What are the Pros and Cons of Using a Predictive Dialer?

Posted In | CRM | Help Desk | Omnichannel Shared Inbox

Dialers are a great tool to maximize your marketing efforts. They are also very powerful for businesses that have goals and want to grow their business by increasing customer acquisition through direct marketing efforts. Predictive dialing software can help you reach more prospects and increase your sales. 

 

 

However, you should consider the pros and cons of this dialer before making a decision. In this article, we'll talk about the advantages and disadvantages of using predictive dialers.

 

 

What is a Predictive Dialer?

Predictive dialers are automated phone systems that make calls to predetermined phone numbers. Calls will be placed automatically and available agents will be contacted. With this function, agents can have access to a wide variety of active connections. Agent’s conversation will not be interrupted by busy signals, unanswered calls, or any disconnected lines.

In addition, faster phone systems allow salespeople to spend more time talking to potential customers and focus on increasing their return on investment ( ROI).

 

The Pros of the Predictive Dialer

• Increased Productivity: Predictive dialers can increase productivity by automating the process of making calls and connecting them to agents as soon as they are available. It “predicts” when the next call will be answered and connects the call to an available agent. As a result, it will improve the efficiency of the call and reduce the amount of time spent on making those calls. For example, if an agent is making 100 calls per hour, but is able to connect with only 20 live people, it can lead to low productivity. But with the help of a predictive dialer, agents can increase the number of live connections as the predictive dialer can automatically place and connect the calls for the agents. This can lead to significant increase in productivity for the agent as well as the whole organization.

 

• Increased Revenues: Making the right connections with potential buyers is a critical part of any successful sales process. With a predictive dialer, your sales team will only be contacting prospects who are likely to make a purchase. In addition, predictive dialers can help to identify potential customers and leads, and can provide information about the best time to contact them. This can help to increase the number of sales and the amount of revenue generated.

 

• Cut down on idle time: Predictive dialers can cut down on idle time by predicting when the next call will be answered and dialing the next number on the list. This way, the agent is never waiting for a call to come in and can always be talking to a customer. In addition, predictive dialers work by analyzing past call patterns to determine the best time to place each call. For example, if an agent typically talks to a customer for 3 minutes, and the average call is answered in 2 minutes, the dialer will place the next call after the first minute of the current call. This way, the agent will always be talking to a customer, and there will be no down time between calls.

 

• Better Assistance for Customers: Customer happiness and assistance can be increased with the help of a predictive dialer. With the help of data provided by the predictive dialers, customers can be contacted at convenient times in order to pitch them about the products they might be interested in buying. This makes them more likely to have a favorable reaction. By taking these steps, you can significantly boost customer loyalty. For example, if an agent is trying to reach a customer who is not available, the predictive dialer will automatically dial the next customer on the list. This can save for the agent as well as improve the chances of connecting with a customer. 

 

• Effective management of leads: A predictive dialer can be used to automatically call a list of leads and screen them based on certain criteria (disconnected calls, voicemails, unanswered calls, etc). If a lead meets the criteria, they will be connected to a sales representative. This can help to improve the efficiency of the sales process by reducing the amount of time spent on making phone calls, and it can also help to improve the quality of leads by making sure that they are properly screened before being passed on to a sales representative.

 

• Increased Focus on Quality Assurance: Managers can listen or monitor an agent’s performance live or via call recording feature. This can help managers to identify issues and trends more quickly and to take corrective action more effectively. Additionally, predictive dialers can help to improve call quality by providing real-time feedback to agents and by monitoring calls for quality assurance purposes.

 

The Cons of the Predictive Dialer

• Increased Abandoned Rate: Abandoned calls occur when the predictive dialer calls a number and no one answers the phone. The call is then disconnected after a certain amount of time. The abandoned rate might be increased in predictive dialing is if the system is not set up properly. If the system is not dialing the right number of leads, this can lead to more abandoned calls. 

 

• The Caller Cannot Classify Leads: Predictive dialers also struggle because they cannot sort leads in any particular order. Predictive dialers function by sequentially dialing the phone numbers on a list, with no input from the representative as to which numbers should be called first.

 

• May Lose prospects With Predictive Dialers: Using a predictive dialer allows businesses to contact more prospects in less time. Although this may appear to save money, it often ends up having the opposite effect. Many people get annoyed by the typical telemarketing phone call and hang up before even hearing about the product or service.

 

• Insufficient data of the lead: If an agent has to know the lead's information, a predictive dialer is not an efficient tool. For example, if an agent needs to know the lead's name, address, and phone number, the predictive dialer would not be effective because the agent would need to manually look up the information. In order to view the customer database, users can integrate Gridlex Zip CRM with their predictive dialer to view all the customer data. 

 

Conclusion

A predictive dialer can help your business grow faster by enabling you and your team to nurture and convert more leads. However, there are some drawbacks to consider while choosing. For instance, the price of a predictive dialer system varies significantly based on features and flexibility. Make sure you select a system that has the functionalities needed for your business to be efficient and profitable.

 

The Gridlex Zip Calling and Dialer system comes with an integrated CRM which includes all the features necessary for your company to operate more effectively. It includes SMS, email, shared inbox and more which allows you to keep all your client information in one place for easy access. Gridlex Zip plan starts at $10/month/user.