“Auto dialer can increase talk times of agents by as much as 200–300% compared to manual dialing.” This isn’t just a theoretical number, but rather a real insight from the industry leaders. Source 

The choice between a predictive dialer vs auto dialer can be the difference between soaring success and missed opportunities. Through this blog, we will be understanding the predictive dialer vs auto dialer solutions, their benefits, and their weaknesses. Also, we are going to equip you with the knowledge to choose the right dialer for your needs. 

Here we go! 

What is an Auto Dialer?

As the term suggests, it is an automatic calling software or tool that eliminates the need for manual call dialing, thus easing the life of call center agents. An automatic dialer systematically dials phone numbers from a list of leads and connects the answered calls with available agents.  

Before launching a campaign, the agent needs to upload a list of prospects in the auto-dialer software. Then the ‘Dial Rate Per Agent’ is manually set up like 1:1 or 3:1 which means 1 number per agent and 3 numbers per agent. Then the phone numbers are dialed sequentially by the software and it connects the answered calls with the available agent. Auto dialers are capable of detecting disconnected numbers, busy signals, voicemails, and unanswered phone calls. 

What is Predictive Dialer?

It is a type of auto-dialer that primarily aims at a higher calling rate by connecting with the maximum number of leads. A predictive dialer achieves this by initiating multiple calls simultaneously and directing answered calls to the available agents. 

This type of dialer makes use of Artificial Intelligence (AI) to predict the availability of the agent based on the number of available agents, the average duration of the calls, the call abandonment rate, and various other real-time stats. 

Predictive dialers automatically dial a phone number even before the current call gets completed. This means that the agent can immediately move from one call to another, without wasting any time in-between. These dialers are a more evolved and sophisticated version of the traditional dialers as they make use of AI for their work. 

Just like an auto dialer, the predictive dialer can also detect disconnected numbers, voicemails, answering machines, busy signals, and unanswered numbers.

Predictive Dialer vs Auto Dialer: 7 Key Differences

This section chalks out the key differences between predictive dialer vs auto dialer. Have a look:

Benefits of Automatic Dialer

The manual way of call dialing is a daunting task and consumes too much time for the agents. With auto-dialers, the dialing process became automated and helped agents focus more on interacting with customers. Overall, auto-dialers can benefit businesses through:

• Increased call connection rates
• Reduced idle time for agents and increased talk time
• Enhanced productivity and efficiency of agents
• Reduced call center operating costs
• Distributes calls between available agents
• Offers call waiting
• Sends a recorded message when voicemails pick up calls

Weaknesses of Auto Dialer

• It does not verify the availability of the agent, leading to dropped calls. 
• There’s a brief waiting time before the call is connected to agents which could annoy customers
• It requires multiple outbound calling agents for optimal working 
• It may fail to correctly detect answering machines

Features and Benefits of Predictive Dialer

According to a report by Grand View Research, the global predictive dialer software market is expected to reach USD 12.2 billion by 2028, with the market size valued at USD 1.03 billion in 2020.

Predictive dialers come with a variety of features and benefits to enhance the efficiency of call centers as well as boost the productivity of agents. 

Features of Predictive Dialers

1. Call Routing
2. Predictive Algorithms
3. Call Monitoring
4. CRM Integration
5. Analytics and Reporting

Predictive Dialer Benefits

The traditional service level benchmark in contact centers is to answer 80% of calls in 20 seconds. Source

Predictive dialers offer all the benefits provided by auto dialers. However, it offers some additional benefits also. Let’s go through the main benefits of the predictive dialer:

Improved Agent Productivity

Dialing one number at a time keeps agents utilized for around 40 minutes per hour, while predictive dialing can increase utilization to 57 minutes per hour. Source

Predictive dialers primarily focus on optimizing the dialing pace, reducing idle time for agents in between calls. Agents spend more time conversing with the clients to resolve their issues. Consequently, agents are able to handle a larger volume of support tickets, improving their overall productivity. This is highly useful in handling customer support in call centers. 

