Predictive Diallers: Speed Meets Smarts in Outbound Sales
Si estás en el ámbito de ventas o marketing saliente, probablemente hayas oído hablar de los marcadores predictivos antes. Un marcador predictivo se distingue de otros tipos debido a su uso de algoritmos estadísticos avanzados e Inteligencia Artificial. Esencialmente, predice la disponibilidad del agente e inicia múltiples llamadas simultáneamente para alinearse con la disponibilidad esperada.
En otros artículos, hemos cubierto brevemente los múltiples tipos de marcadores disponibles dentro de las plataformas de software de centros de llamadas, como marcador automático, marcador de vista previa, marcador de poder, o marcador progresivo, y cómo cada uno de ellos puede adaptarse a las necesidades de diferentes empresas. En este artículo, nos centraremos en el marcador predictivo: qué es, qué lo diferencia de otros modelos de marcadores, cómo funciona, por qué es una herramienta tan valiosa dentro de un sistema telefónico de centro de llamadas salientes, y cómo y qué empresas pueden beneficiarse de él.
How Predictive Diallers Use Data to Make Your Outbound Strategy Smarter
Como hemos visto en un artículo anterior, un Marcador es un dispositivo o aplicación de software diseñado para ayudar a los agentes de ventas o de centros de contacto a iniciar llamadas salientes. Lo hace automatizando el proceso de marcar números de una lista de contactos, conectando sin problemas las llamadas establecidas a los agentes disponibles. En ese artículo, también ofrecimos una breve descripción de lo que es un Marcador Predictivo: sin embargo, aquí profundizaremos un poco más sobre ello.
Un Marcador Predictivo es un tipo particular de Marcador que se diferencia de otros tipos en un aspecto clave: en resumen, lo que distingue a los Marcadores Predictivos es su uso de algoritmos estadísticos complejos y Inteligencia Artificial para predecir cuándo es probable que un agente esté disponible, y luego iniciar múltiples llamadas simultáneamente para coincidir con la disponibilidad anticipada del agente.
Para verlo más claramente: otros tipos de marcadores solo marcarán números siguiendo una estrategia o ritmo prefijado, que debe ser establecido previamente por un agente humano; por el contrario, un Marcador Predictivo calculará este ritmo y estrategia por sí mismo, analizando datos sobre la duración de las llamadas, la disponibilidad de los agentes o la prioridad del cliente, y marcando automáticamente un nuevo número solo segundos antes de que un agente termine su llamada actual.
El Marcador de Vista Previa, generalmente integrado dentro de soluciones de software para centros de contacto, también evita dirigir llamadas salientes a agentes ocupados y puede filtrar eficazmente señales de ocupado, llamadas no atendidas (sin respuesta) y números desconectados. Los agentes están exclusivamente conectados a llamadas respondidas, lo que resulta en una reducción del tiempo perdido y un aumento del tiempo de conversación con clientes receptivos.
Todo esto resulta en una eficiencia maximizada del agente, ahorro de tiempo, un aumento en el número de conexiones exitosas por agente y por día, y, en última instancia, más conversaciones y conversiones.
En los últimos 20 años, la marcación predictiva ha experimentado transformaciones significativas en su panorama. Lo que alguna vez estuvo caracterizado por oportunidades de alcance a gran escala y clientes relativamente receptivos ha evolucionado hacia una era marcada por tasas de respuesta menguantes en todos los sectores. Hoy en día, el entorno de llamadas salientes presenta listas de contactos pequeñas y específicas y marcos regulatorios estrictos. Este cambio destaca una transición hacia estrategias de comunicación más personalizadas y estrictamente reguladas, con énfasis en la calidad sobre la cantidad.
En caso de que desee saber un poco más sobre cómo funcionan internamente los Marcadores Predictivos, lo describiremos para usted en la siguiente sección.
Summary
A Predictive Dialler is a type of outbound calling tool that uses advanced algorithms and AI to forecast agent availability and automatically dial multiple numbers to match it, unlike other diallers that follow fixed pacing set by humans. By analysing data like call duration, availability, and customer priority, it dials just before an agent finishes a call, ensuring minimal downtime and maximising efficiency. This approach reduces wasted time on busy signals or unanswered calls, increases live conversations, and drives more conversions. While once focused on large-scale outreach, predictive dialling has evolved to suit today’s environment of smaller, targeted lists and strict regulations, making it a valuable tool for contact centres prioritising efficiency and quality interactions.
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How Predictive Diallers Actually Work
The operation of a predictive dialler involves several steps. In a nutshell: first, it uses predictive algorithms to estimate when agents will become available. It then proceeds to dial multiple numbers concurrently, exceeding the number of available agents, as some calls are expected to be unanswered, busy signals, or voicemails. The dialler screens out unanswered calls and connects live calls to available agents in order to minimise idle time.
