’. It is the (first) medium to establish connections with prospective customers in an outbound call center. It can be used to make and receive calls.

Every call center manager, unequivocally, agrees that dialers lie at the core of call center operations. It is meant for communicating with the customers. Hence, the performance, efficiency, and ROI of a call center directly depend upon the dialer-type and its capabilities.

If you are unable to think of a way to reduce the time on call in real scenarios, and you are using manual dialing, then you will benefit from something called as Predictive Dialer. A predictive dialer can exponentially improve agents’ productivity by reducing their idle time. Let’s us study how predictive dialing is better than manual dialing and what are the other fundamental differences between them.

Manual Dialing

Definition

With a manual dialer, agents dial a number either from a pre-loaded list or by typing with a keypad. Agents then need to wait for the call to connect which can be either busy, wrong, or reach answering machine. Since manual dialing doesn’t have the scope of filtering these calls, hence it is the least efficient way of outbound calling.

Advantages

Disadvantages

Since manual dialers are agent-driven, hence, they are prone to inconsistent performance. There is vast room for errors and lags due to human involvement. Call centers need to depend upon the agents’ discretion to get efficient calling performance. Also, since it is human intensive, it leads to higher cost related to staffing and training. The data and information manually entered by agents are prone to duplicates and errors.

Applications

Predictive Dialing

Definition

Advantages

A predictive dialer delivers better performance than a manual dialer in two ways. Firstly, it helps in significantly amplifying the number of live connections and time on call. Secondly, it reduces the waiting time of the agent by dialing the next number even before the previous call has ended and filtering out the non-connected calls. As against a manual dialer, a predictive dialer makes more calls and reduces the idle time of agents considerably. Call centers can utilize the benefits of time-zone calling too via predictive dialing.

Disadvantages

Applications

Feature-wise Comparison

*Source: Predictive dialer — Wikipedia https://en.wikipedia.org/wiki/Predictive_dialer

Conclusion

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