The definite guide to predictive dialer features
- 1. The Definite Guide to Predictive Dialer Features
- 2. What is Predictive Dialer? • Predictive dialer is a leading outbound call center software that uses various algorithms to predict the right time to call a customer. • By analyzing the customer data, it filters busy number, no-answer calls, or calls ending to voicemails. • Predictive dialer analyses the ordinary call duration of agents and then connects to another live call before finishing the previous call.
- 3. Features of a Predictive Dialer • Campaign Management • DNC Management • Filter Based Calling • Answering Machine Detection • Call Recording • Call Monitoring • Call Back Scheduling & Reminders • Reports & Analytics • Voicemail Message Drop • CRM Integration
- 4. 1. Campaign Management • With the help of a predictive dialer, call center managers can create multiple campaigns from the same login. • It has the feature to create, update, manage and generate reports of the campaign as per need.
- 5. 2. DNC Management • It manages a list of contact numbers which are registered not to receive any call or messages of telemarketing services. • It checks the DNC list and excludes those numbers from the list.
- 6. 3. Filter Based Calling • Call center managers can define rules based on location & geography of target audience so that predictive dialer calls only the filtered numbers.
- 7. 4. Answering Machine Detection • It enables to determine if a human or an answering machine has picked the call. • Before passing a call to an agent, it ensures that a human voice is on the receiving end. • It saves the agent time from getting wasted.
- 8. 5. Call Recording • Call recording is done for the quality purpose and to measure agents performance. • The manager can listen to past calls, download recordings or save files for future references.
- 9. 6. Call Monitoring • A predictive dialer has the feature to monitor the ongoing call. Also, it has a feature of call whispering. • Call whispering stands for the mode in which only the agent can listen to the manager.
- 10. 7. Call Back Scheduling & Reminders • Predictive dialer has the facility to schedule a call and set the reminders. • Agents receive a notification at the scheduled time of the callbacks. When agents log into their system, they receive a pop-up list of callbacks. • Also, they have the option to place a call right then or schedule it for later.
- 11. 8. Reports & Analytics • A predictive dialer does regular tracking and analysis of the performance of an agent which is helpful to improve calling operations.
- 12. 9. Voicemail Message Drop • Predictive dialer drops a pre-set message if the customer is not receiving the call. • An agent also has the option to select a message from the pre-recorded messages list.
- 13. 10. CRM Integration • When a predictive dialer integrates with CRM, it reduces the average handling time of agents and also provides better access to customer data.
- 14. About Us 6C Dialer provides Hosted Predictive Dialer, Hosted Call Center Software Solutions, Voice Broadcasting Service and VoIP Service for high performance Call Centers To know more, please visit: https://www.6cdialer.com or call us at +1-833-333-9222,+44-800-088-5198 14
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- 16. References Features of Predictive Dialer- 6cDialer Images Credit Istock.com 16