A Predictive Dialer Software is a computer-based dialing system that can fast make multiple outbound calls. Predictive dialing is a system of outbound calling that dials without the agent on the line. The system dials the phone, listens, and when alive, "hello" or short greeting is detected, automatically transfers the call to an available agent. The dialer places numerous calls simultaneously, checking each number for a living "hello" or another call disposition. If the ring is busy, no answer, not working, etc., the dialer either discards or reschedules the call, then dials another number. The dialer is predictive because it anticipates when the next agent will become available and when the next "hello" will be detected.
Most predictive phone dialers automatically adjust to calling patterns, the number of agents, and the average call length. If calls are short, a dialer should dial more lines. If fewer agents are available, a dialer should dial less frequently. If calling patterns change, the dialer should change with them. It should also handle multiple projects and multiple calling lists, seamlessly switching between them. Finally, one should modify the frequency with which the dialer "abandons" a call. An abandoned call occurs when a live person picks up the phone, but no available agents take the call. When the person hangs up the phone before the dialer switches the call to an agent, the call is "abandoned." A high-quality dialer will automatically adjust the calling rate to minimize abandoned calls and maximize agent talk time.
Predictive dialing is generally used for business-to-consumer calling, where the individual identity of the consumer is not entirely relevant to the call. Using predictive dialing, the agent has no time to preview the ring before the connection. Additionally, it is assumed that abandoned calls to anonymous consumers do not harm the call centers' business. However, because companies answer their calls with a business greeting and require individual preparation, predictive dialing is generally not used to call business customers.
