Best Predictive Dialer Software & Solutions for 2023

What Is a Predictive Dialer? 

A predictive dialer is an algorithm-based automatic outbound dialer that simultaneously dials the next few numbers on a contact list while the agent is finishing up their current call–transferring agents to live prospects only.

Predictive dialers are a common sales feature of call center software, streamlining campaign management and increasing average agent talk time.

How Does a Predictive Dialer Work?

A predictive dialer works by developing and improving the call pacing algorithm, a calculation that automatically adjusts the dialing speed and number of simultaneous dials according to factors like:

• The current number of available sales reps
• Average call handle time
• Average call center abandonment rate
• Connected:Unconnected call ratio (Number of calls that did/did not connect a prospect and live agent)
• Average downtime between calls
• Average number of outbound calls it takes to connect with a live customer

On-Premise vs Cloud-Based Predictive Dialer

When choosing predictive dialer software providers, decide if an on-premise or cloud-hosted predictive dialer is the right option.

Here is a quick look at the difference between the two:

Predictive Dialers vs Power, Progressive, and Preview Dialers

Predictive dialers are just one of several outbound auto dialing modes, alongside Power, Progressive, and Preview dialers.

Below, we’ll outline the differences between each mode and weigh in on which one best fits your business needs.

Predictive Dialers

Dialing Strategy

• Uses automatic or manual dialer pacing to place the next call(s) while the agent is finishing up the previous one
• Only connects the agent to a live lead

Agent Control

• Agents can pause/adjust dialing pace
• Agents can choose whether or not to leave voicemail messages for unanswered calls

Best For

• Increasing agent talk time and outbound call volume
• Eliminating agent idle time
• Boosting call center productivity levels and improving lead generation process
• Avoiding hiring additional agents

Power Dialers

Dialing Strategy

• Automation software dials the next lead list phone number immediately after the previous call is complete
• Shows agents a CRM pop-up of existing caller data only once the live call is connected

Agent Control

• Available agents can’t choose to skip/accept calls

• Agents can choose whether or not to leave a voicemail message
• Agents have little control over call routing

Best For

• Telemarketing firms where agents rely on call scripts to maximize daily outbound call volume
• Businesses prioritizing lead list penetration over highly personalized customer service

Progressive Dialers

Dialing Strategy

• Shows agents lead data/interaction for a preset amount of time
• Counts down until it automatically places the next call

Agent Control

• Agents cannot choose to skip or accept calls
• Agents cannot control the after-call work time limit (time before the next call is placed)

Best For

• Second outreach attempts where lead qualification and filtering is the primary goal
• Teams that need to provide a moderate level of personalization, but can’t spend too much time on each call

Preview Dialers

Dialing Strategy

• Automatically displays prior caller ID, interaction notes, and data–allowing agents to review the call history at their own pace before hitting the “dial” button

Agent Control

• Highest level of agent control
• Agent indicates when they’re ready to start the dialing process for the next phone number
• Agent decides whether to skip or accept calls when using a power automated dialer

Best For

• Larger order follow-ups and/or closing sales calls requiring personalized, data-driven agent:customer communication
• Customer service/tech support calls that require agents to review tickets and agent notes regarding prior support interactions

Predictive Dialer Key Features

Whether you opt for an on-site or cloud-based predictive dialer system, look for top predictive dialer features and functionality like:

• List Management And Lead Filtering: Lets admins create, monitor, update, tag/label, and work through multiple call lists at the same time, adding a unique workflow to each (add automated SMS messages, enable outbound IVR, provide automated customer callbacks, etc.)
• Call Disposition Codes: Allows agents to select one of several preset “codes” based on the customer’s response or call outcome
• Adjustable Pacing: Admins can manually adjust the dialing rate to reduce agent workload, or switch up the number of simultaneous calls
• CRM Integration: Allows users to access their existing Customer Relationship Management (CRM) and additional business communication tools directly within the predictive dialer interface–no app switching required
• Answering Machine Detection: Determines if an outbound dialer is being transferred to a voicemail box or a live person
• DNC Management: Automatically filters out lead lists and customer phone numbers that are registered with the Do Not Call database
• Local Presence: Includes local virtual phone numbers that create a local presence in the areas where your target markets live
• Agent Assist and Call Scripts: Searchable/automatic call script database with automated agent assistance pulled from the integrated internal knowledge base data
• Voice Broadcasts: Automatically send mass pre-recorded messages to all the numbers on a campaign list (also called voicemail drop)
• Call Monitoring: Call monitoring lets managers listen in on real-time calls, speak to the agent via call whisper, or use call barge to take over calls
• Call Recording: Records and often transcribes inbound calls and outbound calls
• Call Metrics and Analytics: Real-time/historical analytics with template-based and custom call center KPIs offer insight into customer behavior, agent productivity, peak call times, agent performance, etc.

Benefits of Predictive Dialers

Below, we’ll examine the top predictive dialer benefits.

• Lower Operating Costs: Significantly decrease call center operating costs by eliminating the need to hire additional agents to boost outbound dialing rates, lowers the average cost per contact
• Increased Sales and Productivity: Simplifies the dialing system and automates time wasters like manual dialing and post-call data entry for outbound campaigns
• Decreased Agent Turnover: Eliminates tedious work tasks like manually dialing numbers, filtering out busy signals and unanswered calls, uses automated CRM CTI screen pops and in-call Agent Assist, automates follow-ups and post-call work
• Improved Lead List Management: Streamlines call center management and increases contact rates by ensuring quality leads are followed up with, tracked and updated
• Scalability and Flexibility: Tiered, pay-as-you-go pricing models ensure call centers only pay for the features they need–never the ones they don’t
• Automated TCPA (Telephone Consumer Protection Act) and Regulatory Compliance: Automatically updates Do Not Call Lists, and regularly updates and maintains TCPA compliance documentation for your phone system

Predictive Dialer Software Use Cases

Though best known for their benefits to telemarketing firms, additional popular predictive dialing software use cases include:

• Software/IT: Proactive customer support outreach, product update notifications, contract renewal, data breach management/notification
• Sales: Automated upselling and cross-selling opportunities, confirming/updating customer contact information
• Political Campaigns/Nonprofits: Collecting donations, providing polling/election information, playing pre-recorded candidate statements/information, event invitations, thank-you phone calls
• Customer Service: Appointment reminders/confirmation, payment reminders, automated customer experience surveys and feedback
• Banking: Bill payment reminders, account balance updates, fraud detection alerts, loan applications, debt collection
• Healthcare: Appointment reminders/scheduling, follow-up appointments, insurance processing, medication updates and reminders, patient information collection and verification

Limitations of Predictive Dialer Software

Though predictive dialer software can greatly increase daily call output volume, average talk time, and sales revenue, potential limitations include:

• Lack of Personalization: Live agents can’t always review caller history/CRM data before speaking with a lead, meaning a lack of personalized, skill-based customer service.
• Increased agent burnout: Constant, repetitive sales calls with virtually no prep time leads to sales team burnout and high agent turnover rates
• Dialer algorithm isn’t always perfect: Software may incorrectly detect a voicemail box or transfer leads to an unavailable agent
• Customer frustration: Lack of agent prep time may lead to negative customer interactions, frustrated customers, and hang ups

FAQs

Below, we’ve answered the top predictive dialer FAQs.