Predictive Dialers vs Progressive Dialers: 5 Differences You Need To Know
Posted In | CRMIn a world of high-tech and fast-paced business, it is crucial to implement systems that can streamline your workflow as much as possible. Whether you use predictive dialers or progressive dialers, the key to sales success is to turn new prospects into customers. Both have their own pros and cons, but what exactly are they?
In this article, we'll look at what makes them different and how effective they can be, so you can make a more informed choice while choosing a dialing software for your business.
How do Predictive Dialers Work?
Predictive dialers are the best way to get in touch with most people. When a customer picks up the phone, they are connected to an agent. Based on how long it takes an agent to finish a call on average, the dialer "predicts" when the agent will be free again and starts calling multiple numbers. As soon as the agent finishes the call with one customer, they will be put in touch with another.
How do Progressive Dialers Work?
Progressive dialing reduces the amount of time that is wasted between calls by dialing a number from a call list as soon as an agent is free. They work by automatically dialing a list of phone numbers, one after the other until a live person answers the call. When a live person answers, the dialer connects the call to an available agent. The agent then has the opportunity to speak with the customer or prospect. Progressive dialers are used to increase the efficiency of outbound call centers by reducing the amount of time spent dialing numbers manually.
Still confused? Learn more about - How to Choose the Best Sales Dialer For Your Team?
Predictive Dialers Vs. Progressive Dialers
1. Dialing Mode:
Predictive dialers are automated dialing systems that use algorithms to predict when an agent will be available to take a call. They dial multiple numbers at once and connect the agent to the call when someone answers. This allows agents to spend more time talking to customers and less time waiting for calls.
Progressive dialers are automated dialing systems that dial one number at a time. When a person answers, the call is connected to an agent. This dialing mode is slower than predictive dialing, but it allows agents to have more control over the calls they take.
2. The Frequency of Calls:
One other key distinction between progressive and predictive dialers is the frequency of calls made. For each available agent, a progressive dialer will make just one outgoing call at a time. On the other hand, a predictive dialer will make multiple outgoing calls for each available agent. This proves that predictive dialers outperform progressive dialers when making phone calls.
As a result of the increased call frequency enabled by predictive dialing, the amount of downtime experienced by agents is drastically reduced, whereas progressive dialers help businesses lower their call abandonment rate by reducing the number of times a customer has to wait for an agent to return their call.
3. Call Drop-Rate:
Predictive dialers make calls well in advance of when they are needed. Sometimes, customers answer calls before the predictive dialer expects them to. This leads to a higher call drop rate, meaning that more calls are dropped before an agent can answer them.
The progressive dialer won't make a call unless the agent is ready to take another one. Therefore, there will be no percentage of dropped calls. They are designed to minimize the number of calls that are dropped before an agent can answer them.
4. Algorithms:
Progressive dialers use an algorithm to dial numbers sequentially. Automatic outbound calls are made here as soon as an agent is available for a call. Therefore, progressive dialers are more reliable, as they dial numbers one at a time and ensure that agents are connected to calls.
Whereas predictive dialers use an algorithm to predict when an agent will be available to take a call. This predictive algorithm analyzes historical data to calculate how many customers will pick up after dialing a given number and how long it will take agents to complete each call. The predictive algorithm uses this information to establish an outbound calling frequency. You can choose to dial calls slowly or quickly.
5. In-Depth Conversations:
With a progressive dialer, the agent can take their time reviewing the client's information and preparing for the next call beforehand. With all the relevant data, the agent can have a more in-depth, tailored conversation with the customer.
Whereas predictive dialers can process more calls in less time, they make it difficult for agents to build relationships with their clients. Agents do not have the flexibility to prepare themselves for the call or view any pertinent information about the customer. This leads to a lack of customer satisfaction.
Conclusion
Contact centers can manage their marketing campaigns with the help of dialers such as predictive dialers and progressive dialers. However, there are advantages and disadvantages to both of these auto dialers. When compared to progressive dialers, predictive dialers allow agents to connect quickly with a large number of potential clients. However, agents are unable to make personalized and productive outbound calls with the help of predictive dialers. In order to boost customer engagement and sales, agents can use progressive dialers.
Hence, call centers should evaluate each auto dialer based on its ability to provide a high-quality call experience for its customers.
Gridlex Calling and Dialer Software streamlines the process of keeping track of calls made and received by agents by integrating CRM systems into the dialer software. Adding dialer software to your CRM takes care of the customer database and allows agents to handle all of their daily tasks from one place. Workflow effectiveness, training burden, and error rates in data management all improve as a result. Gridlex Calling and Dialer Software is available for a low price, starting just at $10/User/Per Month.