Call centers are the most common users of predictive dialing, as, for instance, telemarketing companies that make numerous calls. The introduction of predictive dialing was aimed at raising calling centers’ efficiency levels. Prior to the development of this technology, devices called auto dialers were employed at many call centers; these were nothing but computers equipped with telephony boards that ensured automatic dialing of numbers saving a caller the effort of entering the number on a keypad. Predictive dialing is a much more advanced technology than an auto dialer as it also monitors calls made to analyze how they are answered.
It is called predictive dialing because of its capacity to predict the time of availability of callers and accordingly dial them in advance. When a called individual answers a call, he is put through by the predictive dialing to an agent, though a brief delay could transpire at times, as an attempt is made by the predictive dialing attempts in determining whether the answering voice is a recording; in such cases, the predictive dialing ends the call. A prediction is made by the system regarding the number of calls likely to be answered. The objective of predictive dialing is to ensure that agents use their time productively in a calling center.
The predictive dialing collects statistics while monitoring calls such as the proportion f answered calls and uses the statistics to make predictions. A predetermined parameter – such as the ratio of phone lines available to operators available – is used to place calls. The number of calls placed will increase or decrease — based on shifts in this ratio — using computer algorithms incorporated into the dialer.
This page is intended to inform people about some basic features and functions of predictive dialings and demonstrate how they differ from similar technology that people may mistake for being the same thing.
Multiple agents are connected to by a predictive dialing – a computerized system whose outbound lines for dialing outnumber the number of agents employing the system. The dialing is done in a fashion that is based on predictions about the time of availability of telemarketers.
(A predictive dialing relies on its ability to pass any of its telephone lines to any of the available agents). Thus, a predictive dialing has a live customer ready for an agent in a much quicker way than any other dialing system.