How to evaluate a predictive dialer

If you are pretty new to call center technology and never used a predictive dialer before, this article is for you.

Our previous article Why predictive dialer is better addressed the topics about what is a predictive dialer and why you should use one. In this article, we show you step-by-step instructions on how to evaluate one.

Use Cloud or On-Premise Software?

Please see our previous article: Compare cloud solution vs on-premise solution.

Watch Online Demos

There are a lot of information on this website. If you are new to this technology, the best place to start is the Product Usage Help section. For predictive dialer demos, please see How to Start a Predictive Dialer Campaign.

Test with 30-day free trial on the cloud

Even you are not going to use the cloud service eventually, you can still use the cloud to test the service. You can sign up here.

The rest of this article shows steps to setup the on-premise software

Download and Install the trial software

Click here to download the free trial software. You would need a Windows computer with internet connections.

The trial software has no expiration date but has some limitations. The main one is that there are embedded test message for every phone call. So the trial version is not good to test with your customers. But it is perfectly fine for testing functionalities and call quality.

Configure the software to use your phone service

Voicent software supports almost all SIP trunks, VOIP services, and PBX systems (as long as they support SIP extensions). For more info, please see the section how do i set up Voicent software with my phone service?.

Buy it or lease it

You can simply purchase the products as a one-time payment or lease the software. For pricing info, please see Voicent online store.

Not all options and configurations are available for lease. For details, please see Voicent Lease

Posted in Predictive Dialer |

Compare Cloud solution vs. on-premise solution

Voicent offers both a cloud solution and a on-premise software solution. The software for both solutions are exactly the same. So when should you choose the cloud and when should you choose the on-premise software? The followings are a few key criteria.

Are you calling US and Canada?

Voicent cloud service has a fully integrated phone service. However, it currently only calls US and Canadian phone numbers, or receive incoming calls on US and Canadian phone numbers. So if you have to call customers in other countries, then you have to choose the on-premise solution.

Please note your agent can be anywhere in the world to use our cloud solution, as long as you are calling people in the US and Canada. On our cloud platform, it is also becoming very popular for US businesses to use outsourced sales and support staff in India and Philippines.

Conclusion: If you are calling people in countries other than US and Canada, go for the on-premise solution.

Do you have IT Staff?

One major advantage of the cloud solution is it is really easy to set up. Actually, there is very little setup needed. The moment you sign up and select the needed account features, your call center is ready to go. The most you need to do is download the agent software for each agent, and get a computer headset for each agent.

The on-premise software requires some work to set it up. You would need a decent computer to run the main software. You would also need to connect every agent’s computer to the server. If you want to allow at home agent to work, the network setup could be complicated for none-technical staff. If you have to pay someone to set the software for you, this will make the on-premise software less attractive.

Conclusion: If you have no IT staff, go for the cloud solution.

Do you have a great phone service already?

If you already have a great phone service, especially if you have a large call volume, then choose the on-premise software solution. The software is installed on your own computer and can be configured to use your own telephone service.

The cloud solution has integrated phone service. It cannot use your own telephone service.

Posted in Call Center Software, Predictive Dialer |

Why a predictive dialer is so much better than click-to-call?

For people who never work in a call center before, a predictive dialer is sometimes a little confusing. How does it work and why it is so much better than click to call?

First, let’s take a look at a typical phone call. When you place a call, either manually dialed or click-to-call is used, your phone service will try to connect the call. Normally, it takes a few rings for someone or a machine to answer the call. On average, it probably takes about 25 seconds just to get the call answered. If you want to leave a message on the machine or voice mail, then you have to listen for the prompt and wait for the beep (probably another 10 second). For calls answered by human, depending on your campaign, the talk time may also be pretty short for most conversations.

As you can see, if you dials down a list, most of the time are wasted. If you are a owner of a business, you are basically paying your employees to do an inefficient task.

How does a predictive dialer work?

A predictive dialer automatically dials a call list. When a call is answered by machine, it either skips it or leave a message automatically; when a call is answered by a live human, the call is connect to an agent right away. Though this automated dialing alone is an improvement, however, it does not offer too much improvement for efficiency.

The main advantage of a predictive dialer is that it utilizes multiple lines to call out, so one line is dealing with an answering machine (no human intervention is needed), the other line is connected to a live human. By making calls in parallel automatically, a predictive dialer can easily double or triple your productivity.

How does agent talk to customers?

Agent needs to download a program called Voicent Agent Dashboard, which is basically a soft phone on your computer. A computer headset is need to talk to customers. We recommend a noise canceling USB based headset.

When a call is answered by a live human, the agent will hear a short beep. That means he can start talking. When the call is finished, he simply releases the call. The dialer knows the agent is available again so it will try to make more calls. Comparing with a click to call campaign, a predictive dialer campaign is passive for an agent. He simply sits there, wait for the connection, and then talk. Everything else is handled by the dialer automatically.

In addition to be a soft phone, Voicent Agent Dashboard is also the interface to the built-in CRM. While talking to customers, the agent can take notes, view the engagement history, and update any customer info.

Posted in Predictive Dialer |