Predictive dialer immediate connect to customers
Recently we have many questions regarding the initial delays when a predictive call is answered, and whether a power dialer should be used instead. In this article we will show you how to utilize a special mode in our predictive dialer such that all calls are connected immediately.
The initial delay is caused by the system trying to differentiate live answer vs. machine answer. The process is called call progress detection and must be performed in order for the dialer to skip answering machines. Readers who are interested in finding out more about this call progress detection and the initial delay can search our knowledge base online.
In some cases, for example, calling businesses when almost all calls are answered by human or an IVR system, a power dialer is preferred. Basically, the system dials numbers automatically from a call list, all calls are handled by agents. The agent hears the dialing tone, hears call answer, etc. Power dialing is very much like manual dialing, except agents do not need to enter phone numbers to dial.
Voicent offers all types of dialers: auto dialer, predictive dialer, preview or progress (power) dialer. All these dialers are included in our cloud subscription.
Special mode in predictive dialer
If you want calls to be connected immediately, using a special mode of predictive dialer is actually going to work better than power dialer. Here is how to set it up.
When the detection mode is set to “No detection”, there will be no initial delay and all calls are connected immediately. The advantage of this special mode over power dialing is that agents do not hear the initial dialing, and all campaign features like call script and report will be available.