Let’s get into a bit more detail.
Predictive dialler software relies on mathematical algorithms to facilitate dialling decisions aligned with business objectives. Some of the variables considered by these algorithms are:
What is the typical duration of a conversation, or what are the call handling times for each team, indicating the usual duration of successful phone calls?
How many attempts does the system make to reach a human recipient when making outbound calls to a particular number?
What is the customer abandonment rate for outbound calls that are not promptly attended to by agents?
What is the current availability of outbound agents within the organisation? How many are prepared for the next call, and how many are unavailable?
Is it necessary for the agent to initiate a callback as part of the interaction?
The Predictive Dialler computes all this information to anticipate when an agent will become available and initiates calls on their behalf. By simultaneously dialling multiple numbers, the system provides agents with a continuous stream of calls, minimising downtime. This ensures that agents do not need to manually search through contact lists or wait for the next call.
In the event of an unanswered call, the predictive dialler promptly proceeds to the next number in the contact list. During peak call centre activity, it can adjust its pace or temporarily pause operations until agents are approaching the end of their ongoing calls.
Predictive diallers are also capable of gathering and monitoring campaign-related data, leveraging call metrics. This high level of efficiency enables businesses to run multiple campaigns simultaneously, among many other benefits. Let’s go through some of them.
The Benefits of Predictive Diallers for Boosting Conversion Rates and Team Performance
Enhanced Productivity
One of the primary advantages of predictive diallers is their ability to enhance efficiency and productivity among agents. The system operates significantly faster than manual dialling, allowing agents to handle a significantly larger volume of calls.
Minimised Human Error
Even the most skilled agents are prone to human errors, but a predictive dialler is a precision machine that consistently dials numbers accurately. This eliminates the potential for errors and saves time.
Boost Conversion Rates
Predictive dialler software reduces the time wasted on unanswered calls, enabling agents to spend more time conversing with responsive customers. It also identifies optimal calling times and can broadcast automated messages for targeted campaigns.
Reduces Operational Costs
The software’s time-saving and productivity-enhancing features lead to cost savings for the company. Additionally, automated systems can operate around the clock, and cloud-hosted software further reduces IT expenses.
Improves Customer Experience
Predictive diallers utilise data to determine the most suitable times for contacting customers, accounting for different time zones and respecting do-not-call lists to ensure a better customer experience.
Evaluates Performance
Some predictive diallers employ metrics to monitor and analyse results and customer feedback, helping organisations assess their progress and identify areas for enhancement.
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What businesses use Predictive Dialler?
Los marcadores predictivos surgieron por primera vez en la industria bancaria a mediados de los años ochenta, siendo utilizados principalmente para la recuperación de deudas. Sin embargo, su efectividad y adaptabilidad los han hecho relevantes para varios otros sectores.
Esta tecnología encuentra su aplicación más frecuente en ventas, telemarketing e investigación de mercado, especialmente en centros de contacto con equipos numerosos y altos volúmenes de llamadas. Esta dependencia de los sistemas de marcadores predictivos se debe a su necesidad de datos de múltiples agentes para realizar predicciones precisas.
Las empresas más pequeñas pueden no obtener tanto beneficio del marcaje predictivo por esta razón. Además, las compañías que manejan productos de alto valor o cultivan clientes valiosos pueden optar por el marcaje manual o marcadores de vista previa, lo que permite interacciones más personalizadas con los clientes y más tiempo para la investigación entre llamadas.
El marcaje predictivo sirve como una herramienta valiosa para monitorear la satisfacción del cliente, difundir información general (por ejemplo, horarios comerciales, tarifas de envío) y programar citas. También se emplea en recaudación de fondos, campañas políticas y campañas de concienciación pública. Si bien las soluciones en sitio son viables, muchas compañías prefieren el software de marcación predictiva basado en la nube, que minimiza los gastos de capital y los costos de mantenimiento de TI.
Summary
Predictive diallers are powerful tools that boost call centre productivity by automating dialling, reducing human error, and ensuring agents spend more time speaking with live customers rather than chasing unanswered calls. They enhance conversion rates by identifying optimal call times, cut operational costs through automation and cloud-hosted solutions, and improve customer experience by respecting time zones and do-not-call lists. In addition, they provide performance insights through analytics, helping businesses refine strategies. Originally used in the banking industry for debt collection in the 1980s, predictive diallers are now widely applied in sales, telemarketing, market research, fundraising, and political campaigns. While they deliver the most value in large-scale, high-volume environments, smaller businesses or those with high-value leads may prefer manual dialling to maintain personalised interactions.
Are Predictive Diallers illegal?
