Video: The Different Types of Dialler Explained

Ben Booth at MaxContact defines the different types of dialler and explains what each should be used for.

What Are the Different Types of Dialler and What Should Each Be Used For?

So there are three types of dialler that we traditionally see.

There is predictive dialling, progressive and power is the same, it has two names in the industry, and preview dialling.

So typically, you use predictive dialling in a low-connect-rate environment where you’re not expecting as many answers. So typically, less than 20%, and that allows you to increase the efficiency of the agent by reducing the average wait time between calls and introducing technologies.

Progressive and power, as it is known, is similar, but it tends to be restricted to a 1-to-1 line ratio. So it is usually fully compliant, and it allows you to have a cross between the predictive and the preview where you still need some of the efficiencies, but not as much of the performance.

And that’s typically stored in either low-connect-rate B2B environments or where the data is of higher value.

And that then leads us on to preview dialling, which is seen as normally B2B or very high value data whereby the record or information pops up to the agent and it places almost a manual dial for that agent.

So, all it does is remove the need to type the number in and press go and speeds up productivity slightly.

If you are looking for more great video insights from the experts, check these out these videos next:

• What Is Customer Experience (CX)?
• How to Target the Feelings That Drive Customer Behaviours
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Author: Ben Booth
Reviewed by: Robyn Coppell