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…
What We Offer
Sytel Limited develops and supplies Softdial Contact Center® (SCC) – multimedia, multichannel, fully blended cloud contact center solutions.
Available by subscription as CCaaS, fully managed and supported by Sytel, or for quick and easy deployment by partners and enterprise users.
All Sytel cloud components are secure, resilient and scale seamlessly from 10 agents to 10,000+, whether local, mobile or remote.
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Softdial Contact Center™ – rich functionality, all-in-one, designed to deliver at scale
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Work with multiple live contact sessions of any media channel
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Optimise agent usage and balance workloads in real-time without human intervention, across all media channels
Predictive Dialing
Best-of-breed performance under compliance
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Smart rules and ‘best-available’ decisions to drive great customer service
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See and hear exactly how agents are interacting
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Softdial One™
Highly flexible unified web UI for agents, supervisors and administrators
Softdial Scripter™
Create complex process flow scripts for agents, IVR, chatbots and other applications
Sytel AI Dialer™
Maximum predictive dialing performance, under any compliance rules
Softdial Pathfinder™
Precise routing rules for ‘best available’ connection
Softdial Media Server™
Core telephony functions to manage all inbound/outbound SIP calls
Softdial Reporter™ 5
Fully customisable performance stats, charts and reports, across all channels
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Comprehensive data output to build your own reports
Softdial Recording Monitor™
Audio and screen recording of agent activity to ensure the highest standards
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Automation to optimise any outreach strategy
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Central storage and configuration of common resources
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Best-of-breed predictive dialing with CATI integration
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