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Rise of the Robots – Outbound Dialing Part 5

robo-dialing

If preview dialing is slow and methodical, and predictive dialing is dialing on steroids, you have to wonder how to characterize auto dialing.

To be clear, here we’re discussing auto dialing that doesn’t involve predictive dialing. That’s a special case of an auto dialer that attempts to connect agents to calls as soon as possible. There are cases where you don’t want to involve an agent, or only in certain cases. You may need an auto dialer.

An auto dialer is usually used in three cases:

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The Power of Prediction – Outbound Dialing Part 3: Predictive Dialing

call center agents with predictive dialer

If your goal is to keep your call center as busy as possible, and you have plenty of leads, lines and agents, then predictive dialing may be right for you. Many people confuse predictive dialing with power dialing, but they are different. Power dialing is usually the straightforward dialing of X number of calls for every agent currently waiting for a call. It’s an unsophisticated approach that’s easy to implement, so it is widely available.
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