What is Predictive Dialing?
Predictive Dialing is a system for making outbound calls, at which the system automatically dials a phone number without a representative or agent on the line. The predictive dialer works like this: The system dials the phone, listens, and when a live “hello” is detected, automatically transfers the call to an available agent. The predictive dialer places numerous calls simultaneously, checking each number for a live “hello” or for another call disposition. If the call is busy, no answer, or not working, the predictive dialing program either discards or reschedules the call, then will automatically dial another number. The reason why they call a predictive dialer a “predictive dialer” is: because it is predictive. In other words, it anticipates when the next representative or agent will become available, and when the next “hello” will be detected. Predictive dialing programs can automatically adjust the calling pattern, the number of agents or representatives it is servicing, and the a
Predictive dialing uses a computer-based system that automatically dials groups of telephone numbers, and then passes calls to available operators or agents in a calling center once the calls are connected. The most common use of predictive dialing is in call centers which make large amounts of calls, such as those run by telemarketing companies. Predictive dialing was introduced for the purpose of increasing efficiency within calling centers. Prior to its development, most call centers used devices known as autodialers, which were merely computers equipped with telephony boards that could dial a number without a caller having to manually enter it on a keypad. Predictive dialing is far more advanced than using an autodialer because it monitors calls made to see how they are answered. If the call goes unanswered, is met with a busy signal or answering machine, or reaches a fax machine, the predictive dialer immediately ends the call. Only calls that are answered by a live person are put
Predictive dialing is a system of outbound calling that dials without the agent on the line. The system dials the phone, listens and when a live “hello” or short greeting is detected, automatically transfers the call to an available agent. The dialer places numerous calls simultaneously, checking each number for a live “hello” or for another call disposition. If the call is busy, no answer, not working, etc., the dialer either discards or reschedules the call, then dials another number. The dialer is predictive because it anticipates when the next agent will become available, and when the next “hello” will be detected. Most predictive phone dialers automatically adjust to calling patterns, the number of agents, and the average call length. If calls are short, a dialer should dial more lines. If fewer agents are available, a dialer should dial less frequently. If calling patterns change, the dialer should change with them. It should also be able to handle multiple projects, and multiple
