SEPTEMBER 2023 RELEASES
September 2023 Releases
Maximize Agent Throughput with Regal's Predictive Dialer
Predictive dialers have become a must-have for high-volume call centers who are working with hundreds of thousands, or even millions of leads. Call center managers need a way to maximize agent throughput without spiking abandon rates, which can lead to bad customer experiences and put companies on the wrong side of FTC compliance.
Time spent on the phone is the most impactful way an agent can drive revenue for their company, so any solution that maximizes their conversation time without crossing abandon rate thresholds is key to optimizing business conversion.
The problem? A lot of predictive dialers work as a black box—nobody fully understands the secret sauce behind the adjustments, and many CCaaS platforms lack the reporting to track if the predictive dialer is even working.
As a result, many companies either continue struggling with abandoned calls, or they’re unsure if the dialer is prioritizing the calls it should.
It’s critical for call center managers to understand how their power dialers work and to measure if they’re performing as intended. That’s why with Regal’s new Predictive Dialer, any manager can immediately grasp how it works, how to measure performance, and how to adjust it for optimized results.
A Predictive Dialer you can actually predict
Other CCaaS providers may adjust calls:agent ratio based on factors like agent availability, connect rate, historical performance, call durations.
All of these factors are useful in informing the most optimal call:agent ratio. But the problem arises when it’s time to actually optimize the dialer to your specific use case. Other CCaaS providers don’t have a complete solution because:
- There’s no actual transparency into the dialer’s algorithm
- There’s no meaningful reporting to back up its performance and drivers
- There’s no straightforward way to implement optimizations
Our Predictive Dialer is more complete in the sense that it’s very easy to track if it’s doing its job. You can track abandon rates and connection rates from our Regal Live dashboard.
If you see abandon rates spike, you can lower the call:agent thresholds or target abandon rates to mitigate. If you want to see more connected calls, you can increase those settings instead. From those insights, optimizations can be executed immediately within the dialer configuration. Other platforms make it tough to figure out what those optimizations are and how to actually execute them.
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Other platforms like to tout heavy algorithms with multiple factors that “maximize efficiency.” But if you can’t measure it properly, how can you tell if it’s working as intended? For example, if your predictive dialer considers hundreds of factors, but your CCaaS platform only reports on half of them, how can you triage what’s wrong with your dialer if it stops working as intended?
With Regal, we built a Predictive Dialer that fits exactly what high-volume call centers are trying to achieve. Get the agents talking with as many people as possible, without hanging too many people high and dry with an empty ringtone.
One of our insurance customers saw their team get 2,500 more connected calls and 50 more conversions within the first week of activating Predictive Dialer.
Not just the dialer, but the platform behind it
It’s also not just about the dialer itself, it’s about the platform that surrounds it. Only Regal has the rich reporting to comprehensively track the performance of your Predictive Dialer campaigns. You won’t just be able to track connect and abandon rates, you’ll also get a more detailed picture of campaign performance through conversation lengths, call dispositions, or even conversion rates.
From those analytics and insights, you can test different ideas and theories with your Predictive Dialer campaigns using our native A/B testing. A/B testing different calling cadences to find the optimal distance between call attempts. You can also apply the Predictive Dialer to certain campaigns, where A/B testing can help you determine if it’s worth applying to the full audience segment.
One of our consumer healthcare customers saw a 4x increase in completed calls and a 2x increase in conversions by using Predictive Dialer, which increased their calls/agent ratio from ~4:1 to 9:1 while keeping monthly abandon rate compliant.
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No other CCaaS solution has the ability to run a controlled A/B test for any aspect of their CX. With Regal, you can easily tweak and test different configurations for your Predictive Dialer campaigns until you land on the approach that drives the best outcomes.
The important thing for high-volume call centers is maximizing agent throughput and minimizing abandon rate, and we’ve built a Predictive Dialer that does just that. If you don’t believe us, test it for yourself.
If you want to learn more about Regal’s Predictive Dialer or Regal’s AI Agentplatform, set up a call with one of our specialists today!
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