The way we make calls has completely changed from before. The quaint and alluring charm of the rotary dial telephone was first replaced by the somewhat less taxing nature of the push-button telephone. This then was pushed into oblivion (more or less!), and was replaced by the ubiquitous and distracting character of the smartphone, a comparatively smaller device, but astonishingly useful.
Yellow pages, that big, old dusty book, used equally to find telephone numbers of businesses and to squash bugs in one’s house was banished to the attic, and was replaced by the internet and contact lists stored in your smartphone.
It comes as no surprise then, that businesses and sales teams too have radically altered their approach towards making calls, whether to generate leads or answer customer queries. Salespersons no longer have to waste time dialing numbers manually and ending the day with aching fingers and a bad mood; they have automated dialers which do the monotonous work for them.
These dialers are crucial to businesses, with there being several types of auto dialer software to choose from. In this article, let’s focus on 2 dialer softwares: the power dialer vs the predictive dialer, to see which one makes the most sense for your business.
|Power Dialer||Predictive Dialer|
|Sequentially dials one contact at a time||Dials multiple contacts at once|
|Skips busy signals/unanswered calls/bad numbers/fax machines||Skips busy signals/unanswered calls/bad numbers/fax machines|
|Used mainly to personalize the call and build and nurture relationships with clients||Used mainly to make a large volume of calls without personalization|
|Helps increase customer satisfaction||Helps boost calling efficiency|
|Normal call waiting time||Reduced call waiting time|
|Doesn’t use predictive algorithms to make calls||Uses predictive algorithms to increase the number of live connections|
|It works effectively even with a single agent making calls at once||You should have at least 6-10 agents making calls for them to be effective|
|Can make about 50-70 calls per hour||Can make about 100-200 calls per hour|
|Unaffected by regulations since an agent is always online with zero abandonment rate||Susceptible to regulations in case of increased call drop/abandonment rates since an agent might not always be available|
|Used by small to medium-sized businesses with fewer agents||Used by large enterprises with many agents|
|Common Use Cases: for trust building, fulfilling callback requests, targeting a specific niche, making follow-up calls||Common Use Cases: to accelerate the sales process and outbound sales prospecting within a set deadline|
Now, let’s at each individual dialer to get an idea of the their functionality and features. But first,
What exactly are Auto Dialers and how do they Help?
Automated Dialers help make calls on agents’ behalf through a desktop browser. The dialer either plays a pre-recorded audio message (known as voice broadcasting or robocalling) to deliver important information to the prospect or connects them to a live agent once the call is answered.
These auto dialers are valuable because not only do they save time that would have been wasted on dialing numbers, but also widely increase the number of contacts your business connects with. This helps your organization because the more prospects and customers you reach, the better it for increasing revenue by gaining customers.
Whether you’re making cold calls, scheduling business meetings, or looking to gain some valuable feedback, automated dialers help your team be much more productive and efficient: a greater output with lesser input!
The Power Dialer
The power dialer dials only one contact per agent, ensuring that an agent is always available when it connects to the next contact with no pause between a contact picking up the call and the agent speaking. It saves time by automatically skipping busy numbers and unanswered calls, without agents having to click to connect to the next contact (however, if there is a survey to be entered or a note to be taken down in the dashboard, agents have to click to save it).
The power dialer is generally used when the call needs to be personalized and it is necessary to contact everyone on your list. Using tools like CallHub facilitate this by displaying contact information and details of any previous conversations which agents can use to their benefit while on call. After the call, agents have the flexibility to fill out any surveys, add notes, or tag contacts, and then call the next lead.
Focusing on the call at hand with the contact is this dialer’s specialty. If no one picks up, it’s okay—agents can simply click a button to leave a pre-recorded voicemail encouraging a specific action from the contact, and move on to the next call. However, if you are pressed for time, no worries either! Simply adjust your dialing rate which means that your dialer would assign more than one contact to an agent (you can choose how many contacts get assigned) to speed up your campaign. On an average, this dialer dials up to 75-80 calls per hour.
The Predictive Dialer
Predictive dialers call several contacts simultaneously and ensure that agents are on call at all times. Once an agent finishes the call, they are immediately connected to the next one, with the dialer skipping bad numbers, unanswered calls, or fax machines to save time. It uses algorithms and machine learning to predict agent availability, average pickup rate, and average pickup time based on your past calls to adjust the dialing rate accordingly.
The predictive dialer is usually used when your sales team needs to make a large number of calls in a minimum time frame, where speed is of the essence, and personalization is not a big priority. On average, this dialer can make about 100-300 calls per hour(depending on how long agents spend per call), and you should have at least 6-10 agents making calls at once to make the most out of this dialer.
There is usually a minor delay (about 1—1.5 seconds) between a prospect picking up a call and getting connected to an agent since the dialer essentially calls a list of telephone numbers, screens them and then connects only answered calls to free volunteers. In some cases, the delay might be longer leading to contacts abandoning the call. This, however, can be offset by ensuring that the recommended minimum number of agents are live. Since a predictive dialer saves time, increases speed, and guarantees a wide outreach, when used right, it can majorly impact your business positively. CallHub’s predictive dialer increases occupancy rate by up to 200%, ensuring that your calls have the desired impact!
Note: Since there’s always a chance of your call being dropped or abandoned by the contact due to non-availability of an agent, it is possible for your business to be penalized if the call drop rate exceeds a certain limit (in the US, you’re liable to be fined if your drop rate exceeds 3% due to FCC regulations). To avoid this, be aware of the telecom regulations in your business region, and choose a dialer software that minimizes drop rate to less than 3%.
Tags: business, Power Dialer, Predictive Dialer