Outbound Predictive Dialer

Outbound predictive dialers have been around for many years, and even today there are certain types of calling campaigns that use them effectively. 

Fundamentally, a predictive dialer leverages algorithms that calculate when the next agent will be available and places calls based on those calculations to maintain agent activities at the maximum extent.  Every system has similar calculations (algorithms) that maintain or adhere to a drop call % setting of 3% or less, which is the domestic regulated percent of dropped or abandoned calls.  

The key to a great outbound system is really the ability to control and segment your lists and campaign settings to allow you to target individuals for certain calling times.  Although outbound predictive dialers have been around for a long time, they are not all created equal. 

Considerations when using an Outbound Predictive Dialer

• Verify you have the consent to call cell or voip phones with an automated dialer
• For non-TCPA compliant calls, make sure your system has a separate architecture and meets all TCPA requirements to be compliant
• Speak with your vendor about their predictive algorithm and what head count and record counts you may need to be efficient at it.
• Manage your outbound campaigns and lists effectively to produce results and it starts by making live contacts so make sure you are tracking your answer rates and success rates using real-time dashboards often available through most vendors
• If you have script adherence needs then also check into A-B testing models in your scripting

Understanding compliance in your calling methods is critical.  You also need to fully understand the value of efficiency compared to the customer experience.  

Answering Machine Detection (AMD or PAMD)

Answering machine detection (also known as AMD or PAMD positive answering machine detection) is also not created equal.  AMD uses voice cadence, pauses and other audio signals to determine whether or not there is a live person on the line.  If you want to ensure you have no pause before the introductory “hello,” you need to look for a system that can turn off PAMD.  Although you give up some efficiencies in letting the system handle answering machines, you do eliminate the pause on every call.  Most systems have the ability for an agent to disposition the answering machines and let the call be sent to an outbound IVR to play a prerecorded message.

Outbound Predictive Dialers and TCPA Regulations

If you are dialing predictively in today’s world, you MUST understand your TCPA rules and regulations and ensure if you are calling cell phones or VOIP phones, that you have express written consent.  Please contact us if you want to better understand the technology players in the market that have taken extra steps to ensure they have both TCPA compliant and traditional dialers available.

Outbound Predictive Dialer Software Vendors

There are a quite a few vendors with built in predictive dialers as part of their overall offering.  However, many vendors do not have their own predictive dialing technology, so they may be leveraging 3rd party systems. If your outbound dialer is a critical component of your campaign, you need to be very aware of the options on the market.  Campaign management, predictive algorithms and answering machine detection are the critical pieces, but scripting and data integrations are also important considerations. Don’t go at this search alone. Get a no cost assessment for your needs and take comfort in knowing you don’t have to try to solve this riddle alone.

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