What is a Predictive Dialer/Predictive Dialing?
Predictive dialers allow call centers to algorithmically predict when agents will be available and how long it takes for calls to be answered. This process enables agents to get more live connections, significantly increasing their productivity. When a machine is reached, fax number is dialed, or busy signal detected, the call is terminated before any agent involvement occurs.
Predictive dialers can support multiple concurrent outbound sales and marketing campaigns. Applications for predictive dialing vary widely. Examples include proactive customer outreach programs like prescription renewal notifications, utility outage notifications and fraud detection notifications.
Predictive dialing is subject to regulations that vary around the world. It is important for those using predictive dialing technology to stay up to date on the regulations that apply to their region and industry.