What Is A Predictive Dialer

A predictive dialer is an automated dialer that places phone calls even before the agents become available. It's scheduled to increase agents' efficiency by calling as many leads as possible. The system quickly moves on to the next executive after an unanswered call.

The best predictive dialer software delivers an intelligent outbound dialing system that predicts agent availability, automatically calibrates the dialing rate, and connects agents to live prospects.

The predictive dialer for call centers places calls to multiple numbers/leads at the same time, only routing to a live agent when a contact answers their phone. The dialer automatically decreases or increases the number of simultaneous calls based on the percent of dropped calls you want to maintain.

Predictive Dialers Works

Calls are dialed at either a predefined rate or a rate based on variables such as agent availability or past call duration. After dialing the call, the predictive dialer "listens" for an answer. When a live person answers, the call is quickly transferred to a live agent. This listening ability allows the dialer to screen out calls that receive a busy signal or are answered by fax machines, voicemail systems, or answering machines.

Benefits of a Good Predictive Dialer System

Tracking accuracy

Agents have the ability to code each interaction’s outcome, or disposition. Call center managers use these metrics to track trends in list and agent performance.

Improved Do Not Call (DNC) compliance

Predictive dialers integrate DNC compliance into their operation, replacing error-prone practices such as merging or purging spreadsheets or removing DNC numbers from a database. These outdated practices can leave businesses vulnerable to fines or penalties.

Improved agent productivity

By detecting when a live contact is reached, predictive dialers ensure that call center agents don’t waste time with busy signals, voicemail messages, or incorrect numbers.

Boosted call volumes

Companies can reach out to more people in a shorter period of time by calling numbers in quick succession from a database and dialing multiple numbers for each contact.

Better prospect and customer experience

Predictive dialers avoid the risk of annoying or offending existing or potential clients by restricting dialing based on day, time zone, or other variables. They also allow agents to schedule call-backs at a time that is more convenient for the customer.

Agent call transfers

Agents have the ability to initiate three-way conference calls, or transfer calls to other representatives, such as sales agents or product specialists.