Are predictive dialers illegal? The short answer is no. A is not an illegal piece of software. In fact, it and automated systems like it are a practical necessity for the modern call center.
Before such technology emerged, every number had to be dialed one at a time, by hand, by a live agent at the call center. Needless to say, this was a monotonous and mentally exhausting process that typically resulted in wasted time and effort.call center predictive dialer Luckily for these agents, technologies such as predictive and power dialers have made this process much more efficient. Read on to learn more about predictive dialers.
A power dialer is a piece of software that, as the name suggests, eliminates the need for manual dialing. It makes this repetitive task much faster and performs an automated set of actions depending on the results of a call (such as an answer, voicemail, etc.).
A predictive dialer, on the other hand, calls multiple contacts on multiple lines at the same time. When calls are answered, the dialer automatically transfers the call to a live agent. This makes finding prospective clients much more efficient than other options. While these technologies can greatly increase success for businesses reliant on phone calls, there are some potential issues to be aware of.
Know the limitations
Arguably the biggest limitation of predictive dialers is the delay between the answer and the transfer to an agent. Predictive software has to “listen” to the response to the call and make a judgment about how to proceed, and the process is rarely instantaneous. This can tip the prospective client off that technology is being used, and they may hang up expecting a telemarketer. This is especially true if they have a lengthy wait for an agent, and this will negatively affect the experience no matter how it continues.
There’s also the issue of dropped calls and legality to consider. FCC guidelines have gotten tougher in recent years, and it is illegal to have dropped calls exceed three percent of total calls. This is where the concerns regarding the legality of a predictive dialer come into play. The dialer itself is not illegal, but misuse of it could lead to liabilities. Fines of up to $16,000 per violation of the dropped call guidelines can be imposed, regardless of the size of a business or how many total calls were made.
To put it simply, a predictive dialer is preferable in situations where there will always be a safe amount of free agents to take incoming calls. Otherwise, a power dialer may be preferable to avoid the risk of too many dropped calls.
Further evolution of call centers
Of course, these technologies aren’t the only ways call center operations are changing. Digital distribution methods are becoming more and more common. This, of course, includes automated assistance in handling calls, but it also refers to increased options for both agents and clients. Software solutions include easier ways for administrators to schedule events and more ways for agents to communicate with clients through chat conversations, social media options, and more.
There is no doubt that call centers will continue advancing beyond the current tools, especially once the majority of them have caught up. As of now, well over half of business executives believe their companies are lagging behind in their digital transformation. Reasons for this can range from budget issues to the generational divide in adopting new technologies.
As AI technology continues to advance, it isn’t hard to imagine how an AI program could handle making and transferring calls in a more efficient way than is currently possible. Additional conversation options circumventing traditional calls may also come into play. These practices don’t really exist yet, but neither did social media and other chat options when call centers were conceived.
Regardless of how it’s achieved, the certain thing is that advancements in call centers will continue to improve the experience for clients, customers, and agents.