Predictive Dialers – The Measurement that Matters Most

August, 2022

Did you ever hear the story about predictive gain? Hands up, please, those who know what it means.

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.

The kind of ‘predictive gain’ that the Sytel AI Predictive Dialer produces on a typical telemarketing campaign with 20 agents

The kind of ‘predictive gain’ that the Sytel Dialer produces on a typical telemarketing campaign with 20 agents

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.

Flexible Contact Center Software

Softdial Contact Center™ - rich functionality, all-in-one, designed to deliver at scale
  • Contact Center as a Service (CCaaS)

    CCaaS for subscribers - global service​, with no upfront costs

  • Contact Center Platform – CCaaS Partners

    Build your own CCaaS business using the power and flexibility of Sytel software

  • Contact Center Platform – Enterprise

    High performance platform to drive contact center productivity – cloud, on-premise or hybrid

Blended Media Desktop

Fully customisable, multi-channel, multi-session workspace

Work Anywhere

Browser-based tools, no software installation required

Customise, Localise, White Label

Design all user interfaces to individual requirements

Integration via APIs

‘Swap out’ components and integrate with 3rd party apps

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 Channels

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

Agent Multi-Tasking

Work with multiple live contact sessions of any media channel

Dynamic Workforce Management

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

Predictive Dialing

Best-of-breed performance under compliance

Optimised Inbound Routing

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

Agent Scripts

Help agents achieve and maintain excellence

Voice and Screen Recording

See and hear exactly how agents are interacting

Analytics and Data Feeds

Measure and evaluate performance at every level

IVR, Bots & Conversational AI

Design effective automated flows or integrate with 3rd party providers

Customer Journey Tracking

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

Modules

Drive operational efficiency, increase customer satisfaction & improve agent performance

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

Softdial Publisher™

Comprehensive data output to build your own reports

Softdial Recording Monitor™

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

Softdial Campaign Manager™

Automation to optimise any outreach strategy

Softdial Repository™

Central storage and configuration of common resources

Sytel Global Compliance™

Flexible ‘no contact’ rules to protect contact center and consumer

Solutions

Performance and efficiency for a wide range of business applications

By Business Type

Enterprise

A full featured contact center software solution, designed for optimum performance at scale

Small/ Medium Business

Options for SMBs to subscribe to our full-featured cloud service managed and hosted by either one of our partners or by Sytel themselves

By Industry

Customer Service

Connect quickly to well equipped agents

Market Research

Best-of-breed predictive dialing with CATI integration

Collections

Automated inbound/ outbound blending integrated with any debt management app

Sales & Telemarketing

Maximise agent productivity with best-of-breed predictive dialing

Healthcare

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