If you are looking for a predictive dialer, then there may be many questions in your mind. But the most important of them all is, “How can I find the right predictive dialer for my BPO/contact center?” If you are looking for the answer to the question, then this blog post is just for you.
Here we are not just going to discuss the factors you need to consider while buying a predictive dialer software system but a series of step-by-step strategies to handpick the right predictive dialer software provider and invest in the perfect software. So without further ado, let us dive right into the blog post.
Factors to consider while selecting the right predictive dialer software
While deciding what type of predictive dialer software you are looking for, here are some factors you need to consider before making any purchasing decision.
- Type of process (or business)
The very first thing you must consider is the type of process or business your contact center is in. That’s because different types of contact center processes will need different features. For instance, if you run an international process then you will need a more sophisticated predictive dialer software than you would if you run a local outbound process.
- Number of sales representatives available to take calls
After considering the process and type of contact center, consider the number of sales representatives available to take calls. If you own a large contact center, then you would need predictive dialer software that can handle a huge volume of calls.
- Type of prospects
You should always select a predictive dialer based on the type of prospects. That’s because that can help in determining the average number of dials before a prospective customer picks up a phone.
- Compatibility with CRM
The compatibility between your contact center’s Customer Relationship Management (CRM) system and predictive dialer software is extremely important. If the predictive dialer software is not compatible with your existing CRM system, it can cause a lot of problems while following up with customer interactions.
If you plan to increase the size and operations in your contact center, you must make sure that your predictive dialer is scalable. A scalable predictive dialer can help you accommodate your organization’s growing needs and provide the right fit for your daily operations.
Different predictive dialers come with different pricing plans. Some are more expensive than others. But while looking for the right predictive dialer software, you need to keep one thing in mind:
High price does not always guarantee high-quality
Affordability does not always mean compromised quality
A good quality predictive dialer system can come at an excellent price. You just have to look for a trustworthy and acclaimed software provider and you will find the best solution for the best price.
- Compliance requirements
Last but not least, meeting compliance requirements is among the biggest factors you must take into account while handpicking the right predictive dialer software system. If you operate in the United States, you will have to comply with the Telephone Consumer Protection Act (TCPA). Likewise, if you operate in any other country, you will have to comply with their regulations. That’s why you need to make sure that the right predictive dialer software complies with different countries’ regulations.
Strategies to choose the right predictive dialer for your business
When it comes to hand picking the right predictive dialer for your business, here are the steps you should follow:
- Define your objective
First thing first, before deciding anything about what type of dialer to choose for your business, you need to define your objective. Why do you need a predictive dialer for your contact center? Is it because you want to enhance agents’ efficiency? Is it because you want to save time by automating the dialing process that can dial the next phone number by predicting the estimated call time? Or is it because you want to minimize idle time?
Asking these questions will help you find out your purpose behind looking for predictive dialer software. Once your purpose is clear, the remaining things will fall into place.
- Determine the features you want and set a budget
As discussed in the factors to consider before selecting predictive dialer software, you need to determine the features you want in the predictive dialer software. Here are some features:
After determining the must-have features, set a reasonable budget for the predictive dialer software. Setting a budget is extremely beneficial as it will prevent you from over-investing in the predictive dialer software. However, while setting the budget make sure the amount you have set aside for the purchase is not too low to constrain your buying decision. You must readily invest in the right software that your business deserves.
- Look for reliable and reputable predictive dialer software providers
Now that you have determined the features and set a reasonable budget, it’s time to look for high-quality predictive dialer software providers using the Internet. Open a browser and type a few high-intent search terms such as:
“Best predictive dialer software under (your budget)”
“Top predictive dialer software in (your budget)”
“Best predictive dialer software for BPOs”
“Best predictive dialer software for outbound contact centers”
“Best predictive dialer software for international call centers”
You can also use location-specific search terms such as “best predictive dialer software in US,” “best predictive dialer software in UK,” “top predictive dialer software in Australia,” “best predictive dialer software in Canada,” “best predictive dialer software in South Africa,” “best predictive dialer software in India.”
- Visit some websites and compare the features, prices, pros and cons
After typing the keywords and pressing the search button, you will get about a dozen results on the first search engine result page. You don’t have to look beyond the first page as it usually has the best results. There you will find websites of some reputed and trustworthy predictive software providers such as HoduSoft as well as some aggregators’ websites such as SoftwareSuggest’s “20 Best Predictive Dialer Software in 2023” and G2’s lists.
You should visit both types of websites. The former (software provider’s websites) will help you learn more about the various products and solutions the provider has to offer, their detailed features, their background and story, their mission, vision, and values, as well as their contact information. The latter (aggregator’s websites) will enable you to get all relevant information about various predictive dialers in a single place. On the same website, you can compare features, prices, pros and cons of various software.
- Research software provider’s reputation
After shortlisting some software providers, go to their website and Google Business Profiles to research their reputation and customer support. Look at their average ratings and read customer reviews. If the software provider does not have a single negative review, then it may be too good to be true.
Just as it is important to read reviews, it is equally important to know where the software provider can improve. Also, seek recommendations from businesses that have used their predictive dialer software. They will tell you the truth.
- Contact select software providers and ask them several important questions
After knowing a great deal about some software providers, it’s time to contact them and ask more questions about their predictive dialer. In this stage, you can ask questions about pricing plans (if they accept monthly or quarterly payment options) as well as a free trial.
Even though a lot of software providers may not mention anything about free demos on their website, they still provide month-long trials so that their potential clients can use their software for a while and make an informed choice. If a software provider doesn’t provide a free demo, it is better not to continue the discussion. Excuse yourself politely and contact the next provider on the shortlist. Repeat the process until you find a software provider that offers a suitable pricing plan and a month-long free demo.
- Introduce the software to your team and seek their feedback
The last step is to introduce the trial version of the predictive dialer software to your team and ask them to rate its features, speed, usability, and other attributes. After the trial period ends, ask your team members about their experience using the software.
Also, take a look at various metrics and key performance indicators (KPIs) to know the software’s performance. If the output is favorable and your team is happy using it, purchase the software.
Taking everything into account,
Selecting the right predictive dialer software is extremely crucial for outbound contact centers and businesses that need to make hundreds (or thousands) outgoing calls on a daily basis. Investing in the right predictive dialer software will not only enhance agents’ efficiency but will also reduce idle time. That’s why while choosing a suitable predictive dialer, it’s extremely critical to conduct in-depth research and join hands with a reliable and reputable software provider.