For the present generation call centers, it is imperative to optimize its outbound affairs. Regardless of whether you’re calling to capture leads, ask questions, or are in the final stages of a sale, outbound dialing cannot be underestimated. This is where automated dialing systems come in, to provide a high level of advantage by helping the agents to dial calls and increase efficiency. However, having two main types at your disposal – power dialers and predictive dialers – it is challenging to choose the right one.
Now, it is time to turn to power dialers and predictive dialers, comparing the strongest and the weak points of both tools to empower your choice.
Power Dialers: How to Better Manage Your Outbound Activity
A power dialer allows one to dial numbers in a way that the numbers do not have to be keyed in on the keypad like do the standard dialer. In fact, it only dials a number at a time once an agent completes a prior call ensuring its talk time is not interrupted thus increasing customer lead conversion. Power dialers offer several advantages:
- Increased Agent Efficiency: The agents do not spend any time finding numbers and calling them as they are automating which makes them talk more efficiently thus being able to handle more calls.
- Improved Agent Morale: Unsurprisingly, power dialed can contribute to increasing the mood of agents, and thus, minimizing the problem of burnout.
- Personalized Approach: They also enjoy the type of control over the rate of calls that allows them to address any person on the other line.
- Compliance with Regulations: Power dialers usually count with Telephone Consumer Protection Act (TCPA) rules, so they are quite secure.
However, power dialers also have limitations:
Lower Overall Call Volume: However, specific to comparative to predictive dialers, and as a result of reduced speed of dialing, power dialers may reach fewer total contacts per hour.
Higher Agent Idle Time: Where clients answer rates are low, the agents may spend some time waiting for a call to attend to.
Limited Scalability: Power dialers could therefore not be very useful when doing massive outbound calling crusades that involve large dials per day.
Who is a power dialer most suitable for?
- Companies that have adopted a more flexible strategy in terms of customer engagement.
- Sales teams with a small number of salespeople that make a reasonable number of calls on prospects or clients.
- Business entities that come under high regulatory standards.
JustCall’s Power Dialer: Enhance your outbound calling today with Just Calls incredible power dialer packed with smart features. Use it to manage contacts within your CRM, record calls for reference and coaching, gain insights about your calls, and eliminate some of the manual work from your representatives’ plate to let them close more deals.
Predictive Dialers: Ones that Opt for the maximum number and speed of sales.
The technologies of the predictive use a number of formulas to review past dialing patterns, average time spent on conversations, and agents’ availability. They dial many numbers at one go, with the prospect of joining real time calls with connected available agents. Here’s what makes them attractive:
Improved Agent Utilization: Due to their effectiveness in feeding live calls to the available agents most of the time, predictive dialers reduce the idle time for agents.
Scalability: For intensity-based applications they are suitable for organizations with a high volume of outbound calls.
However, predictive dialers also come with some drawbacks:
Higher Dropped Calls: As a result of the controls it has multiple dials and centers its efforts on associating representatives with live connection, irrespective of the quantity of calls or rings it results in more dropped rings.
Potential for Customer Dissatisfaction: When those dialers connect the agents too soon, customers may feel hurried or even cut short.
Compliance Concerns: Macroscopically, high call abandonment from predictive dialers can pave the way to concerns in regard to TCPA.
Choosing the Right Dialer: Factors to carry in Mind for Your Business
Here are some key point to consider when choosing between a power dialer and a predictive dialer:
- Call Volume: Take into consideration the number of calls per average and total goals of the campaign you are working on. If there are a huge amount of dials possible, then perhaps a Predictive Dialer is more appropriate.
- Campaign Type: If the goal of your campaign is focused around personal touch, then a power dialer will suffice. Select the predictive dialer for lead generation or for surveys when the options’ are desired quickly.
- Compliance: Make sure the dialer you select meets the TCPA legal requirements not to encounter any legal troubles.
- Team Size and Skills: Power dialer will be more suitable for smaller teams, which do not require outbound call automation as actively as larger teams who can manage a greater number of calls with the help of a predictive dialer.
- Budget: Compared to power dialers, the acquisition cost and AM cost of using predictive dialers may be higher due to the latter’s call costing structure.
Conclusion:
Finally, the best dialer for your business depends on your specific needs and goals. If you prioritize personalized interactions and compliance, a power dialer like Just Calls might be the ideal choice. However, for high volume campaigns where efficiency is more of an issue than sales quality and point of sale lead generation then a predictive dialer may be more appropriate.
If you analyze your business needs and consider the advantages and disadvantages of each dialer type for your business, you and your sales/support teams will be ready to make a decision to drive your business forward.