Overview on Predictive Dialer

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


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?