Predictive Dialer vs. Power Dialer


If you are a sales agent who has realized the value of using a dialer over manually calling your leads, you have most likely done some research to see what is out there. You have probably come across the terms predictive dialer and power dialer and may be wondering what sets them apart and which is best for your use. There is no point in implementing a system you do not understand or that may not be ideal for your business model.

Predictive dialing is a system of outbound calling that dials without an agent on the line. The dialer places numerous calls simultaneously and, when a live answer is detected, it automatically transfers the call to an available agent. This dialer is predictive because it anticipates when the next agent will be available and when the next live answer will be detected. It is all predicted based on calling patterns it observes.

Predictive dialers work best for call center environments where there are multiple agents available to take calls. There need to be agents available for the dialer to transfer a call to in order to avoid dropping calls, which count towards the abandonment rate. If there are not enough agents available for calls to be routed to, the allowed abandonment rate of 3% can potentially be surpassed, which would be a violation of federal laws.

Power dialing is also outbound calling but, unlike predictive dialers, the agent is already on the line. The agent begins the calling session and, when a live answer is detected, the call is patched through to the agent. There is no transferring of calls because, in this case, the agent is already live on the phone.

Power dialers are great for single-agent scenarios or in a remote-agent environment as it is not necessary to have multiple agents standing by for calls to be transferred to. In general, the abandonment rate does not come into play as the majority of power dialers dial on one line at a time, so dropped calls happen infrequently.  A single-line power dialer makes 75-80 calls per hour.

Mojo Sales Engine incorporates a triple-line power dialer with lead management software; unlike standard single-line power dialers, it allows users to make 250-300 calls per hour while protecting callers from surpassing the allowed abandonment rate.

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Member Since: 08/24/2009

Company: Mojo Selling Solutions

Industry: Technology

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