Boosting Call Center Productivity: Exploring Predictive Dialer Solutions and Costs
Last Updated: August 23, 2023
Fact Checked By: Ashley Smith
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A predictive dialer dramatically improves the efficiency of your call center by increasing the number of calls that are made each day. By some estimates, it can triple the number of calls, leading to better sales and lower operating costs.
A predictive dialer is, essentially, a piece of software that automates the dialing process. The computer dials several numbers at once and then connects any calls that are answered to an available agent. This eliminates time agents spend waiting on calls that are never answered.
One of the risks of a predictive dialer is that an agent may not always be available when calls are answered. However, that doesn't happen often because the software uses a statistical algorithm based on factors like average call time and how many agents are working. When it does happen, the person answering the call will hear a recorded message.
On-premise Predictive Dialer Average Costs #
Like all software these days, predictive dialers are available in two forms: on-premise or hosted. On-premise software is installed on the computers in your building and run by your in-house IT staff. Hosted software, on the other hand, is installed and managed remotely by an outside provider. There are pros and cons to each, and many providers offer both.
On-premise, predictive dialers can be purchased as part of a comprehensive call center software package or as a standalone product. Sold separately, on-premise predictive dialers begin at around $5,000 for a system that accommodates just a handful of agents and run upwards of $300,000 for large call center systems.
- A 25-station predictive dialer with hardware, installation and training retails for about $60,000.
- An 80-line predictive dialer with installation costs about $200,000.
Hosted Predictive Dialer Prices From Top Companies #
With hosted predictive dialing software, there are fewer upfront costs. Instead, most hosted providers charge a monthly fee based on the number of agents in your call center. Some have other types of fees as well, including setup fees and long-distance fees:
Five9 offers cloud-based contact center solutions with predictive dialing capabilities. Their pricing is typically customized based on your business needs and requirements. You would need to request a quote from Five9 to get accurate pricing information.
Talkdesk provides cloud-based contact center software with predictive dialer features. Their pricing varies based on the plan you choose, the number of users, and additional features. Prices can range from around $65 to $150 or more per user per month.
Genesys Cloud (formerly known as PureCloud) offers cloud-based contact center solutions with predictive dialing capabilities. Like some other providers, their pricing is customized based on your business needs. You would need to contact Genesys directly for a quote.
Dialpad offers a cloud communication platform that includes predictive dialer features. Their pricing starts at around $15 to $25 per user per month, depending on the plan and features you choose.
VanillaSoft provides a lead management platform with predictive dialer capabilities. Their pricing can vary based on the number of users and features you require. You may need to contact VanillaSoft's sales team for specific pricing details.
PhoneBurner offers a power dialer solution with predictive dialing features. Their pricing starts at around $149 per user per month, with options for annual plans that may provide cost savings.
Kixie is known for its sales engagement platform with predictive dialing capabilities. Pricing for Kixie can start at around $29 per user per month, but they also offer customized plans based on your needs.
Benefits of Predictive Dialers #
Increased Call Volume: Predictive dialers automate the calling process, placing multiple calls simultaneously and connecting agents only to live answered calls. This maximizes call volume and agent talk time, leading to higher productivity.
Reduced Idle Time: By minimizing the time agents spend waiting for calls to be answered, predictive dialers ensure that agents are engaged in meaningful conversations more often, eliminating idle time and boosting efficiency.
Higher Agent Utilization: Predictive dialers optimize the utilization of agents by connecting them to calls as soon as they're answered. This minimizes downtime and ensures that agents are consistently engaged in interactions.
Improved Sales Conversion: With a higher volume of calls and more efficient agent utilization, predictive dialers increase the likelihood of successful sales interactions, ultimately leading to improved conversion rates.
Cost Efficiency: Predictive dialers help reduce the cost per call by maximizing the number of productive calls made. Agents spend less time on unproductive calls or waiting, resulting in lower operating costs.
Enhanced Customer Experience: The efficient pacing of predictive dialers ensures that customers experience minimal wait times and are quickly connected to agents, leading to a more positive customer experience.
Better Lead Management: Predictive dialers often come with CRM integration, enabling agents to access customer information and call history, leading to more personalized and effective interactions.
Campaign Optimization: Predictive dialers can be configured to adjust call pacing based on real-time factors such as agent availability, call response rates, and call durations, optimizing campaign performance.
Compliance and Regulation: Many predictive dialers offer features that help maintain compliance with regulations like the Telephone Consumer Protection Act (TCPA), reducing the risk of legal issues.
Data Insights: Predictive dialers provide valuable data analytics and reporting, giving managers insights into agent performance, call outcomes, and campaign effectiveness, aiding in decision-making and strategy refinement.
Scalability: As call center needs grow, predictive dialers can scale to accommodate increased call volumes and agent counts, ensuring the system remains effective as the business expands.
Remote Agent Support: With the ability to connect remote agents, predictive dialers enable businesses to tap into a broader talent pool and offer more flexible work arrangements.
Time Zone Optimization: Predictive dialers can be programmed to call during specific time zones, ensuring that calls are made at appropriate times, leading to higher answer rates and better customer interactions.
In conclusion, predictive dialers revolutionize call center operations by increasing call efficiency, agent productivity, and customer satisfaction. They offer a strategic advantage for businesses aiming to optimize their sales and customer service efforts.