WHAT IS A PREDICTIVE DIALER?
A predictive dialer dials a list of telephone numbers and connects answered live calls to available agents and sales reps. This saves call center agents and telemarketers time by allowing them to make significantly more outbound calls and decrease idle time or downtime, making your contact center much more efficient.
A predictive dialer solution coupled with an omnichannel cloud contact center solution will boost your call center productivity and allow you to reap the benefits of both systems. By integrating outbound dialers into one omnichannel call center solution, your agents and sales reps will have tons of functionality and flexibility that traditional predictive dialers can’t match. All of these benefits without requiring local installation, reducing the cost of operation and maintenance of hardware.
THE SCIENCE BEHIND PREDICTIVE DIALERS
Algorithms and analytics have become tremendously important in the world of cloud technologies and call center solutions. The best predictive dialer solutions take advantage of advanced statistical algorithms and call metrics. Utilizing these algorithms and metrics, predictive dialers preview and dial contact lists of telephone numbers and screen out busy signals, answering machines, disconnected phones, and fax machines to ensure that the caller ID belongs to a live person.
Cloud-based predictive dialers have a huge impact on increasing agent productivity and their dialing rate. Predictive dialers are able to perform automatic call distribution, manage a long queue, and decrease idle time.
By mathematically predicting when a call center agent is able to pick up a call, outbound contact centers can more effectively utilize their sales team and phone systems by eliminating manual dialing, allowing callers to reach sales reps and agents more quickly.
Decrease the amount of time your customers have to wait and ensure a great experience for the client with Bright Pattern’s advanced power dialer and predictive dialer software.
THE BRIGHT PATTERN PREDICTIVE DIALER
Bright Pattern’s cloud predictive dialer provides a simple but powerful campaign and contact management solution for dialing large call lists of leads and contacts. Dramatically increase ROI, improve workforce productivity, increase agent talk time, and improve utilization with our predictive dialer software.
Power dialers and predictive dialers do the dialing for you—this means no manual dialing, no waiting to leave messages on machines, and no unanswered calls. Implementing an effective power dialer could mean the difference between supervising a team of inefficient telemarketers or running a team of efficient, motivated sales reps.
OUR PREDICTIVE DIALER HELPS:
- Increase productivity and utilization of the workforce
- Maximize call success rate
- Simplify list management
- Be compliant with the latest rules and regulations
HIGHER OUTBOUND CALL CENTER ROI
The Bright Pattern predictive dialer features a unique high-performance prediction algorithm that maximizes the productive time of an outbound agent. The algorithm does this by predicting when an agent will be able to accept a call, it then dials the number automatically for the agent. In addition, the dialer algorithm can predict when answered calls will be completed and dial the next number accordingly.
Predictive dialers saves agents time and lowers queue times, allowing agents to dial the next number quickly on contact lists. A predictive dialing system also ensures a live person is ready to talk to the client, ensuring that when the client picks up, there is a person ready to talk to him or her.
AUTOMATICALLY PRIORITIZE LEADS
Many companies will agree that one of the greatest benefits of using predictive dialing is how they aid in boosting the quality of each campaign. Since predictive dialers utilize auto dialers to help you get the most out of your leads, including pushing high-priority “hot” leads to the top of the call list in real-time, the overall quality and performance of your company’s call campaigns will also increase. That’s because predictive dialers are able to adapt on the fly to your needs, drawing from multiple lists and enabling and disabling them in real-time. Plus, with dynamic list sorting and filtering options, your company can choose how each list is divided up on assignment to your representatives. This allows you to maximize each campaign by matching call assignments with appropriate geographic regions, time zones, and even by lead qualification. As your outbound campaign continues to run, you can constantly update the call center software list, too, allowing for an increase or decrease in sample size as you gain more information and insight without having to stop or pause the campaign!
ADVANCED CRM INTEGRATIONS
Whether your call center’s focus is on inbound calls or outbound calls, it is important for your agents to be able to track the customer’s journey with your company. Through the use of customer relationship management software, or CRMs, you will be able to track your customer’s journey on any channel of communication from the beginning to the end. Allowing to utilize your registry of data and call records, CRM integrations are crucial for ensuring that your contact center is providing great customer service during any inbound calls or outbound calls. Bright Pattern’s CRM integration integrates with your existing system of records or any major CRM provider, like Microsoft Dynamics 365, Salesforce, Oracle Service Cloud, ServiceNow, and Zendesk.
By integrating our comprehensive CRM integrations with our advanced predictive dialer solution, your contact center will have access to powerful tools from both. Combining the power of predictive dialing with keeping track of the customer’s journey ensures consistently excellent experiences with the benefits of automation.
HIGHER AGENT PRODUCTIVITY
The Bright Pattern Predictive dialer has become a mainstay of many call centers, and for a good reason. Our software uses an advanced algorithm to automate the calling process. By skimming through phone numbers and contact information, a predictive dialer allows operators to make a live connection only when an individual answers the phone. Meaning, agents will spend less time dealing with fruitless tasks such as screening for busy signals, voicemail, unanswered calls, and disconnected lines. If your business handles large quantities of leads or an extensive number of outbound calls, predictive dialing is a great way to maintain effective lead management, manage your phone list, and increase efficiency at the same time.
With many communications laws and regulations changing each year, it can be hard to keep up. Congress and the FCC has passed many laws regulating the use of auto dialers, including the DNC laws and TCPA. Our call center solution is compliant with many federal regulations, including TCPA, PCI, GDPR, and TCPA. Our predictive dialer system is able to be used by any kind of business, whether it’s health care providers with sensitive patient information or business owners processing credit card information.
BLENDED CONTACT CENTER SOLUTION
Another important benefit of using predictive dialer technology is the ability to take advantage of many components of omnichannel cloud-based call center software. With an omnichannel approach, your business will be able to maximize efficiency and productivity by utilizing SMS, video chats, social media, and, of course, voice solutions. Connecting with a lead via predictive dialer software and then immediately being able to reach back out to them through a more convenient medium to them like email or text message can be the difference between a sale or a miss, and ultimately leads to greater customer satisfaction and a streamlined business process. Additionally, when utilized as a part of a multichannel call center approach, predictive call center dialers allow you to take advantage of your customers’ data in robust ways. If supervisors are interested in monitoring how a specific agent is doing in terms of talk time or their abandoned calls rate, they are able to so with advanced supervision features. Furthermore, if your business is concerned about quality and call management, especially when it comes to call volume and overall call outcome, your call center’s auto-dialer software can handle it, too, and offers features such as call recording and call monitoring, as well as screen monitoring and screen recording.
OTHER PREDICTIVE DIALER BENEFITS
- Improved ROI
- Increased Agent occupancy(minutes per hour talk-time)
- Flexibility to Change sale or product strategy on the fly
- Using advanced filters and algorithms to dial contacts and connect agents with a high probability of answering
- Maximizing high-priority leads with quality monitoring and call routing that pushes high-quality contacts to the top of an agent’s list
- Only dialing during time windows where an answer is likely, factoring in geographic location and time zone
- Real-time statistics and visibility
- Higher agent success and morale
- Automatically leave recorded voicemail while moving to the next call
BRIGHT PATTERN CALL CENTER SOFTWARE
The choice of enterprises of all sizes and across various industries