Products
Predictive & Manual Dialer
Jatell call center application with CRM included in it for handling outbound calls, have 2 types of dialer system in one application to support various business-related needs with communication services via telephone calls to customers.
Predictive dialer is a powerful tool to increase agent productivity and improve the efficiency of your outbound call center operation. Manual dialer, while less flashy than predictive dialer, offer unique benefits in specific call center scenarios, and offers increased control and flexibility.
Predictive Dialer vs Manual Dialer
Here's a breakdown of the key differences between predictive and manual dialers. Ultimately, the best choice depends on your specific needs and call center environment.
| # | Predictive Dialer | Manual Dialer |
|---|---|---|
| Dialing Proccess | Automatically dials multiple numbers from a list and connects them to agents only when they are available. It uses algorithms to predict when an agent will be finished with their current call and ready for the next one. | Relies on the agent to manually dial each number on a contact list. |
| Efficiency | Significantly improves efficiency. Automates dialing and connects agents to live calls, maximizing talk time and minimizing idle time. | Slower and less efficient. Agents spend a significant amount of time dialing numbers, leading to less talk time and higher idle time. |
| Agent Productivity | Boosts agent productivity by freeing them from dialing and filtering out unproductive calls. | Lower productivity due to time spent dialing and dealing with non-connected calls (busy signals, answering machines, etc.). |
| Call Rates | Increases call rates by dialing multiple numbers simultaneously and connecting only to live prospects. | Lower call rates due to the limitations of manual dialing. |
| Applications | Ideal for high-volume outbound call centers where maximizing call quantity and agent productivity is essential (e.g., telemarketing, market research, debt collection). | Suitable for situations with low call volume or when a personalized touch is crucial (e.g., high-value sales calls). |
| Considerations | Predictive dialers can be intrusive if not set up correctly, leading to a high number of abandoned calls. Regulations exist in some regions regarding their use. | Manual dialing offers more control over the dialing process but comes at the expense of efficiency. |
Features
By leveraging these features, Jattel call center application for predictive and manual dialer can significantly improve call center efficiency, increase agent productivity, and enhance the overall customer experience through faster connections and more relevant interactions.
Campaign Management
Compose the data, assign to agents, choose the right dialing method, and setting the call strategy.
Contact Management
Upload contact data in bulk based on template. Contact data can be reused for different campaign, no need to reupload.
Data Distribution
When creating a campaign, you can select a specific agent or all agents who will make phone calls.
Predictive & Manual Dialer
It depends on your specific business needs, call center goals, and the type of communication you want to have with your customers.
Realtime Dashboard Monitoring
Monitor everything happening in your team like active calls, call in queue and agents status in real time through dashboard.
Call Tracking
Collective information about the number of calls based on their status that have been made by the agent.
Call Recording
The conversation between customer and agent is recorded, so that it can be stored, retrieved and evaluated, according to business needs.
Callback Scheduling
Offers options for agents to schedule callbacks for interested customers who are unavailable during the initial call.
WebRTC Dialer
With WebRTC dialer, your can make call direct from any web browser without need to use of plugins or extensions.
Multi Level of Users
There are two levels of users, namely agents and supervisors with different features and access permissions.
Spy, Whisper and Barge
Supervisors can listen, coach agents live call without being heard by the customer, and intervene in live calls between agent and customers.
Reporting
Generating reports that summarize campaign performance and identify areas for improvement in future campaigns.