Benchmarking Your Predictive Dialer

December, 2009

Hands up who’s bought a predictive dialer on the basis of a manufacturer’s claims, without getting independent verification of performance. This can mean big trouble, if compliant predictive dialing is required.

Hands up who’s bought a predictive dialer (a.k.a. auto dialer, phone dialer) on the basis of a manufacturer’s claims, without getting independent verification of performance. OK, some of you are reluctant to own up, but you would be surprised what good company you are in. And we’d be the first to admit that we have customers who buy without always asking. But verification of predictive dialer performance is something that customers are entitled to demand. If they don’t, then this can mean big trouble, if compliant predictive dialing is required.

So how can evidence of effective performance be achieved?

  1. One way is to set up a trial between different predictive dialers and compare the outcomes. A lot of care needs to be taken to ensure a level playing field, but it can be done. The result won’t tell you much about the effectiveness of either predictive dialer, just that one gives more talk time per hour than the other.
  2. The next thing you can do is really simple: insist on running a campaign in progressive dialing and then predictive dialing mode. All predictive dialers can allow this (think twice about buying, if you are told that one can’t). What you will then get is an absolute measure of the “predictive gain”. If you are working under compliance you may get a shock at how small this difference is in the case of many predictive dialers, which is why you rarely see this test discussed!

Some pitfalls to be aware of:

  1. Don’t be beguiled at any predictive dialer benchmarks in the public domain, or provided by any ‘testing authorities’. There are none that tell you how good predictive dialer performance is, especially under compliance. (N.B. We’d love to be proved wrong on this, but it won’t happen any time soon.)
  2. Watch out too for a whole lot of mumbo jumbo about predictive dialer design. Even the most intelligent user (or consultant) is hard-pressed to pick his way through the competing design claims made by different vendors. It is of course flattering to have a vendor share the black magic of his predictive dialer design with you; a bit like having Stephen Hawking discuss the creation of the universe with you! You don’t really understand it but are flattered that he shared his views with you and are naturally predisposed to believe him because of his apparent knowledge and passion for the subject! But it’s no substitute for doing the kind of benchmarking we mentioned above.
  3. And beware the ‘killer’ reference visit. No customer that you ever meet will confess to having spent his money unwisely, and you can be sure that any performance you see will be difficult (often impossible) to relate to your own circumstances.

What We Offer

Sytel Limited develops and supplies Softdial Contact Center® (SCC), offering multimedia, multichannel, fully blended cloud contact center solutions, for quick and easy deployment by partners offering CCaaS or enterprise users. All Sytel cloud components are secure, resilient and scale seamlessly from 10 agents to 10,000+, whether local, mobile or remote.

Flexible Contact Center Platform

Flexible Contact Center Platform

Softdial Contact Center™ - tightly integrated modules, designed to deliver at scale

Contact Center as a Service (CCaaS)

Contact Center as a Service (CCaaS)

Partners can run a functionally rich and flexible contact center stack in the cloud

Blended Media Desktop

Blended Media Desktop

Fully customisable, multi-channel, multi-session workspace

Work Anywhere

Work Anywhere

Browser-based tools, no software installation required

Cloud Or On-Premise, Multi-Tenant

Cloud Or On-Premise, Multi-Tenant

Scalable, resilient, secure, proven

Customise, Localise, White Label

Customise, Localise, White Label

Design all user interfaces to individual requirements

Integration Via APIs

Integration Via APIs

'Swap out' components and integrate with 3rd party apps

World Class Development

World Class Development

Continuous evolution pushing technical boundaries

Capabilities

Softdial Contact Center™ (SCC) is designed to be flexible, extensible and scalable, integrating with any legacy equipment, and meeting the most complex of requirements.

All Media Types

All Media Types

Voice, chat, email, social, etc - fully integrated and blended

Agent Multi-Tasking

Agent Multi-Tasking

Work with multiple live contact sessions of any media type

Dynamic Workforce Management

Dynamic Workforce Management

Automated, ‘best available’ decisions to manage agents and balance work load, across all media types

Predictive Dialing

Predictive Dialing

Best-of-breed performance under compliance

Optimised Inbound Routing

Optimised Inbound Routing

Smart rules and 'best-available' decisions to drive great customer service

Agent Scripts

Agent Scripts

Help agents achieve and maintain excellence

Voice and Screen Recording

Voice and Screen Recording

See and hear exactly how agents are interacting

Analytics and Data Feeds

Analytics and Data Feeds

Measure and evaluate performance at every level

IVR, Bots & Conversational AI

IVR, Bots & Conversational AI

Design effective automated flows or integrate with 3rd party providers

Customer Journey Tracking

Customer Journey Tracking

Stored customer contact history, to aid routing and add context to conversations

Modules

A complete suite of tools, with unique flexibility to extend and swap out modules to deliver a tailored contact center solution for any environment.

Softdial One™

Softdial One™

Highly flexible unified web UI for agents, supervisors and administrators

Softdial Scripter™

Softdial Scripter™

Create complex process flow scripts for agents, IVR, chatbots and other applications

Sytel AI Dialer™

Sytel AI Dialer™

Best-of-breed predictive dialing under any compliance rules

Softdial Pathfinder™

Softdial Pathfinder™

Precise routing rules for 'best available' connection

Softdial Media Server™

Softdial Media Server™

Core telephony functions to manage all inbound/ outbound SIP calls

Softdial Reporter™ 5

Softdial Reporter™ 5

Fully customisable performance stats, charts and reports, across all channels

Softdial Publisher™

Softdial Publisher™

Comprehensive data output to build your own reports

Softdial Recording Monitor™

Softdial Recording Monitor™

Audio and screen recording of agent activity to ensure the highest standards

Softdial Campaign Manager™

Softdial Campaign Manager™

Comprehensive configuration and control for outbound campaigns

Softdial Repository™

Softdial Repository™

Central storage and configuration of common resources

Sytel Global Compliance™

Sytel Global Compliance™

Flexible 'no contact' rules to protect contact center and consumer

Markets

Performance and efficiency for a wide range of business applications

Customer Service

Customer Service

Connect quickly to well equipped agents

Sales & Telemarketing

Sales & Telemarketing

Maximise agent productivity with best-of-breed predictive dialing

Healthcare

Healthcare

Secure, highly-configurable multichannel communications for excellence in patient care

Market Research

Market Research

Best-of-breed predictive dialing with CATI integration

Collections

Collections

Automated inbound/ outbound blending integrated with any debt management app