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What is Predictive Dialing?

It is the process of making outbound calls in serial order or in a queue using algorithmic programming codes.  Predictive dialing ensures higher cost-efficiency, resource utilization, and operational excellence in outbound call centers.  Whenever a call center agent gets free, predictive dialers start making calls and connect all the answered calls to agents so that they can conduct outbound call center function efficiently.  Not only this, by using predictive dialing, a call center can also efficiently screen all the unresponsive calls and the ones that are answered by automated machines.  This helps immensely in making the most of available resources and time, and ensures smooth execution of call center processes.

There are plenty of advantages of using predictive dialing in outbound call center, and therefore, plenty of service providers are getting attracted towards this method of making outbound calls.  First of all, it ensures efficient resource utilization.  While making outbound calls manually, agents have to put in extra time and efforts.  This obviously leads to low productivity, and therefore, call center outsourcing firms use predictive dialing system.  Predictive dialing not only ensures better utilization of available resources, but also guarantees higher efficiency of outbound calling processes.  As soon as an agent gets free in a call center, predictive dialing system initiates designated number of outbound calls and makes sure that those agents are connected to prospects and customers in minimum span of time.

Predictive dialing system can be integrated with companies’ CRMs, and this further helps in streamlining sales processes.  These types of predictive dialing systems can screen those calls which are unanswered, and also ensure progressive dialing or preview dialing.  As predictive dialing systems are equipped with telephony boards, it certainly helps in increasing the cost-efficiency of outbound calling processes.  Predictive dialing systems in call centers have certainly been able to meet a wide range of industry specific requirements; therefore, businesses outsource call center functions to efficient service providers.

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