Predictive Dialing: A Matter of Software?

With the growing diversity of predictive dialing systems, many call centers and virtual office receptionists decide to put together their call center services through custom installation. They use their IT professionals to integrate predictive dialers with agent desktops and dialogic boards. Even if these systems are not universal, they have become a perfect alternative to costly systems for many companies. They prove that predictive dialing has become more flexible and adjustable, but it is still complex and extremely functional software.

The Good and the Bad: Is the Success of Predictive Dialing in the Software Used?

Really, predictive dialing is software, both by its definition and designation. For many years, predictive dialer manufacturers fought against their competitors, trying to produce the most sophisticated and multi-task software. At that time, having a more complex predictive dialing algorithm or offering speedy answer could readily become a reliable source of call centers’ competitive advantage. Predictive dialer manufacturers fought for specific features, not for the quality of unified solutions, as far as call centers and virtual office receptionists usually needed great power and technological capacity to run those software systems.

Today, the situation has definitely changed, and call centers and virtual office receptionists seek greater staff and technological flexibility. Call centers want to optimize their inbound and outbound operations. They want to have their software applications linked into a single, coherent operational system that includes computers, switchers, voice and dialer systems.

The logic is simple: if predictive dialing is merely software and present-day call centers have technologies and staff to run these systems smoothly, there seems to be no reason why these systems should not be part of their applications and operations. The basic question is in what call centers can do to choose the most appropriate predictive dialer and how to ensure that the desired application fits in their inbound and outbound server platforms.

When buying your first predictive dialer, the first thing to think of is integration: do you have enough capacity or are you sure that the predictive dialing system you purchase can be further integrated into the software and hardware systems you already have in place? Consider each and every piece of call center software you already have and make sure everything fits in your systems and meets your needs.

The essence of any call center is creating a coherent union of data and voice, with the goal of providing callers with superior quality servicing. This is why the issue of integration is so important for any call center considering an opportunity to purchase predictive dialing applications. Today’s call centers and virtual office receptionists have greater control over their technologies, and all software and hardware solutions available to them should work in agreement, to allow for greater efficiency and productivity.

Integration is also important, since resource efficiency has become one of the top business and organizational priorities in the call center industry. With so many technologies currently in the market, the risks of inefficient resource use become extremely high. Companies may spend thousands on technologies that they don’t really need, and integration is usually one of the fundamental criteria of efficiency and quality in the call center industry.

Even smaller call centers can benefit from predictive dialing technologies, if they choose and use them properly.

Small call center businesses can choose one of the three following options:

  1. Buy the basis for building a computer and telecom system;
  2. Seek a well-integrated, complex telecom solution that combines the features of PC, LANs, phone systems and dialing processors; or
  3. Turn the predictive dialing application into the central component of their telecom systems.

Which option to choose depends on many factors. Call centers, regardless of their size, can also use preview dialing, which enables call center agents to review the contact data before they make the call. However, the future of predictive dialing depends mainly on the extent to which it can be integrated with the existing and new call center systems. Predictive dialer manufacturers should also look into the future and anticipate possible integration challenges that call centers and virtual office receptionists may face in the nearest future. Even then, one thing cannot be denied: predictive dialing has already become an essential ingredient of most call center operations. This being said, predictive dialing is likely to remain a definitive feature of call centers’ development in the nearest decade.