What's the difference between predictive and manual phone banking?

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By default, Impactive's dialer technology is "predictive." That means that the dialer automatically makes a larger number of calls than volunteers active on the phone bank, algorithmically predicting the right number of calls to make in order to match active volunteers with contacts who answer the phone. This makes for an efficient phone banking experience, where volunteers move through the call list quickly. 

 

However, the key requirement of predictive phone banks is that they must include a minimum of three active volunteers for the predictive technology to work. This typically means that phone banks must be pre-scheduled events with many volunteers attending - which is totally fine in many organizing use cases, but poses issues for other types of programs. 

 

That's why we've introduced manual phone banking, an option that turns off predictive technology. Effectively, this means that a certain phone bank can be left open for days or weeks at a time, and volunteers can pop in anytime to make as many calls as they want. The volunteer experience will be a bit less efficient, because each call is queued one at a time; volunteers might have to wait for a while to connect to a person (if Answering Machine Detection is left on), or might connect to quite a few voicemails before they reach a person (if Answering Machine Detection is turned off). Other than this slowdown, the volunteer experience will be identical in terms of indicating that they're ready for their next call, working through the script, filling a report, etc. 

 

With any questions about this new manual phone banking capability, reach out to support@impactive.io

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