What are the opportunities to really reach someone when you press their number? The chances are very low that you will be connected to the right party at your first attempt – you often reach voicemail, answering machines, busy signals or no answers at all!
This is very frustrating for those who work in companies that make outgoing calls – not being able to connect calls takes a lot of time and is very unproductive. To help with this problem, several innovative ideas have sprung up over the years.
The initial solution is an automatic dialer – which can dial pre-programmed numbers at the touch of a button – something similar to speed dial. Other more advanced call devices emerged soon after, designed for call centers or companies that handle outgoing calls – these large-scale automatic dialers are preview dialers, progressive dialers, and Predictive Dialler for Smartcom Business Communication.
The dialer preview works by the agent who initiates the call by clicking on the telephone number that has been programmed into the dialer – this ensures that the agent will be available if a connection is made. Phone agents see call information before a call is made and can decide whether to start the call or not.
The progressive dialer monitors the status of the agent, and only makes outgoing calls when the agent is available to receive calls. The time of the call attempt is determined by the device, not the agent. Progressive dialing presents contact information to the call center agent before dialing a telephone number.
The agent is given time to look up contact information before the dialer automatically makes the call, but has no control over the call. Predictive dialers are more advanced than all automatic dialers – they use sophisticated algorithms to match agent availability with direct connections.
The predictive dialer automatically makes calls from the call list, detects direct answers and then directs the call to the available agent. They can adjust the speed of the call to match agent availability. Callers anticipate when the next agent will be available, based on the main statistics. The predictive dialer functions by calling contact numbers from the database.