Automatic Redial | Preview, Progressive, Or Predictive Dialing

The effectiveness of sales, debt collection, and survey activities can all use automatic telephone number dialing modes. However, the secret to success is matching the method of dialing the phone number to the campaign's goals. Which one should you utilize, preview, predictive, or Progressive Dialer, to maximize the effectiveness of your sales and service efforts?

What Is Auto-Redialing A Phone Number?

At its simplest, automatic redialing saves the agent time manually tapping numbers. The connection is initiated by clicking a given number on the computer screen or automatically after a time set in advance in the system. The basis for automatic dialing is having a computer database of telephone numbers.

Dial modes vary

·       The degree of autonomy of the agent in determining which numbers and when the connection is to create

·       The ability to filter out calls with voicemail missed and busy,

·       The ability to "learn" through the Auto Dialer system, the availability, and the way of work of individual agents.

The difference is also the effectiveness of the modes depending on the complexity of the campaign and the industry.

Automatic Dialing with Preview - Preview Dialing

The program displays the next record from the database to the agent. The agent decides whether to call the indicated customer or go to the following form and how long (or short) he wants to read the displayed information about this customer and prepare for the conversation.

When the agent is ready, he clicks the phone number on the computer screen. It waits when the contact calls and manually end the ring in the case of voicemail, no answer, or busy number. The agent participates in the connection process; he must click "call" and wait for the other party to answer.

Preview Dialing - Risks

However, it is worth paying attention to a potential problem: in this mode, the agent can independently avoid contacts he does not like. If the connection does not answer, the agent repeats the operation. In this mode, there is little scope for optimization and much room for "creative" agents who do not like overworking themselves. Indeed, this mode requires managerial monitoring.

Progressive Automatic Dialing - Progressive Dialing

The agent cannot omit a given phone number and does not decide when to start Dialer the number - the time to read the customer's data is predetermined in the system by the administrator. After the time expires, the following number calls.

Similarly to the preview mode, the agent manually terminates missed calls, voicemails, or gaudy numbers.

Progressive Dialing - Risks

In this mode, workflow is more efficient, but waiting for the contact to pick up the phone is still essential.

Programmed Automatic Dialing - Predictive Dialing

The mode in which the system learns the work pace and availability of individual agents and, on this basis, determines the moment of calling the following telephone number. Agents cannot decide which numbers and when to call.

Automatic dialing occurs when one of the agents is likely to be available in a moment, i.e., during the previous call.

The technology automatically filters out missed calls, calls to voicemails, answering machines, or busy lines. Agents only receive rings that clients have responded to.

Predictive dialing allows you to INCREASE THE WORK EFFICIENCY OF AGENTS BY EVEN BY SEVERAL TENS OF PERCENT. It is due to eliminating the initial ringing period from the agents' working time, i.e., when the call is waiting and when there are calls to voicemails, answering machines, or gaudy numbers. Agents only deal with conversations and summaries.

In the case of unsuccessful connection attempts, the system automatically sets a new contact date. At the same time, it uses information about times of the day when reception is high. Users can specify the number of failed connection attempts in the system.

The record is automatically closed if they perform without a conversation with the customer.

Thanks to artificial intelligence algorithms, the system independently determines the optimal frequency of automatic dialing on certain days and times and the dates for redialing missed numbers. The system "learns" based on two types of statistics:

·       Short-term, i.e., how many calls the agents failed to handle within the last hour - the calling frequency is adjusted immediately.

·       Long-term, containing information on which days, at what times, how many agents are available, and the time needed for the conversation and its summary (wrap-up) for individual agents. The adjustment occurs within a few days of system commissioning, and its settings are continuously adjusted automatically.

Predictive Dialing - Threats

The danger in this automatic dialing mode is the need for more supervision, as usual. We are glad that the agents are always talking, and the calls are coming to them immediately - it's beautiful. And then suddenly we get a complaint and our number lands in all portals with a negative opinion. What happened? Our predictive was left alone. There were a lot of over-dial calls, but at the same time, the statistics of dropped calls, i.e., those whose answers answered but there was no free agent and were disconnected, also increased. Effect? Complaints. How to protect yourself from such a situation?

Observation Of Rejected Call Statistics

a)    After An Extended Period of Poor Reception

The algorithm had to speed up; suddenly, we had more missed calls. Right away. If we have a lot of missed calls, we should use the strategies of handling no contact, which we wrote about in previous articles: Problems with customer communication. What mistakes are you making, and how can you prevent them? and Advanced handling of lack of contact with the customer - depending on the possibilities and needs.

b)     On The Weaker Part of The Base

The algorithm selects more connections if we have more non-existent numbers - so that agents do not wait. How to prevent such a situation? Indeed, in the first place - acquire databases from reliable sources. If there are mobile numbers in the database - you can check their activity in HLR.

c)   When A Large Part of The Cast Goes on A Break

The speeding algorithm will not stop immediately. Adjusting to the reduced number of agents will take a while, resulting in more dropped calls. An excellent predictive "learns" agents' work and can recognize when agents usually go on a break. He will be able to anticipate such situations. Still, it's also a good idea to protect yourself against random exits and prevent multiple agents from leaving at once without your supervisor's approval. A sound contact center system allows you to define the so-called conditional breaks - the agent will not go on a vacation without the supervisor's consent if, for example, ten other people are on holiday.

What To Do in An Emergency?

It happened. We are in an emergency, or we are expecting one. In such a situation, we can use a random number change. Thanks to this, the system will select which number to present yourself with each outgoing call. In addition, if you manage to call someone, we will give the same number for each subsequent call so that the interlocutor knows who is calling him.

And what if one of the numbers hits some portal with an unflattering opinion? It is added to the list of contaminated numbers and easily excluded from use from all or selected actions. Voila! All that remains is to focus on the effectiveness of our campaign and the implementation of the assumed plan.