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Glossary

What is Predictive Dialing?

A predictive dialing system definition refers to a process of making various outgoing calls without using agents. After that, when a call is answered then it is passed to the agents. A computer has certain algorithms on which it makes dialing decisions to support business objectives.


A predictive dialer is a type of automated dialer that places calls prior to the arrival of personnel. So, its goal is to increase agent productivity by calling as many leads as possible.


When the call is not answered then the system moves immediately on to the next lead. On the other hand, calls that are answered are immediately sent to the available agent. As a consequence, more productive conversation time is available, which leads to higher contact center productivity.

How Does a Predictive Dialer Work?


Predictive dialers, as the name implies, estimate when agents will be ready to take the next call and then dial numbers on their behalf. Therefore, the dialer uses algorithms to anticipate when an agent should terminate a call and then dials a different number. When predictive dialers work properly then they offer agents a steady stream of calls with little to no downtime.


This might help agents and telemarketers save a lot of time. For instance, calling a phone number by hand may take up to 30 seconds. And just one out of every three or four calls will likely be returned. On the other end, predictive dialers may evaluate the typical length of a call as well as the average number of dials necessary to establish a connection and then allow agents to move from one call to another one.

What are the Key Advantages of Using Predictive Dialing?


As compared to the manual dialer, the predictive dialer plays an important role to save lots of time of the customer as well as the agent. Additionally, it also drastically minimizes downtime.


For instance, while dialing a manual call, agents take 30 seconds to dial a number. And also, a few attempts may be required before the call gets answered.


Predictive dialing optimizes by calculating the average time of the call and the average number of attempts needed to make a connection.


Consider the following list of a few key benefits of a predictive dialer:


1. Enhance interviewers' working hours.


2. Reduce the rate neglection.


3. Changes in real-time.


4. Designed to follow the rules and limits of research as maximum attempts or silent calls percentage.

Which Industries Use Predictive Dialers?


Predictive dialers are extensively used in telemarketing, market research, debt collection, and customer service follow-up. Furthermore, some lead qualification agents use predictive dialers to extend their time on the phone with leads during outbound sales prospecting.


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