Higher Connection Rates

A predictive dialer takes into consideration the historical data and the current availability of the agent to optimize call pace. The system dials phone numbers only when the agents are likely to finish their ongoing calls. This results in a constant stream of answered calls leading to higher connection rates. 

Scalability

During dynamic marketing campaigns, a predictive dialer adjusts the dialing rate automatically. During peak, the dialer accelerates the dialing pace to ensure that agents are consistently engaged with potential clients. Likewise, during slow periods, it reduces the dialing pace to maintain smooth operations. 

Cost Savings

A predictive dialer increases the number of queries agents can handle within the same time frame. This increase in efficiency leads to a reduction in lower labor costs per customer interaction. With this, the overall operational expense of the company also gets reduced. 

Call Monitoring and Analysis

Predictive dialers make it easy to monitor outbound calling campaigns. It provides different useful metrics related to outbound calls such as the number of calls generated, the average call duration, etc. These insights help supervisors in monitoring the performance of the campaigns as well as the agents. 

Weaknesses of a Predictive Dialer

• Agents must have the ability to promptly handle the calls one after the other
• In case the customer representative takes too much time to connect then it may lead to abandonment of the call. 
• Its efficiency increases in larger campaigns because of the availability of more data for the algorithm to learn better. 
• It’s highly dependent on the algorithm. So if the algorithm malfunctions, then it may create serious risks for the business. 

Auto Dialer vs Predictive Dialer: Ideal Use Cases

Automatic Dialer Use Case

1. Conducting Customer Surveys

Suppose a market research firm makes use of an autodialer to execute a customer satisfaction survey. The auto dialer software system dials the numbers from the list and prompts the customers to participate in the survey. This streamlines the process of data collection along with a higher number of completed surveys within a shorter timeframe. 

2. Appointment Reminders

A healthcare provider can send appointment reminders to patients using an auto dialer. The software system can automatically call patients to remind them about the upcoming appointment schedule. This leads to reduced no-show rates and adds efficiency to the overall scheduling process. 

Predictive Dialer Use Case

1. Subscription Renewals and Upselling

A subscription-based service provider can use a predictive dialer to remind customers about renewals and upsell its services. As the dialer optimizes the productivity of the agents, they can engage with the clients more effectively. 

2. Fundraising Campaign

Suppose a non-profit organization uses a predictive dialer for its fundraising campaign. The dialer dynamically connects the calls with available agents. It also optimizes the call pace, thus maximizing the engagement of the donors, resulting in increased donations. 

Which Businesses Benefit Most From Predictive Dialers?

Predictive dialers perform best for organizations with a larger volume of outbound calls. Typically mid-sized and large businesses with a solid team of customer support agents can get the desired outcome from predictive dialers. 

There are 2 reasons for this. The first one is because the dialer makes use of AI-based algorithms, the more data it has to learn from, the better it will perform. The second reason is that predictive dialers can initiate multiple active calls simultaneously, so you need a good number of agents to handle those calls. Otherwise, the chances of facing dropped calls would be high.

Some industries and businesses that can find significant advantages by using predictive dialers include sales and telemarketing companies, customer support centers, Market Research Companies, and Appointment-based businesses. 

Which Businesses Benefit Most From Auto Dialers?

Automatic dialers are best suitable for companies with a lesser number of agents and campaigns with small contact lists. This is because auto-dialers help agents focus on the conversations rather than worrying about the calls in the queue. This works best for small-sized teams and campaigns. 

Auto Dialer vs Predictive Dialer: How to Choose?

Consider these 3 aspects if you want to choose the best dialer for your business i.e. predictive dialer vs auto dialer. 

Understand your Objective: What did you want to achieve through your sales campaign? If it is about delivering more personalized interactions with customers, then auto dialer is the way to go. However, for campaigns that need to be conducted swiftly for a mass audience, predictive dialers better fit it. 

