A predictive dialer is a device that is used to dial
telephone numbers by using algorithms that project when call center agents
will be free to handle the initiated calls. By monitoring call patterns,
call history and
outcomes, predictive dialer
technology can synchronize call initiation with the anticipated availability
of agents.
This synchronization minimizes the unproductive wait times that result
when phone lines are engaged, calls are unanswered or when phone calls
are intercepted
by fax or answering machines.
Predictive dialer technology is able to:
- initiate phone calls using a database of phone numbers
- dial numbers in anticipation of agents becoming available
- track unanswered calls (e.g. engaged lines, disconnected lines)
- leave messages on answering machines
- transfer answered calls to waiting agents
- track call outcomes (e.g. sale made, uninterested customer)
This tutorial provides an overview of predictive dialer technologies.
It discusses features, hardware, software and related topics of interest.
