Predictive Dialers

Efficient dialling: dialer

They are part of the Call Centre system and are responsible for the automatic establishment of outgoing calls - dialers are a frequently used solution in modern telecommunications centres and for communication platforms. They work in a simple way, by setting up calls to numbers on a pre-prepared contact list. The dialer is a tool frequently used for outbound campaigns in various call centres. They automatically dial telephone numbers taken from a database.

Solutions available on the market

There are currently three basic types of dialer, which differ primarily in their impact on the pace of agents. When deciding on the right solution for your own communication platform or customer service or sales department, it is worth considering the solutions available on the market.

Preview dialer

It is particularly focused on the quality of customer contact. The agent has a preview of the customer's data, which allows him to see the history of calls and conversations. After reviewing the available information, he or she can choose the appropriate call strategy and connect with a specific customer via the call button (automatic dialling). With this solution, the agent decides for himself whether he wants to speak to a specific customer now or at a later date - in which case he can move on to another record.

Progressive dialer

It is geared more towards Call Centre efficiency. The dialer independently dials a number from the database and automatically connects with the customer, while the agent does not have the option of skipping the number and does not receive information, so he or she cannot prepare for the call. With the progressive standard, there is no possibility of filtering out unsuccessful calls, so the agents' actual working time is reduced. Often such a solution has a predetermined time to enter notes, if any, after the call is completed and connects automatically to the next number after this time has elapsed.