Predictive dialer vs auto dialer — what's the difference?

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What is predictive dialing and how does it work?

Predictive dialing is metrics-based automatic dialing. At its core, it is a software module—a dialer—that calls your contact database, instead of an operator. Unlike standard auto dialers, predictive dialers do not make successive calls. Rather, they use several lines at once and utilize metrics to make calls. To improve prediction accuracy, the program continuously collects data and calculates the:

  • average call time per project;
  • average time spent completing call cards;
  • average time to answer customer calls, and;
  • percentage of calls per project.

These analyses allow you to predict how many contacts to call at one time, so that an operator is available and on the line by the time the client answers. As the program gathers more data, fewer situations will arise where a client answers a call with no available operator. This saves time, both for the employees working these calls and the clients waiting on the line.
Predictive dialer mechanics. The software connects answering clients with available operators, while unanswered calls are sent to an auto-callback list. The dialer will call back as many times as you specify. If you set it to three call attempts at half-hour intervals, and the dialer doesn't reach the client, then that contact is included in software's missed-call statistics

Who is it for?

Predictive dialing solutions are for small call centers and call centers with three or more operators that want to increase productivity by processing more calls (starting at 300 contacts per operator per day). Instead of having operators calling through the database, which wastes time on waiting for an answer and missed calls, the dialer software calls and connects call center employees with answering clients. Operators can make 3–5 times as many calls and transactions in the same number of working hours.

How a Regular Auto Dialer Works

Auto dialers are call center automation tools used to simplify the operator's life. There is no need to dial numbers manually. They systematically dial numbers and connect answered calls to sales managers.

Regular auto dialers systematically dial the numbers in a database and connect sales managers with potential clients. If the client doesn't answer, is busy or is unavailable, the auto dialer calls the next number. Meanwhile, the call center operator is waiting on the other end.

What's the difference between a predictive dialer and an auto dialer?

Predictive dialers are a type of auto dialer that focus on achieving a higher call rate and streamlining call center workflow. They try to reach as many clients as possible by dialing multiple numbers at once and automatically connecting answering clients with the next available call center operators.

Unlike auto dialers, predictive dialers use metrics to predict how many operators will be available at a given time. The predictive dialer connects potential clients who answer the phone with available operators, filters out inactive numbers and answering systems, and calls non-answering clients again.

With a standard auto dialer, you can have only one operator per line. The software calls the database sequentially. So, to increase the number of lines, the call center has to add more sales managers.

A predictive dialer calls several lines at once and connects answering clients with operators who have just completed their conversations. This approach speeds up the calling process by 3–5 times.

What's the difference between a predictive dialer and an auto dialer?

Non-predictive
Auto Dialer Software
How it works
The auto dialer also calls
contacts automatically but does so sequentially. First, it calls one number and, if the client answers, connects them with an operator. If the client does not answer, is busy or is unavailable, the dialer calls the next. The operator is waiting during this time.
Sequential
Number of project lines
1 line = 1 operator
One operator is linked to one line. The program calls sequentially, contact by contact. The administrator must add employees to increase the number of lines.
Number of conversations
per operator per shift
80–200
Automatic line detection
One operator is linked to one line. The program calls sequentially, contact by contact. The administrator must add employees to increase the number of lines.
For
Warm calling
To slowly call a warm base, where every contact is important, the conversation time varies greatly, and there are incoming calls.
It is effective only when calling a warm base, where the manager must process each contact.
Benefits
You get automatic dialing, and sometimes the program can set statuses and tasks itself.
Conclusion
Operators with an auto dialer call the database in sequential mode—contact by contact, which is slower at times. This mode is suitable if you have a small warm base and need to receive incoming calls.
Predictive
Auto Dialer Software
Number of conversations
per operator per shift
300–500
Number of project lines
From 1 to 100+
Selmo calls over several lines at once and connects clients who answer with available operators. Calling is 3–5 times faster.
Automatic line detection
The number of lines in the project is determined automatically, depending on database's contact viability, the number of operators, talk time and post-processing.
For
Cold calling
To quickly call low-contact cold bases with approximately the same conversation duration and without incoming calls.
The team works many times more efficiently, reducing costs and earning you more deals.
The manager does not waste time on useless calls when the contact is unavailable, busy or not answering the phone (which make up to 90% of the contacts in the database). The system filters them out and, if necessary, calls back.
Benefits
The manager is in continuous conversation with clients, without having to wait, call clients or listen to dial tones.
Conclusion
Operators with an auto dialer call the database in sequential mode—contact by contact, which is slower at times. This mode is suitable if you have a small warm base and need to receive incoming calls.
How it works
Selmo uses metrices to predict
how many operators will be free and at what times, then determines the number of contacts to call and at what times. The smart software connects clients who answer with available operators, filters out inactive numbers and answering machines, and calls those clients who didn't answer again.
Predicts

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