So your sales reps aren't making as many calls as you'd like.
Well, hey, what's new?
However, unlike most sales leaders, you're not content to sit back and let poor calling performance deplete your chances of hitting targets this quarter (and of taking home that sweet, sweet bonus).
Sound about right?
Good, because we've got a helpful little solution for you: predictive dialers.
These helpful devices help ramp up dialing speed, reducing rep idle time and pumping up those outbound call numbers.
But how much does this stuff cost? Is it cost-effective enough to deliver a decent return on investment?
In this article, we will explore the typical predictive dialer cost together. We'll also look at the different elements involved in implementing a predictive dialer and give you some real-world prices from common software platforms.
Okay, let's start simple and ensure we're all on the same page before diving into the details.
What even is a predictive dialer?
A predictive dialer is a combination of software and hardware that dials multiple prospect numbers simultaneously, then puts answered calls through the soonest available sales rep.
Well, it's a little more than that.
The predictive element of predictive dialers uses AI algorithms (ooh, fancy) to guess (predict) when a sales rep is likely to be available. Then, it starts dialing a few seconds before that.
Here's what those dialers are thinking (oh god, they're thinking!?):
Agent X takes an average of 7 minutes per call, and he's been on this current call for 6 minutes and 43 seconds. In 17 seconds, he'll be ready for another call. Let's start dialing. By the way, cool name, Agent X!
Obviously, this whole process works a whole lot better if you've got a bunch of sales reps on board because if Agent X isn't available in 17 seconds (maybe he's got one of those customers), then the call can go to Agent Y.
You with us?
Cool. Let's dive a little deeper because predictive dialers aren't the only kind of dialer out there.
A good predictive dialer offers a variety of features to streamline your outbound call center operation. Here's a breakdown of some key functionalities:
Oh, you thought predictive dialers were the be-all and end-all of dialers?
Let's shine a little light on that, shall we?
Progressive dialers run through a list of outbound numbers in order. That is, they wait for the rep to finish their call before dialing the next number. That's really the main difference: predictive dialers base dialing times on the typical call time, whereas progressive dialers only dial one number at a time.
Plus, they often give reps a little time in between calls to check out a customer's information and become familiar with the account before the line opens.
Power dialers are like progressive dialers, but without the wait time for reps to get up to speed.
That means two things:
Pros and cons to everything, right?
Speaking of power dialers, Ringy has an impressive built-in power dialer system that can boost your sales efficiency.
All three of these dialer types come under the header of auto dialer:
So, that means an auto dialer is any tool that automatically dials customer numbers. Sometimes they allow you to drop pre-recorded voicemails as well!
Then, you narrow down from there as to the type of auto dialer you want.
Okay, so you're familiar with the difference between predictive dialers, power dialers, and progressive dialers.
You've decided the predictive dialer is still what you need, and you're wondering what kind of investment you're going to need to lay out for one of these helpful little guys.
Well, get into the cost of platforms themselves shortly, but you should also know that there are five key costs involved on top of predictive dialer software solutions:
Your predictive dialer software needs some kind of phone to run on, right?
This can come in a variety of styles, for example:
In any case, you'll need to factor in the cost of that hardware.
If you're using the mobile phone and headset option, then you'll need to buy each of your reps a new phone, a headset, and a cable, and probably be prepared with some extra charging cables and headphones in case something breaks (because things do!)
How familiar are you with this kind of equipment?
You might need some help getting it all set up correctly, meaning you'll need to shell out for installation.
Even if you're doing it yourself, you'll need to factor in the man hours required to troubleshoot issues and get everything running smoothly.
Your predictive dialer software isn't going to be a standalone product; you'll need to integrate it with the sales software you're already using.
Think about it: where are those customer numbers coming from that your dialer is using?
Probably your CRM, right? So, you'll need to consider any costs involved with integrating these two solutions, such as a Zapier subscription.
If your team has been dialing manually in the past, then implementing a predictive dialer also means a change in procedure.
So, you'll need to account for:
We're going to discuss the pros and cons of using a predictive dialer a little later on, but here's a sneak peek into one of the drawbacks:
Because predictive dialers are dialing customer numbers when they think a rep will be available, there is an expected margin for error. That is to say, sometimes they're going to get it wrong.
Sometimes, your dialer will reach a customer, and no rep will be available, meaning the customer will have a weird blank phone call.
If they put two and two together, they might come to determine that it's the fault of a poor system on your part, which might impact the customer's trust in your business.
Like most software platforms, predictive dialers range significantly in cost.
But it's not just the pricing that differs, it's also the pricing model.
CallHub, for example, charges per minute of calling. Other platforms, like PhoneBurner and Nextiva have a monthly cost for access to the platform.
Some combine the two approaches, charging a monthly cost with fees for usage overages.
