Both outbound and inbound call centres rely heavily on diallers to significantly increase the performance of their sales agents. The most common issue the call centres that we speak to experience, is the amount of dead time agents have while waiting for calls, as well as how campaign data is utilized.
Outbound diallers, such as VICIdial, are used to make multiple outbound calls per agent to the data lists in your campaigns, and then connect only human answered calls to your agents.
The main difference between a predictive dialler, and other sorts of diallers such as progressive, is that predictive diallers use complex algorithms to calculate how many calls to make at any one given time to ensure that agents aren’t constantly waiting around for calls.
Why use a hosted dialler?
The most obvious reason for using a hosted dialler, such as the ones offered by Blue Telecoms, is cost. The initial outlay for an onsite dialler is usually in the range of £100,000! Even more if you opt for call technology such as ISDN.
In addition, it can take weeks to plan and install an onsite dialler, whereas as long as you have a stable internet connection at your office, a hosted dialler can be up and running in hours.
As far as maintenance and upgrades go, a hosted dialler wins there too. There’s usually no further costs for maintenance and upgrades to our hardware, and most of the software, whereas an onsite dialler would require a specialist to come out and perform the work, or to have a specialist member of staff, or even a team to carry out the tasks.
And, if you ever decide to expand, a hosted dialler can be expanded with usually no disruption to your call centre, and can be done almost as quickly as the initial setup, whenever you want.