Manual Dialing vs. Predictive Dialing

on Jan 27, 2014   ·   Predictive Dialer   ·   

Manual Dialing vs. Predictive Dialing

It’s no secret that many call center settings have been moving away from manual dialing and into the digital realm of predictive dialing. Aside from wanting to expand the operation, predictive dialing also provides the necessary tools for saving money and streamlining processes, while improving on customer service and quality control. So the question remains manual dialing or predictive dialing and which one is better in this day in age. Let’s take a more detailed look at these tools and discover what they can do for your business.

Save Money and Streamline the Process

One thing about predictive dialing is that this type of platform is purely online, which means several things. First, it means your operation is mobile and you can setup shop anywhere. You can work in an office, at home, or on the beach. As long as you have a computer, a headset, and an internet connection, you can make predictive dialing work for you. Second, you can hire anyone from around the world. As the world becomes more connected in the cloud (the internet) you can grow your business by hiring users to make/take calls from other countries. This makes hiring people with different skills, backgrounds, and education to be a part of the team. Third, the type of equipment is cheaper. 10 to 15 years ago, call centers operated using an analog telephone per agent (multiply that times how many agents you have), connected with long cables and wires, and into a server room. The price of equipment and maintenance was expensive. By incorporating a predictive dialer you can streamline the methods in which you contact clients, makes sales, and review real-time statistics to see how well your campaign is performing… all from a single website and savings in your pocket.

Customer Service and Quality Control

Aside from saving money and streamlining the business, you also have to focus on customer service and quality control. You want to make sure that customers are happy working with your company by making sure your agents are covering all the necessary bases. Most predictive dialers will have some sort of recording feature. If not, then look for one that does. A recording feature can be a life saver! For example, you realize your agents are dropping the ball and customer retention is low. By having a copy of the call, you can later go back and review the call, teach others about how the call was handled, and improve on the support approach.

Predictive dialers also have the ability to listen in on the call and “whisper” into the agent’s headset to relay certain information. In some cases, the manager can barge into the conversation and fully take over the call if the conversation is going south fast. This listen-in feature is great for managers to evaluate employees and also use as training material with real-world scenarios.

So is it Manual Dialing or Predictive Dialing?

I’m going to say Predictive Dialing wins this one. All in all, if you’re looking to expand your business, hire on more representatives and make more sales, faster, then a predictive system definitely beats manually dialing 1 number at a time, only to find out it’s a an answering machine or no one’s home and you’ve now wasted 30 seconds to 1 minute waiting and reporting the result of that call. If you are looking to get some information on predictive dialing, you can visit and get some information on predictive dialing and how it can help you grow your business!