Most cloud telephony or outbound contact center solutions will give you a choice of dialing options. This will mean selecting either manual dialers/ preview dialers/ power dialers, aka, progressive dialers or power dialers. What you choose will depend upon how many agents you have available, how good your data is, and what your priorities are.
When your call lists are small, you generally choose manual dialing or preview dialers. But when your call lists are large, making up your mind on whether to use a predictive or power dialer is often confusing. So we put together all the differences between the two on this single infographic.
Basic difference: Power dialers are less complicated.
Predictive dialer: A predictive dialer dials numbers from a database based on a mathematical estimation of agent availability. The estimations are based on factors like the number of agents available, average talk time, etc.
Predictive dialer dials multiple phone numbers per agent.
Power dialer: In contrast, a power dialer dials one number after another sequentially for each agent available. There are no complicated mathematical predictions.
It dials one phone numbers per agent. (If you make a 1:1 dialing ratio in predictive dialer, it becomes a power dialer).
Productivity: Predictive dialers are more efficient.
Predictive dialer: A predictive dialer prioritizes agent’s time. It lowers agent idle time and increases productivity, that is, agent talk time. You can expect it to give an 80% or higher agent efficiency. This is because the next number is dialled even before the agent finishes the call they’re on. This leads to Predictive Dialer campaigns being completed faster.
Power dialer: A progressive, aka, power dialer, is also efficient, giving about 60% or higher agent productivity, but it isn’t as efficient as a predictive dialer in prioritizing agent time. This is because the next phone number is dialed only after the agent completes a call. This means that Power dialer campaigns take longer to complete than predictive dialer campaigns.
Call Quality: Power Dialers give better CX.
Predictive dialer: In a predictive dialer, agents are connected after a callee answers the call. This means that your customer or prospect may hear an awkward silence, a ringing tone or hold music until the agent connects. This could annoy them, and/or cause them to disconnect.
Power dialer: A power dialer connects the agent before the call connects. This means that your customer/prospect hears the agent as soon as they answer.
Training: Predictive Dialers need training to perfect
Predictive Dialer: Predictive dialers are more complicated. The manager/administrator needs to learn how to tweak many more settings like dial rate to get best results.
Power dialer: A power dialer is based on a straightforward concept, is easy to use and needs no learning/training to use.
Compliance: Power dialers are a safer bet when compliance is an issue
In many countries, you need to be wary of compliance while using your dialer. For example, in the US, if your dropped calls are geater than 3% it could invite a heavy fine. When you use your ppredicitve dailer you need to keep adjusting your call artios to ensure you stay within the dropped call limits.
Leaving voicemail: Power dialer gives you the option
In the United States, more than 30% outbound calls reach the prospects answering machine or voice mail. While Power dialers have options to leave a message, Predictive dialers do not. This is because all calls connected to answering machines are automatically dropped by Predictive Dialers.
When to choose Power dialers vs Predictive dialers?
No dialer can be called better or worse than the other, Each has their particular strengths. Choose which dialer to use, based on these 5 criteria:
- Data quality: When data quality is low (for example when it is sourced from a 3rd party), and your connect ratio is expected to be 20-30% or lower,choose a predictive dialer. When Data quality is high, that is a 50% or higher connect ration, choose a power dialer.
- Size of your Call List: Predictive dialers are recommended for 1000+ calls per day. Or when you need to make 300+ calls per agent, per day. Power Dialers are used for medium-large call lists. Use them when you need to make 100-900 calls per day. Or when you need to make 100-250 calls per agent, per day.
- Your priority: When agent time or agent productivity is a priority, use Predictive Dialers. When you don’t have dedicated agents to make calls, for example, you can use predictive dialers. When customer experience is a priority, use power dialers.
- Product Value: When your product value is low, the value of each call is consequently lower, therefore, it makes sense to use Predictive Dialers. When the product value is relatively higher, I recommend, power dialers.
KOOKOO allows 5 dialing modes including Predictive dialers, Power Dialers, IVR dialers, Preview dialer, and Manual dialers from within its contact center software. Hope this infographic and article help you make an informed choice of which to use when.