Cisco CloudCenter: Get the Hybrid IT Advantage

Predictive Dialer

Definition - What does Predictive Dialer mean?

Predictive dialers are outbound call processing systems that are designed to maintain high levels of activity and provide cost efficiency in contact centers. These dialers are capable of calling a list of telephone numbers automatically, screening unnecessary calls such as answering machines and busy signals, and connecting waiting representatives with customers.

This software-based solutions help companies avoid the use of expensive telephony boards and other associated hardware, which have high maintenance costs. Predictive dialers are easy to install and configure, and therefore occupy a significant position in telemarketing, payment collection, service follow-ups, surveys and appointment confirmation.

Techopedia explains Predictive Dialer

Predictive callers are programmed to predict when human callers can pick up calls by measuring the number of available agents, lines, average handle time and certain other factors to adjust the outbound calls. They use statistical algorithms to reduce the time that agents spend waiting between conversations, also reducing the occurrence of someone answering when no agents are available. When numbers are dialed there might be two sources of delay, the first of which is that only a fraction of dials are answered such that if one out of four dials are answered, predictive dialers dial four lines every time agents are available. The second delay is that even dials that are answered take time before being picked up.<div style="border-style: none; display: inline; "><p class="MsoNormal" style="text-align: justify; "><o:p>Dialing only one number at a time when agents are available means that agents are being used for 40 minutes per hour. Predictive dialing increases utilization to around 57 minutes per hour. If calls are answered but no agents are available within two seconds of a person’s greetings, Federal Communications Commission (FCC) regulations state that the call is abandoned and requires that the dialer play a recorded message. However, the FCC suggests that predictive dialers abandon less than 3% of answered calls.

Share this:

Connect with us

Email Newsletter

Join thousands of others with our weekly newsletter

The 4th Era of IT Infrastructure: Superconverged Systems
The 4th Era of IT Infrastructure: Superconverged Systems:
Learn the benefits and limitations of the 3 generations of IT infrastructure – siloed, converged and hyperconverged – and discover how the 4th...
Approaches and Benefits of Network Virtualization
Approaches and Benefits of Network Virtualization:
Businesses today aspire to achieve a software-defined datacenter (SDDC) to enhance business agility and reduce operational complexity. However, the...
Free E-Book: Public Cloud Guide
Free E-Book: Public Cloud Guide:
This white paper is for leaders of Operations, Engineering, or Infrastructure teams who are creating or executing an IT roadmap.
Free Tool: Virtual Health Monitor
Free Tool: Virtual Health Monitor:
Virtual Health Monitor is a free virtualization monitoring and reporting tool for VMware, Hyper-V, RHEV, and XenServer environments.
Free 30 Day Trial – Turbonomic
Free 30 Day Trial – Turbonomic:
Turbonomic delivers an autonomic platform where virtual and cloud environments self-manage in real-time to assure application performance.