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Predictive Dialer and outbound IVR

Predictive dialer can be termed as smart auto-dialer.  Auto dialer dial out telephone number and handover or transfer the call to human agent in a call center.  Once the dialed number answers, the call agent or telemarketer starts speaking as per the outbound call center function.

Now there can be many situations where the process as described above may not go as expected. For example,

1. The dialed number may be busy. In that case, call agent will hear busy tone and disconnects wasting precious time of the call agent who is paid by the hour.

2. The dialed number simply does no reply. Poor call agent will listen the dialed number ringing and listening it over! Wasting precious time as well as patience.Though now a days, the dialed number may play a hit number of the season thanks to CRBT ( Caller Ring Back Tone), but that is not why a call agent is employed.

3. The dialed number turns out to be a FAX or a voice mail! Another miss!

4. The dialed number simply choose to disconnect the call. Yes, if the dialed number is a mobile number, they can disconnect a call and it was not possible for land line number though! Another miss by call agent!

5. What if auto-dialer dials out a number successfully, but no call agent to take to call ? This time the cursing will come from the dialed number.

6. With NDNC ( National Do Not Call) registry in place in almost every country ( even in India) in the world by now, one can not dial out to any telephone number! What happens if the dialed number is listed NDNC ? Hefty fine as well as few curse from the dialed number.

Predictive dialer tries to solve all the above problems! This obviously will increase call time by call agents or tele-marketer in a call center manifold! This will increase efficiency as well as profitability of the call center.

So, predictive dialer is the smart auto-dialer which can increase agent talk time thereby increasing productivity as well as efficiency. It allows higher utilization of resources in call center and higher profit.

Now, how about an IVR system for smart auto dialing job ? have a look at the call flow attached below :-

IVR as Smart Auto Dialer or Predictive dialer

IVR as Smart Auto Dialer or Predictive dialer

I am pretty sure this ( outbound IVR) can replace traditional predictive dialer or auto dialer which will be much cheaper, feature rich as well as scalable.

Few enhancements:-
1. Once call is connected, it can announce to the caller in the sweetest voice possible, what is the call is about and ask if s/he is interested to know more and then transfer the call to telemarketer or call agent. I am sure it will screen dialed person and increase conversion ratio!
2. Outbound IVR as predictive dialer can also get feedback.

Finally, I would say, it is time for you to switch to outbound IVR from your predictive dialer. Or, if you were a call center owner and wanted to have a predictive dialer, re-think and seriously evaluate outbound IVR. you may contact me. 🙂

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{ 7 comments… add one }
  • Ed - The Auto Dialer Guy July 24, 2011, 1:31 pm

    I agree. IVR is the best way to go. If you want to use the best technology available these days, you should switch to IVR.

  • Ravinder Singh January 4, 2012, 6:20 pm

    Dear sir,
    Please provide information regarding out bond voip IVR for international calling.

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