Predictive dialler software is not inherently illegal, as it is commonly used in the United States and worldwide for making calls. However, using such software requires strict adherence to federal and state regulations, particularly in the realm of telemarketing calls. Historically, automated caller dialler tools were misused by companies to place unsolicited calls promoting their products and services, leading to the implementation of regulations aimed at curbing such practices and imposing limitations on automated dialling and robocalls.
In the UK, for instance, the TCPA addresses concerns related to the use of auto dialler software and robocalls, mandating that marketers should secure prior consent from recipients before placing calls. Additionally, also restricts the use of predictive diallers without prior written consent. Failure to comply with these regulations, including checking the DNC database before placing calls, can result in legal consequences and penalties for businesses engaging in telemarketing activities using predictive dialler software.
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One case study: how ConnexAI’s Predictive Dialler features helped Ignition boost their contact rates and client engagement
Ignition Group, una empresa líder en marketing de rendimiento y uno de los mayores proveedores de tecnología, medios de comunicación, telecomunicaciones y servicios financieros de África, buscó una poderosa solución de software de centro de llamadas para mejorar la eficiencia de las ventas y aumentar el alcance dirigido. Al implementar el Sistema de Gestión de Interacción con el Cliente de ConnexAI, Ignition transformó sus campañas salientes, aprovechando algoritmos de marcación inteligentes para priorizar contactos según factores como el historial de crédito y la probabilidad de conversión.
Este enfoque basado en datos mejoró significativamente las tasas de contacto y la participación de los clientes. Con el apoyo continuo de ConnexAI, Ignition logró escalar sus operaciones, creciendo de 100 a 200, y eventualmente a 300 agentes a través de sus campañas.
Si desea obtener más información sobre cómo el software Dialler de ConnexAI contribuyó al éxito de Ignition, puede ver este video:
Best Practices for Predictive Dialler in 2025
Over the last 20 years, predictive dialling has witnessed significant transformations in its landscape. What was once characterized by large-scale outreach opportunities and relatively responsive customers has evolved into an era marked by dwindling response rates across all sectors. Nowadays, the outbound calling environment features small, targeted contact lists and stringent regulatory frameworks. This shift highlights a move towards more personalized and strictly regulated communication strategies, with an emphasis on quality over quantity.
Integrate with third party services
Integration with third-party services greatly benefits outbound dialling operations by providing access to APIs that enable real-time utilization of best-in-class solutions. These solutions include generative AI or Conversational AI, speech-to-text transcription, ASR (Automatic Speech Recognition), and industry-specific software. By integrating with these third-party services, outbound dialling operations can enhance efficiency, accuracy, and effectiveness. For example, leveraging generative AI can improve automated messaging personalization, while speech analytics technology can streamline call handling processes.
Additionally, industry-specific software integration can ensure compliance with regulations and facilitate seamless communication within targeted sectors. In summary, the integration with third-party services empowers outbound dialling operations with innovative tools and capabilities, ultimately optimizing performance and driving success.
Built-in Compliance
Built-in compliance features play a crucial role in enhancing the efficiency of outbound campaigns by seamlessly integrating compliance considerations into the inventory process. By incorporating compliance requirements into the scheduling algorithm, campaigns can automatically adjust to adhere to various compliance rules and regulations without requiring manual intervention. Additionally, the utilization of a rules engine in conjunction with a comprehensive data history service empowers users to model and apply diverse compliance rules effectively.
This combination enables the implementation of cross-campaign inventory regulations, ensuring that customers are not overwhelmed by multiple outbound campaigns targeting them simultaneously. Overall, the integration of built-in compliance features streamlines campaign operations, minimizes compliance-related errors, and optimizes the overall efficiency of outbound marketing efforts.
Effective Inventory Management
Effective inventory management is essential for scheduling dialling inventory because it provides a comprehensive understanding of the campaign, agent availability, and the overall campaign objectives. By utilizing call centre automation and customer service automation software, like Flow, ConnexAI’s workflow automation and customer journey mapping tool, businesses can ensure that the right calls are made at the right times, while also having the flexibility to adjust to any changes in real-time.
This strategic approach not only optimizes performance but also relieves supervisors of the constant need to manually monitor and adjust strategies. Therefore, by ensuring that inventory is managed effectively, businesses can enhance operational efficiency, achieve better results, and ultimately drive success in their dialling campaigns.
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Conclusion
En este artículo, hemos considerado qué distingue a los Marcadores Predictivos de otros tipos de Marcadores y para qué tipos de negocios son más adecuados. Si desea saber más sobre el Marcador Predictivo o sobre qué tipo de solución de Marcador es la mejor para su negocio, puede hablar con uno de nuestros representantes. Nuestra plataforma de AI de Servicio al Cliente incluye características de Marcador completamente personalizables, junto con una amplia gama de funcionalidades para llevar la interacción con el cliente al siguiente nivel. ¡Envíenos un mensaje para obtener información o una sesión de demostración gratuita y personalizada!
