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The difference between progressive and predictive dialers
While simply summarizing the difference between the predictive and progressive dialers in existence would boil down to the pacing algorithm (calculated as the speed by which calls are dialed and submitted to live agents), the actual working definitions of both would help you, the business owner, determine whether a quicker or slower pace is what would work best for your call center.
Let’s look closer at the two dialers and compare what businesses they’d work best for:
How progressive dialers work
By design, the progressive dialer will monitor agent statuses, then will initiate outbound client calls when an available agent is prepared to handle the connected call. Not only do these dialers trump manual dialing by speed, but these dialers are designed to base the timing of said calls via device, not agent.
This allows each connected call to be completed in its entirety before another connection is attempted, which is vital in keeping call center employees busy and sales flowing inward. Certain functions of progressive dialers mimic preview dialers, mainly in the way numbers are programmed directly into the dialer rather than being chosen by agents.
How predictive dialers operate
Highly sophisticated algorithms actually match agent availability with live connections (if you’ve ever been on hold with credit card companies, this dialer schema should be quite familiar). In fact, over time, these systems can progressively learn the pace of every agent, thereby having the ability to adjust calls to match the speed by which agents have historically handled the calls.
One major snafu with predictive dialers could cost sales: agent’s availability is algorithm based, meaning many times calls are prepared to be handled, but agents aren’t ready to take them.
Two dialers, head to head
While both dialing solutions are eloquent compared to their manual dialer ancestors, one major difference resides with these two highly technical dialers: the level of accuracy that live calls are connected to available agents. Predictive dialers take historical data to base future call interactions with agents whereas progressive dialers rely solely on agent’s timing.
Because agent availability is one unpredictable variable that cannot be programmed into software, many corporations opt for progressive dialers because the ‘X factor’ in call center workflow is attendance.
For example, if one employee calls in sick or is involuntarily dismissed, the predictive dialer cannot plan it’s algorithm around that. Because the predictive algorithm will continually dial numbers at the absent agent’s regular place until it learns of a different pattern, their accuracy is often questioned or unsubstantiated.
What it boils down to
Depending on how aggressive your business model is and indicative to your employee turnover rate, one can only decide which dialer would provide the greatest end-user impact.
By design, the progressive dialers are definitely less technical in terms of detecting agent patterns; however, predictive dialers work wonders if your company is small with strong attendance records and quick agents. It’s worth noting that progressive dialers will render more call attempts per hour, mainly due to its intuitive learning abilities.
Therefore, having learned the basic operational features of both dialers, one can make their own inferences as to which would work better in their call center, although both have nearly identical ratios of contacts to dial attempts.