When you are generating sales or making customer relationships, a dialer is the most crucial asset (next only to agents) in a contact center. Hence, the type of the dialer deployed distinguishes your contact center from an ordinary one to a successful one. Comparing auto and predictive dialer can give you useful insights about how to improve the performance of your call center.
Auto-dialer (or automatic dialer) is an electronic device or software that automatically dials telephone numbers and expedites the dialing process. Whereas predictive dialer is an advanced version of automatic dialer that assesses the call duration of agents for predicting their availability to pick up calls. In this article, we are going to find out which of these two dialers is better for contact centers.
A predictive dialer has all the functionalities of an auto-dialer. Additionally, it predicts when an agent will be available to take the next call and connects only when there is a live person on the other side of the call. It filters out potential unsuccessful calls that include busy tones, wrong numbers, answering machines and connects only live calls to an agent. This functionality helps predictive dialer in considerably reducing the idle time of agents and increasing the active connections.
|Features||Auto Dialer||Predictive Dialer|
|Recording of Messages||Yes||Yes|
|Routing of calls||Yes||Yes|
|Agents Availability Check||No||Yes|
|Algorithm Based Dialing||No||Yes|
|Customization (based on Time & Demography)||No||Yes|
|Frequency of Call Connection||Low||Very High|
|Average Number of Calls Answered||Low||Very High|
|Overall Productivity||Low||Very High|
So in a nutshell, it can be said that if you are running a call center then having a predictive dialer is one of the essential aspects because it enhances the overall productivity many folds.