Overview
A predictive dialer is a tool used in call centers to optimize outbound calling efficiency. It automatically dials multiple phone numbers simultaneously and connects agents only to calls answered by humans, filtering out busy signals, voicemails, unanswered calls, and disconnected numbers. This technology utilizes algorithms to predict when a call will be answered, thus ensuring that agents are constantly engaged in live conversations, minimizing idle time.
Details
Call List Management
The system manages a database of phone numbers to be dialed, usually obtained from customer lists or databases.
Dialing Algorithms
Predictive dialers use sophisticated algorithms to determine the optimal rate at which to dial numbers based on factors like call answer rates, agent availability, and call duration.
Call Connect
When a call is answered, the predictive dialer quickly connects it to an available agent. This process is automated to minimize agent downtime between calls.