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Power Dialer vs. Predictive Dialer: Which Is Better?

Author: Nelson Gibs
by Nelson Gibs
Posted: Sep 25, 2020

The call center is a growing industry. To support the growth of this industry, technology has come forward with innovative solutions. From smart call center software to a virtual call center solution; each tool is invented to benefit the call center industry.

All Call Centers run different types of calling campaigns. Out of all, outgoing calling campaigns are executed as part of defined and well-researched marketing strategies. This sort of campaign is a chance to expand a dependable and happy clientele. Moreover, it increases sales and lead generation. Therefore, effective outbound calling campaigns are important.

To make outbound campaigns more successful, it is necessary to use a call dialing strategy that meets the goals defined by the company and its defined business milestones.

A call center solution offers multiple call center dialers, which allow dialing lead numbers automatically. These dialers are known as auto dialers. They also offer additional features to provide further advantages to the users.

Out of all available auto dialers, two of them are the most powerful and effective to run this kind of outbound campaigns:

  1. Power Dialer and
  2. Predictive Dialer

In this article, you will learn more details about both of these auto dialers available in the smart call center software as well as all modern call center solutions. This information will help you choose and use the right and effective call center dialer for your campaigns:

Power Dialer:

This auto dialer dials lead numbers when an agent is open to attend the next call. This indicates that as the agent displays ready status in the call center solution, the power dialer will start dialing the numbers to connect a customer or lead with the available agent. This dialer additionally skirts supplying the calls to the agents when they are on the other call. Moreover, it ejects the following types of calls:

  • Unanswered
  • Unavailable
  • Not reachable
  • Rejected

Therefore, it passes only calls, which are answered by leads themselves.

It is utilized by active agents ready to take calls from a list. This auto dialer of the modern call center software dials numbers one by one. Once the call is answered by the lead, it will get routed to the available agent.

Predictive Dialer:

It delivers the strength to communicate with hundreds of important clients to the agents. To ensure increased productivity, it chucks the following types of calls:

  • Busy
  • Disconnected
  • Rejected
  • Connected to answering machine or IVR

This auto dialer dials more than one lead numbers concurrently. It holds the power to determine when an agent is anticipated to be open for the following call and when a lead is most expected to attend the call. This call center dialer is utilized for a list of medium to a large list of leads to be contacted.

Which one is better for call centers?

Modern call center solutions offer both, predictive dialer and power dialer. Both have their own benefits and disadvantages.

Power dialer works well when agents are attending different types of leads to have communication. It is excellent when a call center has less than 15 agents. It makes sure the call drop ratio is at a minimum. Predictive dialer keeps on calling leads in parallel. It can increase the call drop ratio if there are fewer than 15 agents in the call center.

On the other hand, when a specific type of campaign is executed in the call center, and when there are 15+ skilled agents ready to attend calls, a predictive dialer is the best. It remarkably increases productivity.

How to make a choice of the call center dialer?

You already know the difference between the two most popular auto dialers along with the tips to choose the correct auto dialer. You can apply this knowledge to make the right choice. On the other hand, you can also run A/B testing by using different auto dialers for a single or same natured campaign. This will also let you choose and use the right call center dialer to leverage multiple benefits from this powerful feature of the modern call center solutions.

Author Bio

Author works in a leading VoIP company, which offers various call center solutions, smart call center software, virtual call center solution, collection call center solution, etc. The company also offers services related to call center such as call center CRM integration, VICIDial customization, VICIDial WhatsApp integration, etc.

About the Author

Author works in a company that offers VoIP development services such as FreeSwitch development, Asterisk development, OpenSips development, Kamailio development, etc.

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Author: Nelson Gibs

Nelson Gibs

Member since: Nov 13, 2019
Published articles: 34

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