Predictive or Power Dialers?
A couple decades ago, anybody who had a career in sales had to dial a long list of prospects on their landphones.
At the end of the day, the office was filled with sore fingers, painful lobes, and a lot of wasted time. To say that the process of calling prospects tedious is an understatement.
If you told any of those pros that you can call hundreds of prospects without a single dial, you’d be met with bewilderment.
But as anybody with a sales career today will tell you, this is how we do it now.
Calling prospects have become much more efficient because of technology. You can reach a lot more contacts per hour, you can organize the way you call prospects, the unnecessary effort and fatigue resulted from all this calling is done without.
Definitely a game changer. More calls=More sales.
We call it soft-dialing. Sales processes are streamlined with the use of computers and dialing is done through the computer as well.
There are two major options when it comes to dialing technologies: Power Dialers and Predictive Dialers.
To maximize the benefits of soft-dialing, you need to choose the right one for your operations.
In this post, we will point out the differences of the power dialer and the rapid dialer. Hopefully, at the end of this article, you’ll have a better idea what each one does and which one is the better pick for your processes.
Also known as a Rapid Dialer, a Power Dialer dials a contact number instantly after a call is finished. From a contact list, the power dialer makes sure that you don’t waste time looking for numbers to contact as you’re making a call. When a number is unattended, busy or disconnected, the power dialer instantly moves to the next contact.
When a contact picks ups, the power dialer automatically connects them to the agent. If the power dialer is integrated with your CTI, the information history of the contact or prospect will be displayed to the agent.
Predictive Dialers calls contact lists a few contacts at the same time while reps wait for a good connection. This automated dialing system enables large contact centers to dramatically increase the number of live connections. Predictive dialers ensure that agents’ air time is used only for calls that are actually answered by a live person. This frees up agents from listening to unanswered calls, busy lines, disconnected phones, or fax machines and other automated responses.
Using algorithms or mathematical formulas, predictive dialers predict the average time it takes for calls to be answered and pairs that with information on when agents are likely to be available. Then, it adjusts the connections accordingly. A predictive dialer “anticipates” agent availability and adjusts the dialing rate according to that.
While both dialers help agents with their productivity and efficiency, they are different in a lot of aspects. Depending on your operations, getting a particular dialer-type will make more sense.
In this post, we will take a look at the differences between the two dialers.
Ready? Let’s go,
Live person delay
Dead calls? Have you ever picked up a call only to find no person on the other line no matter how many hellos? Or have you had to say hello a few times before someone starts to speak? People pick up phones in anticipation that another person is there. People pick up phones right away so the other person won’t wait! If you make the person picking up wait, you’re sure to get that person hang up or at least not be in a good mood!
This is one of the downsides of using a Predictive Dialer. Because it uses an algorithm to predict the availability of a live connection, the agent might not be able to respond immediately. That awkward pause is the delay that can make or break a call.
For Power Dialers, an agent is always there to take the phone call when a person picks up. They get to catch whatever the live person will say once they pick up, unlike predictive dialers where the agent might not catch the “Hello” causing a delay in response.
Legal issues and call drops
Get this: It’s illegal in the USA to have more than 3% dropped calls!
It is a bit more possible to get fined through predictive dialers because, sometimes, the algorithm can get it wrong. The fines are not small either! At $16,000 per violation, it’s definitely something that can hurt a business.
Since predictive dialers dial out multiple numbers at the same time meaning there should always be enough agents to service a call when the dialer gets multiple live connections. It is ideal for an enterprise level contact center.
Contact centers have long contact lists and agents are bound to get voice mails when you’re manually dialing out. For automated dialers of both kinds, there is a distinct experience depending on which one you use.
For predictive dialers, calls to leads with answering machines are dropped so the machine can move to the next number. Some power dialers allow agents to pick up on calls with automated voice messages on the other line. This is so they can still leave a message for that lead which can also work.
Predictive dialers use algorithms to make sure that agents are always on air as long as they’re on their work time. It paces calls using statistics they gather from their operations. Depending on the quality of your list, power dialers may not bring the same result when it comes to efficiency as they dial and line up each number to a live agent.
For both dialer types, it is absolutely essential to use a Computer-Telephony Integration (CTI). With a CTI, when a prospect in with an agent during a live call, the software will automatically retrieve relevant data and history about the lead and display it in the agent’s screen. CTIs like Tenfold make calling out more efficient for the teams. This streamlined approach makes sure that the leads are warmed up–pertinent data is shown so agents will always have an idea who is on the other line and can fine-tune their approach based on this information.
Depending on your operation’s size, nature and other factors, there is a type of dialer that will fit your needs. There is no reason to stick to manual dialing these days.
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