As promises are made not be broken, in this post we will continue talking about dialers, specifically about the Power and Predictive dialers.
Power dialers are the most traditional type of dialer and the most commonly used. A power dialer works around the idea of “Overdial” what this means is the system will make more calls then you have agents available. The way this works is that you will build data over time that tells you on average how many calls you will need to make on any given list in order to connect to a person. You set the overdial and the maximum possible outbound calls (channels) and what makes uContact stand out is that we let you change this without stopping the calling campaign. This comes with some serious upsides with also a couple of things to consider. Power Dialer also allows you to set a fixed number of max channels, so if your are limited to certain amount of “lines” you can be sure the dialer won’t make more calls that your infrastructure can support
- Instant increase in productivity
- Control your calling pace with great efficiency
- Take away many human factors such as the calling pace of the individual
- Highly specific and actionable metadata
The downside of using a dialer like this is that you have less time to check context given to the agents before connecting with the target call. This may be negligible in most cases as you just train your agents to pull names/key information off the screen first in order to start the conversation correctly. It’s always worth considering how high context you really need.
A predictive dialer is in essence just a power dialer with the system itself making changes to your overdial settings based on your list efficiency. There are two things you need to make this work. Enough agents making calls for a large enough data pool, and long enough lists to let the system make full advantage of its learning. When looking at a dialer just remember if a power dialer doesn’t suit you a predictive dialer likely won’t either.
The other thing to consider with a predictive dialer is “Warm Up” this means how long does is take for the system to accrue enough data points to effectively speed up. The take 20-30 minutes of a 25 agent team calling 1-to-1 before they start making high volume calls. We have 0 warm up time so you can cash in on the beginning of a shift when your agents are fresh.
Next post will be all about VoiceBroadcast and where uContact really stands out with its leading market dialers. So, stay tuned and see how we help increase your contact center’s productivity.