What is a Predictive Dialler?
A predictive dialler is an automated telephone dialing system that enables call centre agents to dramatically increase their number of live connections. Predictive diallers connect agents only to calls that are actually answered by people, freeing agents from the need to listen to unanswered calls, busy signals, disconnected lines, or answers from fax machines, answering machines and other automatic services.
Predictive diallers use mathematical formulas to predict both the average time it will take for calls to be answered and agent availability and adjusts the dialling rate accordingly. A predictive dialler learns to anticipate when agents will become available and speeds up and slows down the dialling rate accordingly. Good predictive diallers can also analyse unsuccessful calls to determine if the number needs to be called back later or requires special handling, such as a manual call by an agent.