By Abhijit Phadke
Predictive dialers are considered better and more advanced versions of power dialers. This article compares the two of them.
What are power dialers?
Power dialers are auto-dialers that automate the process of dialing a set of numbers from a list, and once these calls are picked up by a person, the dialer immediately connects that call to the free agents, who can then speak to the person.
What is a predictive dialer?A predictive dialer software is more advanced. It is able to mathematically calculate when an agent is likely to become free to the next call, and also when the next dialed number is likely to be picked up by a person. Because of this ability to predict the timing beforehand, a predictive dialer can start initiating calls to new numbers, even while all the agents are still busy speaking to people on their earlier calls. Due to this a lot of time can be saved, resulting in increased productivity.
So to summarize, the main difference between power dialers and predictive dialers is that in power dialing a fresh call is started only when an agent finishes the earlier call and becomes free to take the next call, while predictive dialers start dialing before the agent actually becomes free.
I did a quantitative analysis, to calculate the increase in productivity because of predictive dialers.
In a test scenario that assumes an average talk-time of 4 minutes for each call, and an average call connect time of 2 minutes, the number of calls that can be made using predictive dialers are 50% more compared to power dialers. Here's the graph of that analysis.
As can be seen from the graph above, the difference between predictive and power dialers becomes more pronounced in larger settings, when the number of call center agents is on the higher side.