Predictive Dialer vs Auto Dialer [Which is better in 2019?]

 

Do you want to increase your talk time by 200-300% without decreasing your productivity?

Then switch over to Predictive Dialers to enhance your customer experience by eradicating loss in service.

There are two widely used Phone Dialers in the market:
1) Auto Dialers
2) Predictive Dialers

Among many Phone Dialers, Auto Dialers is an oldest among them. With the advancement of technology more features were added into the auto dialer to make it more productive and efficient.

So now the question arises,” What is a Predictive Dialer?“.

It is an Outbound calling dialer system which automatically dials from a predefined list of contact numbers. You can say it as an “advanced Auto Dialer” as it filters out dead phone numbers, voice mails, busy signals, etc.

Auto Dialer vs Predictive Dialer is the longest going on debate to find out the better dialer system.

So, lets compare these two and find out the right kind of dialer for you.

 

Predictive Dialer vs Auto Dialer

Agent’s Productivity:

Auto Dialer doesn’t consider agents availability whereas Predictive Dialer uses the realtime analysis and predict when the human agents will be available to make the next call.

Agent’s Scalability:

Predictive Dialer can dial multiple numbers at the same time which is a major advantage over auto dialer as it decreases the agents Ideal time.

Additional Features:

Some of the extra features available to you in Predictive Dialer are: algorithm based dialing, time management, real-time analytics report, etc.

Now that you have an basic idea about the Dialers, let’s have a feature-wise comparison for them.

To make you better understand the difference between and Predictive Dialer and Auto Dialer have a look at the following chart:

Predictive Dialer	Auto Dialer
Dials Multiple contacts at a time.	Dials single contact at a time.
It can make about 150 calls per hour.	It can make about 60-70 calls per hour.
Boost call efficiency.	Increase customer satisfaction.
Algorithm based dialing.	No algorithm is used.
Seamless Lead Management.	No Lead management.
Overall productivity is low.	Overall productivity is very high.

 

How do Predictive Dialers work?

• It uses a complex algorithm that predicts the exact time at which the agent is free and automatically dials another number on agents behalf.
• It also speeds up and slows down the dialing rate accordingly. This process has little-to-no downtime which saves a lot of time of agents and telemarketers.

The only disadvantage it has is that the focus of predictive dialers is more on increasing call frequency therefore sometimes excellent customer experience is not achieved. There is no time available for research between dials.

Why do you need a Cloud-based Predictive Dialer for your business?

Cloud Predictive Dialers give agents more time with live prospects. It helps you to contact a large number of leads quickly. Skill-based mapping gets calls to the right agent, it eliminates call-waiting and increases call accuracy. 

Cloud-based Dialers have the best integration features and offers latest call management services like real-time analytics and reports, audio-based survey, automatic call distribution, 24*7 email support and many more.

 

What are the applications of Predictive Dialers?

• If you are running a call center, it is essential that you have a Predictive Dialer. As your customers are expecting a valuable service in the least time possible.
• Lead qualifying agents also use it to maximize qualified leads in outbound lead prospecting.
• Predictive Dialers are also used in market research, telemarketing and customer service.

Your customers look out for reliable service in the fastest way possible. Medium and large-sized enterprises prefer Predictive over Auto dialers. In a nutshell, it depends upon the requirements of your business that which dialer will work best for you.

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