Consider the Size of Your Business: This is one of the most crucial factors in the debate of predictive dialer vs auto dialer. We have already mentioned that auto-dialers are more suitable for small-sized teams. On the contrary, predictive dialers are ideal for large-scale teams. 

Consider the Size of Your Customer Base: Businesses with small customer bases can benefit from auto-dialers as they focus on quality conversations and engagement. Companies with large customer bases can benefit from predictive dialers as the software can handle a large volume of outbound calls in a given timeframe. 

Dialers are often a part of VoIP phone systems. So if you are choosing a VoIP phone system with a dialer, then ensure the below-mentioned points:

• Go for a trial before finalizing a dialer. Make sure it is intuitive and easy to use. 
• Select a vendor that has an established reputation in the market to ensure receiving reliable service. 
• Ask for the customer support policy of the vendor so that you have expert assistance whenever required. 

Top 5 Auto Dialer vs Predictive Dialer: Comparison

The following table presents a comparison of the top 5 software offering both automatic and predictive dialing.

Optimal Outbound Calling Strategies for Your Business

Even when you have decided upon the best dialer between predictive dialer vs auto dialer, some proven strategies can help you optimize outbound calls for your business. 

Customized Scripts

Sales scripts establish the purpose behind your outbound calls. However, relying entirely upon such scripts can cause damage to your business. You can avoid this situation by training your sales and support teams to utilize data from CRM systems and personalize scripts for every call. So matter which dialer your team uses between predictive dialer vs auto dialer, customized scripts can add additional value. 

Use Different Channels for Awareness Campaigns

There’s always a section of customers who don’t attend telemarketing calls. So how do you reach them? Leverage email, SMS and chat to extend your outreach rather than relying only on a cold calling approach. 

Analyze and Scale your Call Center Operations

Analyze your call-related data such as the number of calls per day, average call handling time, and, employee performance, etc. Through this data, you can gauge the required number of support agents for effectively achieving your business goals. 

Conclusion

So it all boils down to this question – Which dialer leads to more sales? Which dialer is more beneficial for your business? Both the Auto Dialer vs Predictive Dialer technologies can add immense value to businesses by automating call operations. 

However, it is crucial to consider the unique features and benefits offered by each dialer. If your business calling needs are straightforward then Auto Dialer is the right choice. On the other hand, if your need is to optimize your call center operations and outreach efforts, then Predictive Dialers are great for you. Ultimately, your choice of auto dialer vs predictive dialer will depend upon your business requirements and goals. 

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What is a Mobile SIP Dialer?

It is a mobile application using which VoIP calls can be made. Users can use this application on a mobile device such as a smartphone or tablet. Here the role of SIP i.e. Session Initiation Protocol is to initiate, maintain and terminate VoIP calls. 

Data packets are sent between the caller and the recipient using the internet which makes it suitable for making long-distance calls at lesser costs. 

It enables VoIP Service providers to offer feature-rich calling services along with various other features such as instant messaging, mobile recharge, and value-added services to name a few.  

How End Users Make Calls Using a Mobile Dialer?

In order to make calls using a mobile dialer, a user needs to download the application from the service provider’s website or Google Play/App Store. Users can sign up using their mobile number, which is the operator code or any other code provided by their service provider. There are two ways of making calls using a mobile dialer by any end-user.

• App-to-App Calls

With a mobile dialer application, users can make calls to other users who are on the same platform, which means they must be using the same app. Usually, app-to-app calls are free but users need an active internet connection for the same, which can be a 3G, 4G, or WiFi Connection.

• App to GSM Calls

Mobile SIP Dialer is an excellent application to make calls to landlines and GSM mobile phones. However, these calls are not free and require a calling balance which is provided by the service provider. VoIP Calls are much cheaper compared to regular GSM calls.

