Preview v/s Progressive v/s Predictive Dialling
It’s undeniable that given the introduction of cloud computing and the continuous development in the stack of tools of an organization, most companies — especially those in the sales, customer support and marketing industries have moved towards sales diallers to do the hard work for them.
But the real question comes down to what change did diallers bring into the business and how it evolved from a basic preview dialler to the advanced Predictive dialler. A dialler is an automated telephone system that connects live agents to the call list, one after the other and allows agents to focus on active connections instead of manual dialling and helps increase efficiency and sales.
Phase 1: Preview Dialler
With a preview dialler, your salesmen will be able to see the next call in the list. But the whole control of when and whether to make the call will be with them, with them being allowed to skip to the next name on the list.
This can be ideal for more complex sales where a bit of research is required between calls to increase the chances of success.
A use case for Preview dialling would be if your sales team is working towards warming up your clients and needs time in between calls to properly study up about them.
A Preview dialler in this case would ensure that the dialling is in control of your sales team and that they can start calls whenever they are ready to.
Phase 2: Progressive Dialler
A progressive dialler removes the power of call making away from your salesmen. On completing a call (or moving from “Wrap-up” to “Go ready”) the Progressive Dialler AI automatically dials the next number on the campaign list. This removes the wait time between calls and can improve productivity significantly.
This is ideal where the calls are very similar in nature and advisors benefit from having the system tee up the next call for them.
A use case for progressive dialling would be if you are asking your sales team to collect information or for a standard quick pitch where the need for studying up a client is not needed and the amount of calls to make per day is very high.
Predictive Dialler
The latest and the most sophisticated dialler in the market is called the predictive dialler. While with progressive dialling the calls are made as soon as the salesmen are available, many of those calls incur a long ring time, are engaged or hit an answer-phone — all wasted time with the salesmen waiting on the end of the line.
The predictive dialler solves this issue by determining that a percentage of calls will be unsuccessful and therefore over-dials connecting ‘live’ callers to the salesmen as soon as they come available.
Predictive diallers are typically used in very high volume low margin outbound contact centres where the efficiency of the salesmen and the cost per call are given more importance.
A use case for Predictive dialling would be if your company has a lot of calls to make but very fewer agents to handle it. For telemarketing, market research, debt collection, and customer service follow-up. Predictive dialling ensures that only the connected customers go through to the sales agents. Since predictive diallers focus on putting reps on the phone as much as possible, they may not be effective for organizations selling high-value items, or those who want to create an excellent customer experience, as they don’t leave any time for research between dials.
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