Predictive dialers used to be and still are one of the best tools a call center has at their disposal. They could dial multiple phone numbers and direct calls that actually resulted in an answer to the next available line to handle them. They help businesses save an enormous amount of time: Instead of having a representative sit there and physically dial each number until they find one willing to answer, a predictive dialer could dial multiple numbers in a short amount of time and connect the good ones. with any of the representatives was free. Simple, right? The thing is, there are some pros and cons to using a predictive dialer, and some definite pros and cons that businesses need to follow.

First, understand that there are different types of predictive dialing systems. Some may be integrated into your pbx system while others may operate independently. Choosing the right predictive dialer can be challenging and requires a thorough understanding of your calling process and business and regulatory requirements. Your job is to make sure you get the right features and legal compliance you need. Predictive dialers have been associated with many “spam phone calls” so there are laws in place to limit what they can and cannot do. These laws had evolved over the past decade trying to keep up with the latest challenges presented by rapidly evolving communication technology.

Next, don’t confuse actual predictive dialers with automatic dialers or messaging systems. Auto dialers and message relay systems are, in essence, capable of automatically dialing calls, often in conjunction with voicemail detection, while full predictive dialer actually performs calculations based on the number of lines available, the odds of connecting with a living person, and how long usually. you need a representative to take and complete a call. Most VoIP service providers that offer this service also allow you to cross-reference calling lists with the national Do Not Call registry, to help businesses comply with Do Not Call laws.

Then limit the number of abandoned calls that result from a predictive dialer. An abandoned call occurs when a predictive dialer connects to a person and there is no representative available to take the call. Needless to say, the person isn’t going to stay on the line, so they hang up. Under federal regulations, businesses cannot have more than three percent of their predictive dialing calls as a result of abandoned calls. However, that three percent is quite a large number, and companies should always strive to have as few abandoned calls as possible. Every abandoned call is a potentially alienated customer.

Lastly, don’t rely on a predictive dialer to call a valuable lead. Things like that should always be handled by a real representative. Predictive and automatic dialers have been in use for so long that most people are conditioned to spot them (usually with a click, pause, or recording prompting them to wait for the next available representative) and then hang up. Don’t risk alienating a key lead, no matter how good your dialer is, have a live person call you.

Predictive dialers have an important place in any call center. The good ones can drastically reduce the amount of time reps spend dialing just to hang up, they can automate call logs, and they can predict how and when certain calls will end. They are certainly worth using, as long as companies know what they are getting into.