6 January 2025, 03:50 PM
Hello everyone! Now I've faced a task that, I think, is relevant for many who are engaged in developing their business, especially if it is related to customer support or active sales. We are talking about automating phone calls, or more precisely, about choosing between progressive and predictive dialers.
If anyone doesn't know, these are two systems that help optimize calls. For example, a progressive dialer works in such a way that calls are made only after the agent has finished the current call. This seems to simplify the process, minimizing dropped calls and helping to maintain a high level of customer service. I think this could be useful in companies where customer experience is paramount, but I am not sure how suitable it is for a business with high call volumes.
On the other hand, a predictive dialer sounds like a more aggressive and scalable system. It uses algorithms to predict when agents will be free and dials several numbers at once. This obviously increases productivity, but as I understand it, there is a risk that some customers may not be answered if the agents are busy.
So I am wondering which of these systems would be better for my business. On one hand, I want to increase the efficiency of the team and reduce downtime, but on the other hand, I do not want to sacrifice the quality of communication with customers. If any of you use such systems or know of good resources where this is explained in detail, please share. I am especially interested in real cases and advice on how to choose the right option. Thanks in advance!
If anyone doesn't know, these are two systems that help optimize calls. For example, a progressive dialer works in such a way that calls are made only after the agent has finished the current call. This seems to simplify the process, minimizing dropped calls and helping to maintain a high level of customer service. I think this could be useful in companies where customer experience is paramount, but I am not sure how suitable it is for a business with high call volumes.
On the other hand, a predictive dialer sounds like a more aggressive and scalable system. It uses algorithms to predict when agents will be free and dials several numbers at once. This obviously increases productivity, but as I understand it, there is a risk that some customers may not be answered if the agents are busy.
So I am wondering which of these systems would be better for my business. On one hand, I want to increase the efficiency of the team and reduce downtime, but on the other hand, I do not want to sacrifice the quality of communication with customers. If any of you use such systems or know of good resources where this is explained in detail, please share. I am especially interested in real cases and advice on how to choose the right option. Thanks in advance!