Across the board, the average predictive dialer cost is around $100 a month. These prices range from as little as $20 a month to as much as $229 a month.
On-premise predictive dialers are installed on your company's servers, offering greater control over your data. However, they require a substantial upfront investment:
Hosted predictive dialers reside on the service provider's servers, eliminating the upfront cost and IT burden. You typically pay a monthly subscription fee:
Okay, let's get a little more detailed.
How much does a typical predictive dialer platform actually cost? Here, we're going to look at six popular options to give you some real-world insight into predictive dialer pricing.
Note, however, that these platforms vary significantly in what you actually get, so the pricing isn't necessarily a direct comparison.
PhoneBurner offers three pricing plans:
Pricing is accurate as of May 2024
Nextiva's pricing changes based on the number of users you have.
They offer three pricing plans:
To give you an idea of how the pricing scales, the Essential plan costs $23.95 per user per month if you have less than 5 users, but only $17.95 per user, per month if you have over 100.
Pricing is accurate as of May 2024
ChaseData offers three pricing tiers:
Pricing is accurate as of May 2024
Like most predictive dialer software platforms, Five9 bundles its offerings:
As expected, features vary between these four pricing options.
Pricing is accurate as of May 2024
CallHub has a slightly complex pricing model.
It appears that they don't have a fixed monthly price to use the platform, but they only charge based on usage.
These costs differ based on your region, but costs include:
Pricing is accurate as of May 2024
GenesysCloud offers three pricing options:
Pricing is accurate as of May 2024
Wanna skip the wordy stuff and just look right at the numbers?
Here's what the six most popular predictive dialers cost.
|
Software |
Predictive Dialer Cost |
|
PhoneBurner |
From $127 per user, per month |
|
Nextiva |
From $18.95 per user, per month |
|
ChaseData |
From $49 per agent, per month |
|
Five9 |
From $175 a month |
|
CallHub |
Pricing based on usage, from $0.046/min per minute |
|
GenesysCloud |
From $75 per month |
Pricing is accurate as of May 2024
Considering a low-cost predictive dialer? While they offer an attractive price point, it's crucial to weigh the advantages and disadvantages carefully. Here's a quick comparison table to get you started:
|
Pros |
Cons |
|
Lower upfront cost |
May lack essential features |
|
Faster initial setup |
Potentially lower call quality |
|
May suit smaller teams |
Risk of compliance issues |
|
Potentially good for simple campaigns |
Limited scalability for growth |
Now, let's delve deeper into each point:
Low-cost predictive dialers are significantly cheaper than feature-rich enterprise solutions. This makes them appealing to startups or businesses with limited budgets.
Low-cost dialers are often cloud-based or require minimal configuration, which translates to a quicker setup process compared to complex on-premise solutions.
The affordability and potentially simpler interface can make low-cost dialers a good fit for smaller teams with basic outbound calling needs.
If you're running straightforward campaigns with a limited number of call variables, a low-cost dialer might suffice.
While some low-cost dialers offer basic functionalities, they might lack advanced features like:
These missing features can hinder your ability to optimize call center operations and maximize results.
Low-cost dialers might not have robust compliance features, putting you at risk of violating telemarketing regulations like the Telephone Consumer Protection Act (TCPA) in the US.
As your business expands, a low-cost dialer might struggle to handle increasing call volume or integrate with additional features you might need down the line.
Selecting the right predictive dialer is crucial for optimizing your call center's performance. Here are five key considerations beyond the essential features we've already discussed:
Understand telemarketing regulations in your target markets. Ensure the dialer offers features like automatic Do Not Call (DNC) list scrubbing, call recording for compliance purposes, and clear opt-out mechanisms.
Consider your future growth plans. Choose a dialer that can scale with your increasing call volume and agent count.
Ensure seamless integration with your existing CRM, marketing automation platform, or other business applications for streamlined data flow.
Go beyond basic call metrics. Look for a dialer that provides in-depth reporting on agent performance, campaign effectiveness, and key performance indicators (KPIs) relevant to your specific goals.
Utilize these insights to identify areas for improvement, optimize call strategies, and coach agents for better results.
Prioritize data security. Look for a dialer with robust security features to safeguard sensitive customer information.
Ensure the provider offers high uptime and reliable service to minimize call center disruptions and lost productivity.
Evaluate the quality and availability of customer support offered by the dialer provider.
Prompt and efficient support is crucial for resolving technical issues and maximizing your return on investment.
So, now you've got your head around the costs of predictive dialers. You might even know which one you want to buy.
But as we've already discussed, predictive dialers aren't standalone products; you'll need to integrate them with a powerful CRM platform.
You know, like Ringy?
Book a demo with our team today, and find out how the whole thing works.