Overview on Predictive Dialer

Posted by | Posted in Contact Center | Posted on 18-11-2010

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A predictive dialer is a computerized system that works on statistical algorithms to dial a list of telephone numbers and connects the answered dials to the people making calls, generally known as agents. As the name states predictive, a predictive dialer predicts or anticipates when the next agent or executive will be free and transfers the answered call to him/ her. As a system it automatically dials batches of telephone numbers and connects it with agents assigned to sales or other campaigns. It minimizes the time of the agents between conversations, while minimizing the occurrence of someone answering when no agents are available. Predictive dialers are used widely in call centers, also referred as contact centers. It allows the call center to manage their clients in better way, along with increased production and business efficiencies.

For an outbound call center, predictive dialer works effectively in the form of hosted predictive dialing system or as a call processing system, which is specifically designed to maintain a high level of leads utilization, along with cost efficiencies. It automatically dials and connects to a telephone from a list of telephone numbers and transfers it to a waiting executive or an agent, shunning the unnecessary calls such as answering machines and busy signals.

How a Predictive dialer works?

In call center and other places where Predictive dialer is deployed, information pertaining to the telephone numbers is stored on a network server. Besides, all agents who make the call via this hosted predictive dialer are also linked with the server. The network is also associated with the predictive dialer in the form of hard or soft dialer. The calls are automatically managed by the dialer and screens out the busy, answering machine and unanswered calls. Only the live calls or the calls which are answered are transferred to the agents.

As when the agents gets the calls, all the relevant information related to the dialed number is displayed on the agent’s screen, so the agent can start the conversation accordingly. Predictive dialer automatically and continuously keep on adjusting its dialing patterns based on average number or rings before the customer picks up the phone, percentage of dialed phones which are answered, average talk time length, number of agents and more.

Advantages of Predictive Dialer

  1. Automatically dials and manages the calls.
  2. Filters answering machines, unanswered calls, busy tones, etc.
  3. Designed to maintain a high level of leads utilization.
  4. Proves to be cost effective solution.
  5. Helps to increase business efficiencies.
  6. Helps to increase business productivity.
  7. Only the live calls are transferred to the agents.
  8. Automatically and continuously keeps on adjusting its dialing patterns.
  9. And much more…

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