A predictive dialer dials a list of telephone numbers and connects answered dials to people making calls, often referred to as agents. Predictive dialers use statistical algorithms to minimize the time that agents spend waiting between conversations while reducing the occurrence of someone answering when no agent is available.

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What is Predictive Dialing Definition

When dialing numbers one at a time, there are two sources of delay. First, only some fraction of dials is answered. So, for example, if 1 out of 3 numbers is answered, a Predictive Dialing might dial three lines every time an agent becomes available. Second, even dials that are answered take some time before being picked up. If it typically takes 10 seconds for someone to pick up, and conversations usually last 90 seconds, a Predictive Dialing might start dialing at 80 seconds.

Dialing one number at a time, only when an agent is available, usually keeps agents utilized for 40 minutes per hour (33% idle time). Predictive dialing can increase utilization to 57 minutes per hour (5% idle time).

Predictive Dialing may be standalone hardware devices, or they may be integrated into software with call center or contact center platforms. When combined, the dialer often also performs less aggressive dialing modes, such as power, progressive, or preview dialing.

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Difference Between Progressive and Predictive Dialers

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Progressive Dialer

A progressive dialler removes the choice of when the following name is produced from your advisors. On finishing the earlier name (or transferring from “Wrap-up” to “Go prepared”) the system routinely dials the subsequent quantity on the record. This removes the wait time between calls and may enhance productiveness considerably.

That is ultimate the place the calls are very related in nature and advisors profit from having the system tee up the following name for them.

Predictive Dialler

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Probably the most intensive resolution is the predictive dialler.  With the progressive dialler though calls are made as quickly as advisors can be found lots of these calls incur an extended ring time, are engaged or hit an answer-phone – all wasted time with an advisor on the top of the road.

The Predictive Dialing determines the share of calls will likely be unsuccessful and due to this fact over-dials connecting ‘stay’ callers to the advisors as quickly as they arrive accessibly.

Predictive Dial System Defination

Predictive Dialing are usually utilized in very excessive quantity low margin outbound contact centers the place the effectivity of the advisors and the associated fee per name are paramount – seconds matter.

The areas to concentrate on are two-fold.  As we see in TV programs, until managed accurately predictive diallers can over compensate and find yourself with other stay callers than advisors.  This leaves bewildered prospects or prospects hanging on a useless line.  To counter this, Ofcom rules state that no more than 3% of callers can be abandoned in this manner.