What is a Predictive Dialer?
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What is a predictive dialer? While millions of people are touched by them every day, very few of us can answer the question. It's because predictive dialers are an enabling technology used to increase the productivity of call centers. When the technology is successfully deployed, it's supposed to be invisible to everyone except the people who run the call centers.
Contact centers or call centers are the business end of a global industry that employs millions of people and generates billions of dollars in revenue annually. At the heart of nearly every contact center is one or more predictive dialers. The industry could not survive without them.
Predictive dialer or predictive auto dialer systems are used not only by large enterprises, but also SMBs. They use hosted predictive dialer services, which provide access to the technology and specialist staff on an agreed basis.
One way of answering the question - what is a predictive dialer? - is to list the main things that they do to increase the productivity of a call center:
- 1. Automatically dial lists of telephone numbers.
- 2. Sense if phone calls are answered or not.
- 3. Sense if phone calls are answered by a machine or a person.
- 4. Monitor the availability of agents to take calls.
- 5. Connect calls to agents when a "person" answers.
- 6. Display scripts for use by the agent.
- 7. Manage call volumes so as to maximize productivity.
- 8. Manage call volumes so as to comply with legal requirements.
- 9. Report on the productivity of agents.
- 10. Capture statistics for management purposes.
This is a list of the basic things that nearly all predictive dialers do. The key objective is to increase the amount of time that agents spend speaking to people rather than dialing, waiting, dialing ...
The technology has now become very sophisticated. It is a consequence of developments in predictive dialer software.
From What is a Predictive Dialer to Predictive Dialer Software
From What is a Predictive Dialer to Business Phone Tools
