Predictive diallers can hugely improve the performance of a contact centre, as it eliminates unproductive time by always having a call ready for the next available agent. However, it will all depend on the quality of the dialler chosen.
- How will it fit with your current systems?
It may sound obvious, but first of all, you need to make sure that the dialler you choose can support the number of agents and phone lines you have. On the other hand, if you manage a small contact centre, a predictive dialler might be a bit of an overkill. To work well, you need about 20 to 30 agents and 8 to 10 logged in. Fewer than that and a more basic automated dialler will probably be better for you.
You also want to make sure that the dialler you are considering is compatible with your current systems and how the migration of your contacts will work.
- How does the predictive dialler learn?
The timing of when to dial the next number relies on algorithms which can predict when an agent will be free. If the algorithm is flawed, the system will not dial enough numbers and the agents will have to wait for their next call. The algorithm can also dial too many numbers and customers will pick up the phone to hear an impersonal message, often leading to them ending the call without having talked to anybody. Not only does it waste potential leads but it can create a poor perception of your company too.
To work well, the algorithm needs to be able to analyse call statistics and adjust accordingly. To do so, it is important that it takes into consideration a wide range of Key Performance Indicators, both short term and long term, so make sure you find out which KPI it uses.
Short-term statistics can include abandon rates and answer rates while long-terms statistics may take into account the average length of a call, how long agents need to write notes after a call or the variation in answer rates throughout the day.
Short-term data will affect predictive dialling instantaneously, whereas long-term data would collect information over a few days before adjustments are implemented. A good predictive dialler will manage these changes automatically.
If you would like to know more about predictive diallers or are looking to outsource your contact centre, call Corporate Connect on 0800 230 000.