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Preview, Power, Predictive Dialing, How to Tell Them Apart?

Published on Jan 26, 2017 at 8:23 am in Blog

We strive to help our customers achieve maximum business profit while at the same time providing their own customers with the most excellent service. I´m going to take this opportunity to give you a little insight on how to use each dialing mode to achieve that objective.

The most suitable pacing mode for each campaign depends of a variety of factors, such as the business policies of the campaign, human resources, contact data, expected duration of calls, volume of calls, and so on. It´s crucial that the dialer solution has the flexibility to change the pacing mode as required by the campaign’s dynamic needs.

What exactly is each dialing mode?

Preview
Preview dialing enables agents to first view the available information about the customer and decide when to place the call. In addition to the information about the customer, agents may also view all the history of the customer with the contact center.

For example, preview dialing is useful in debt collection campaigns to allow agents to view information about the customer and define a strategy before starting to talk to the customer.

Power
Power dialing places calls only when an agent is available to handle the call. Agents inform the system that they are available to talk to a contact.

For example, power dialing is useful to call rescheduled contacts or contacts that require specific agent skills.
Predictive

Predictive dialing optimizes agent working time by calling a large number of contacts within a short period of time. It reduces the idle times between connected calls and frees agents from dialing calls. It gathers statistics about the duration of calls, how long it takes for calls to be answered, how often are calls answered, and so on. Then, it places several calls per agent expecting some calls to fail.

Predictive dialing must follow the industry´s regulations, such as OFCOM or TCPA, among many other country-specific legislation.

What are the appropriate uses for each one?

Below are the advantages and disadvantages of each dialing mode and in what campaigns should each be used.

Dialing modeProsConsUse in
Preview
  • Improved results because agents know all the available information about customers and past history of the customer with the contact center.
  • Automatic distribution of contacts.
  • Toll on performance
  • Campaigns that require agents to prepare the conversation before talking to customers, such as debt-collection campaigns.
Power
  • Good performance
  • An agent is always available to talk to a customer.
  • More contacts per agent.
  • Agents have some idle time between contacts.
  • In all types of campaigns from customer care follow-up calls to telemarketing.
Predictive
  • Excellent performance.
  • The highest number of contacts per agent.
  • Shorter agent idle times.
  • Must observe compliance with legislation.
  • Optimum results require a higher number of agents.
  • Campaigns where performance is critical, such as first debt-collection attempts or telemarketing.
  • Campaigns that have short calls.
  • Campaigns that have small variations in talk time.
  • Campaigns with short and simple scripts, such as short surveys.

Finding the correct pacing mode for each campaign according to the immediate needs as well as automating and adding intelligence to the dialing process is one of the most important business decision you have to make. Part of the dialing success depends not only on the contact list but also how and when the contacts are made. Moreover, the current competitive marketplace demands that companies increase productivity, maximize revenue, and comply with outbound dialing regulations. A good dialer solution must be able to meet all of these requirements.

Celia Cerdeira

Celia Cerdeira

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