Predictive dialers use sophisticated algorithms that take into account a number of factors
including the following:
- Number of call centre staff available
- Average number of line conversations per hour
- Average number of line conversations per person
- Call history to customers
- Customer preferences (e.g. time of day)
- Call priorities
By applying these algorithms in a given environment, the percentage of
"talk time" can be increased and the amount of "wait time"
can be reduced.