Benefits of Using a Mobile SIP Dialer in VoIP Business

• Mobility

With just an internet connection, VoIP calls can be made and received when using a mobile SIP dialer. This is one of the biggest advantages as VoIP businesses enjoy more flexibility and can be more responsive to the specific requirements of their clients. Obviously, this results in enhanced satisfaction among customers. 

• Enhanced Quality of Calls

Clarity of calls plays a crucial role in the performance of a business and mobile SIP dialers ensure high call quality by implementing the latest audio and video codecs. 

• Cost-effectiveness

When compared with the calls made through conventional telephone systems, VoIP calls made via mobile SIP dialers appear to be more pocket-friendly. This is particularly beneficial in cases of calls that are made over international borders or long distances. For businesses, it can be a significant amount of savings on their telecommunication costs as they generally have a higher number of calls per day. 

• Effective Security

Besides all other points, it is important for every VoIP business to ensure the privacy of customer data by protecting all sensitive information. Mobile SIP dialers ensure that any type of interception does not happen by implementing robust encryption techniques. 

Security and Privacy Considerations for Mobile SIP Dialers

• Encryption

This is a powerful security mechanism that ensures that call data remains protected from intruders and is not intercepted. 

• Firewall

A Firewall offers a strong protective layer to your VoIP system from hackers and attackers. It makes sure that only authorized traffic passes through the network. 

• Authentication

The mobile SIP dialer must have a foolproof authentication mechanism such as 2FA. This is critical to prevent unauthorized access. 

• Secure Network

Public networks such as open WiFi connections are never safe and can let potential attackers get access to your data. It is advisable to always connect with a secure network. 

• Timely Updates

Installation of the latest patches and updates should be done on a timely basis to ensure that attackers are not able to leverage vulnerabilities.   

Purchase Options of Mobile SIP Dialer for VoIP Service Providers

There are two ways by which mobile dialers can be deployed in a VoIP business – Hosted and Licensed Models.

• Hosted Dialer

A hosted dialer is a type of solution availed by VoIP service providers on a rental basis. Here, as a service provider, you need not buy the software but can take the same on a monthly rental basis. If you have budget constrain, you will find this option best.

• Licensed Dialer

In a licensed model, service providers usually need to buy the mobile VoIP application by making a complete payment or making the payment in 2-3 parts.

How to Implement a Mobile SIP Dialer in a VoIP Business?

This can be done by following the below-mentioned steps:

• The first step is to look out for a suitable mobile SIP dialer. Since there are so many options available in the market, you need to follow a checklist to ensure that the dialer you have chosen fits perfectly with the needs of your VoIP business.

• The very next step is the installation of the mobile SIP dialer. For this, you need to install a dialer on the mobile devices of your agents or employees, whether personal or company-owned.

• Now comes the crucial part of configuring the mobile SIP dialer. For this, you need to enter your SIP account credentials, i.e. username and password.

• Once done with the configuration, it is time to test the mobile SIP dialer. You can check the functioning by performing test calls and using various features to ensure proper working.

• Training is a crucial part of the implementation process. Help your employees in understanding the usage of the mobile SIP dialer by conducting training sessions.

• Last but not the least, you need to keep a check on the usage and performance of the mobile SIP dialer. This is done to ensure that the dialer is delivering the expected results for your business.

Whitelabel and Customized Mobile Dialer

Mobile SIP Dialers are available in customized form, where usually service providers can get their mobile app customized as per their requirements from the software solution provider. As a service provider, you can get your required features in the mobile VoIP application. Price may vary depending on the level of customization.

In the case of the Whitelabel solution, you can get your mobile dialer designed based on your brand color adding your logo to the same. A whitelabel solution is a great way to showcase your brand among your customers.

Contact for Free Demo

Read Also

What is SIP Softswitch and How to Choose Best Softswitch Provider?

How can Mobile VoIP Software Simplify Your Business Communication?

Note – This post has been updated with latest information on 22-03-23

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