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The Function of Predictive Dialer Software

Predictive Dialer Software is used in call centers to increase productivity and decrease agent average idle time. Predictive dialing is a system of outbound calling that dials without an agent being on the line. The system dials a telephone number, listens to the result and when a live "hello" is detected, automatically transfers the call quickly to an available idle agent. The predictive dialing software places numerous calls simultaneously, checking each number for a live human voice. If the call is busy, no answer, not working, etc., the predictive dialer software either discards or reschedules the call and then dials another telephone number.If the predictive dialing software detects a human voice, it delivers a screen pop up to an available agent who picks up the call. Most of the telemarketers use predictive dialing software that calls numbers from a database, and connects to a telemarketer only if a person answers. This is the reason that sometimes a little delay or a faint click is heard after you say "Hello" and before an agent responds. The dialer is predictive because it anticipates when the next agent will become available and when the next "hello" will be detected. They also keep into account how many agents are present on active duty and according adjusts the number of calls dialed. This predictive dialer software can even be programmed to reject answering machines. Predictive dialing software is commonly used for telemarketing, surveys, appointment confirmation, payment collection, and service follow-ups.

Predictive dialer software makes use of complex algorithms to predict calls. An average call in a call centre could range between 3 minutes to 15 minutes depending on the services they provide. The predictive dialing software scans the number of agents available on duty, estimates the time when an agent would become free and accordingly adjusts the number of dialed calls. This is a far departure from dialing attempts when call centre industry was in nascent phase. In earlier days the dialers used to begin a new dialing attempt every n seconds (3 to 10 seconds).These earlier dialers resulted in lots of agent idle time and abandoned calls.