Predictive vs. Auto Dialer – How Do You Choose?
Marketing Head
When I started to write about this topic, I began to wonder, “Isn’t a Predictive dialer also a type of auto dialer?”
It is indeed a type of autodialer. However, predictive dialers are more advanced than typical auto dialers.
This statement will clear the air:
While all predictive dialers are autodialers, not all autodialers have predictive capabilities.
Let us take a moment to define what these dialers are before figuring out their differences.
What Is an Autodialer?
An auto dialer is a software that will automatically dial telephone numbers from a given list. Once the call is answered, the autodialer will connect the call to a person.
It is a sequential process, and calls are made only when an agent is available to take them. This is used for smaller-scale calling, surveys, and leaving messages.
What Is a Predictive Dialer?
A outbound predictive dialer is a software that uses algorithms to predict agent availability and dial multiple numbers simultaneously.
The goal is to improve the efficiency of agents and reduce their idle time by predicting their availability and calling people on the list simultaneously.
Predictive dialers are typically used by contact centers and call centers that are focused on outbound sales and lead generation. This is ideal for large-scale calling.
What Are the Differences Between Predictive and Autodialers?
| Feature | Autodialer | Predictive dialer |
|---|---|---|
| Dialing mechanism | Dials numbers automatically from a list. However, it does one at a time based on agent availability. | Dials multiple numbers simultaneously and uses algorithms to predict when an agent will be available to take the next call. |
| Call connection | It connects the call to an agent as soon as the customer answers. | Connects the call to an agent only when the customer answers. It drops calls or directs the customers to a pre-recorded message if an agent is not available. |
| Call queue management | It simply dials one number after another or sequentially. So, it may not have sophisticated call queue management. | It actively manages a call queue by using algorithms to predict when agents will become available, ensuring that calls are made just in time to be answered by an agent. |
| Agent utilization | Agents will have idle time between calls. The system waits for the agent to become free before dialing the next number. | It completely minimizes or eliminates the idle time. The system predicts when the agent will be available to take calls and provides them with a constant flow of calls. |
| High-volume calling efficiency | As it relies on sequential calling, it is considered to be less efficient. | Highly efficient in handling high-volume calls as it relies on predictive dialing, reducing agent idle times |
| Call abandonment | There is a lower risk of call abandonment as it waits for an agent to be available before making a call. This makes customers generally happy and satisfied. | There is a higher risk of call abandonment if too many calls are placed and not enough agents are available to take the calls. This makes customers generally frustrated and dissatisfied. |
| Use cases | Suitable for smaller campaigns, individual follow-ups, or when agents need more control over calls | Ideal for large-scale campaigns, lead generation, sales campaigns, political campaigns, and debt collections |
| Call quality | Results in higher call quality as agents have more time between calls to prepare and engage. | There is a likelihood of lower call quality due to the fast-paced nature and potential for calls being dropped. |
| Analytics | Simple call analytics like call duration, success rates, and agent performance | Complex call analytics like prediction accuracy, call abandonment rate, and agent utilization. |
| Technology | It requires simple technology as it is focused on sequential dialing. | It relies on sophisticated technology like advanced algorithms and real-time data processing to predict agent availability accurately. |
| Agent experience | It provides a more relaxed pace for agents, allowing them to manage calls more deliberately. | It can be stressful for agents due to the fast-paced nature of work and the constant flow of calls. |
| Flexibility | It can handle different types of calls, including surveys, appointment reminders, and customer service follow-ups. | They are designed for high-volume outbound calling – sales and lead generation. |
| Answering machine detection | It might not be able to distinguish between live answers and machines. | It includes advanced answering machine detection to ensure that agents only receive live calls, reducing wasted time on answering machines. |
How Do You Figure Out What Type of Dialer Is Ideal for You?
To understand this better, we will talk about some use cases where you can use autodialers and use cases where you can use predictive.
Call Volume Use Cases
Let us assume you are a small business, and you participated in a trade show. You had about 600 visitors to your booth.
How do you follow up with them?
Auto dialer would be the right option here as the volume is lower, and you can have meaningful discussions with your visitors.
You are selling your mobile phone plans, and you have bought a huge database of customers from a particular region.
What is the easiest way to reach them?
Predictive would be ideal here, as the number of people to reach is large, and the nature of the offering is simple to explain.
Call Complexity Use Cases
You run a financial advisory firm. You are reaching about 1500 prospects in a month – people who have attended your thought leadership sessions, downloaded literature from your website, or generally expressed some form of interest.
You would be better off using an autodialer. This will allow you to discuss detailed investment options per the customer’s needs and risk appetite.
You are a survey company that is trying to reach a bunch of people in a particular domain on behalf of a research company. You have already prepared a simple and scripted survey for people to respond to within a minute.
Predictive would be ideal here as they can play a pre-recorded message for context before getting people to respond to the survey.
Compliance and Regulation Use Cases
You are a healthcare provider making appointment reminders to your patients.
Auto dialer will be the right option here as it will easily allow you to ensure patient communication regulations.
You are running a political campaign, and you want to reach as many voters as possible within a given time frame.
A predictive will be the go-to option here, as you only have to ensure compliance with Do-Not-Call (DNC) lists.
CRM Use Cases
You are a real estate organization. You are dependent on your past clients for repeat business and references. How do you engage with them?
Autodialer will be the ideal choice for your needs. Your agents can pull the necessary information about your clients, discuss the new property listings with them, and build long-term relationships with them.
You are a SaaS solution provider, and you have 100s of thousands of customers. Your renewals need to be managed proactively. While you communicate about renewals using multiple channels, you also want to contact your customers on the phone.
Predictive will be ideal as this would allow you to reach more subscribers in less time and speak to them about the renewals and possible additional offers.
Fundraising Campaign Use Cases
You run a non-profit organization, and your campaigns depend on large donors. How do you reach them?
Autodialer would be ideal here as it will allow you to have personalized conversations with your large donors and impress them on your campaigns.
You run a political fundraising campaign, and you are looking at raising small sums from multiple donors.
Predictive would be the appropriate option here. Your success here is directly proportional to the number of people you manage to reach here.
Choosing between an autodialer and a predictive is very simple. This article summarizes the differences between them and the use cases where you should choose one over the other.
If your business deals with complex queries and requires paced interactions, autodialer is the way to go, especially if your industry is regulated.
If your business is dependent on reaching a large volume of contacts, and you have the technology to address compliance, then you should look at predictive dialing.
A Forrester study states that autodialers can increase agent productivity by up to 30%, especially in environments where call volume is moderate and agent preparation is crucial.
Predictive can boost productivity by up to 300%, according to Frost & Sullivan.
Choosing one over the other completely depends on your business needs and objectives. The goal is to gain more customers and to have long-lasting relationships with them.
Happy dialing.