Predictive dialers – looking under the cover
The sad truth is that many users are still buying predictive dialers without looking under the cover.
If you are a predictive dialer user, the chances are that if you are in a country like the UK or the US, your dialer was bought for reasons such as the following:-
- Your vendor told you that it was compliant with Ofcom/FTC rules
- You did a great reference visit with a customer who told you that the dialer exceeded their expectations
- Your dialer supervisor loved the interfaces and does a great job of managing it
Fill you with confidence? It shouldn’t! There is nothing here that suggests you have bought yourself a great dialer, whatsoever!
The ultimate benchmark – predictive gain
Did you ever hear the story about predictive gain? Hands up, please, those who know what it means. There’s a couple of hands at the back and the rest of you are looking bemused.
Predictive gain is the improvement in agent talk time per hour when using predictive dialing as compared to progressive dialing.
The overriding criterion for purchasing a predictive dialer is:
Can it provide significant predictive gain, under compliant dialing conditions?
If you can’t get an answer to this question, keep your money in your pocket.
Predictive gain under compliance
Let’s consider the UK. Perhaps the toughest regulatory regime in the world. How would you go about buying a dialer in the UK that won’t fall foul of Ofcom rules?
It’s not enough to be compliant. You need to be sure that you get great predictive gain as well.
Don’t expect to dial at a 3% abandoned call rate. Sure, it is in the regulations but equally Ofcom have made it very clear that this is not a safe harbour. So what to do? Minimise abandoned calls by setting the target at 1%.
What happens then? Well, all dialers should continue to work, but don’t expect much (any!) predictive gain. The only dialer that has been designed to be effective at 1% abandoned calls is the Sytel AI Dialer, with predictive gain in excess of 20 minutes per agent hour on some campaigns with low live call rates.
You’re right – it’s very hard to believe. But just imagine the savings you can bring to your bottom line with this kind of performance. Your finance director will think you’re just wonderful.
Putting it to the test
To check out how much predictive gain our dialer can achieve under your dialing conditions, just call/email us, and we will set up a Teams session to show you the dialer in action.
Oh, and feel free to include your finance director…