I wholeheartedly support Ernesto's work. And I can simultaneous offer additional options too with our
3CX Preview Dialer and
3CX Power Dialer (which includes both availability-based and progressive dialing features too). There are lots of approaches to automated phone campaigns and sometimes the right tool makes all the difference.
That said, may I offer a little editorial about so-called "predictive" dialers. Some are better than others, but they all typically suffer many of the same limitations. These dialers might more accurately be described as "best guess and pray" dialers. "Predictive" is largely marketing hogwash.
How many of us have received a "predictive" phone call where you say "hello.... hello" and there is nobody there on the other end and eventually the call is dropped. Why does that happen? Because the decision of how many calls to make and when is based on averages -- how many calls are needed to get someone on the phone? What is the average call length? How many agents are available to take calls? If the average says it takes 3 calls and the average call length is 3 minutes, what happens if the first call is answered by the contact and your agents are all still on the phone? That's when you get a phone call and there is nobody there. The dialer attempted to "predict" how many calls would be required, and when an agent will be off the previous call and it GUESSED wrong.
Here is the crazy truth. The marketers of best-guess dialers emphasize optimizing agent productivity and ensuring when an agent is finished with a call there will be another already there, or soon will be. Optimizing agent performance is completely the wrong goal. Is the goal to make as many calls as you can in the shortest amount of time? NO! Is the goal to optimize agent productivity (measured by how much time they had to wait for a call)? NO! The real goal is maximizing the greatest number of successful interactions / sales. Focusing on number of calls is misguided.
If you start a sales call by frustrating the caller before you even open your mouth, how likely is this going to change before the contact hangs up? Presenting your DID to a customer, and then having nobody available to take the call exposes you to three likely outcomes: (1) the contact identifies your DID as a spam caller and they block you from calling them ever again, (2) there is a real possibility that they report you to their carrier as a spammer, and now you can't call anyone else on that carrier, and (3) you get on the radar of network-level monitors that see you making lots of short, frequent phone calls, exactly the signature of a spammer, and they block your DID across the entire mobile network. You might be tempted to just switch to another DID... well, that's precisely what spammers do and you are only making your situation worse.
Best-guess "predictive" dialers are the devil.
