What Call Center Managers Should Know About Web-based Predictive Dialers


Apr 14, 2015

Posted In : Buzz, Call Center Solutions
Author: TCN

Predictive dialers can help call centers increase both call efficiency and the precision. A predictive dialer utilizes an algorithm to anticipate how long, on average, an agent takes to complete a call. When it predicts that an agent is free, the machine dials numbers on the agent’s behalf.

Most predictive dialers increase the efficiency of call centers by increasing the volume of calls an agent can complete during the course of a workday. These dialers can be either premise-based or cloud-based. To operate a premise-based dialer, a company must buy the hardware, maintain it, and update it when industry changes and technological innovations necessitate a system restoration.

Web-based, or hosted, solutions utilize an internet connection to give companies remote access to predictive dialer technology. A web-based solution updates automatically, and the company does not have to purchase hardware to begin using a hosted dialer.

For companies interested in web-based dialers, here is the most important information you should take into account as you investigate web-based predictive dialer options.

Cost

Web-based predictive dialers are less expensive than premise-based dialers. The hardware a company must purchase if they opt for a premise-based solution constitutes the brunt of the cost difference.

With a web-based solution, companies expend no capital up-front and can pay as they go. The software-as-a-service model allows companies to tie capital expenditures to consumption and bypass the guesswork involved in purchasing data or hardware in bulk. Over the course of five years, web-based dialers save companies more than $8,000 in set up and maintenance fees.

Set-up

Setting up a web-based predictive dialer is fast. In fact, it can be set up in a single day, regardless of how large or small your organization may be. Set up entails defining data formats, performing file transfers, recording messages and building permissions, and then setting up a group hunt. Once these tasks are completed, a web-based predictive dialer is nearly ready to run. Training agents on the new system is the final task.

Technical Considerations

A strong internet connection is necessary for a web-based predictive dialer to function effectively. For call center managers to have access to recorded calls at any time and the ability to conduct record-query searches and updates in real-time, it’s advisable that a company has immediate access to its data by storing it in a cloud. This enables call center managers to monitor the productivity (and legality) of their call centers daily.

Web-based predictive dialers are especially beneficial for businesses that perform telemarketing, market research, debt collection, and customer service follow-up.

Productivity

Web-based predictive dialers increase call center efficiency by reducing the amount of time it takes to perform a standard amount of work. Specifically, web-based dialers diminish the wait time between calls and increase the total call volume performed. They increase the right-party-contacts (RPCs) as well because an agent is not connected unless a phone is answered. As a result, agents spend more time with live people than they do on the phone dialing or in silence. Finally, because web-based predictive dialers increase the rate of RPCs, they allow companies to hire fewer agents.

Web-based dialers are affordable for companies of any size, are easy to set up, update automatically, and are efficient. If it’s time for your company to begin looking for a predictive dialer, and you have a reliable internet connection, a hosted solution is an excellent option.

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About the Author: TCN

TCN is a leading provider of cloud-based call center technology for enterprises, contact centers, BPOs, and collection agencies worldwide. Founded in 1999, TCN combines a deep understanding of the needs of call center users with a highly affordable delivery model, ensuring immediate access to robust call center technology, such as predictive dialer, IVR, call recording, and business analytics required to optimize operations and adhere to TCPA regulations. Its “always-on” cloud-based delivery model provides customers with immediate access to the latest version of the TCN solution, as well as the ability to quickly and easily scale and adjust to evolving business needs. TCN serves various Fortune 500 companies and enterprises in multiple industries, including newspaper, collection, education, healthcare, automotive, political, customer service, and marketing.