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What is a predictive dialer and how does the predictive dialing work?

What is a predictive dialer you may ask? Have you ever been at home and the phone rings and when you answer it you get a recording that states, "Don't hang up, we have a very important message for you?" or more commonly, "Please hold while a representative comes on the line." This is the result of predictive dialing.

A predictive dialer is an outbound call center processing system that is designed to automatically dial out from a list of telephone numbers and direct them to a agent of the call center when a live person answers the phone. It will screen out answering machines, busy signals or operator intercepts and will record the results for the call center. It helps maintain a high level of utilization and cost efficiency in the call center.

Predictive dialers are widely used in call centers because the call center can become instantly more productive with more calls handled by fewer agents, including work at home employees. They are amazing devices when one thinks about it. A human agent can make only so many calls per hour, but when you add one of these systems, the company can increase its telemarketing efforts by an exponential margin.

When your company decides to start using a predictive dialer, remember the goal is to increase call center representative effectiveness, just as operational efficiency is enhanced. Also remember that you will want to choose a system that will expand as your company does.

Make sure the predictive dialing system you do choose for your company is customizable as well. While one that you buy as is might work in some situations, they will not work in all industries and it might not work best for your company.

There is a downside to predictive dialers, however. Some potential customers out there will hang up as soon as they hear a recording that tells them to wait for an important message or to wait for a representative to come on the line. I know from personal experience when I have received these calls that when I hear I am to hold, I become irritated because the way I look at it is, the company called me on my time, why should I have to wait. I prefer a personal touch rather than a cold recording. But if you are looking to make more contacts per hour and your company does cold calling, the predictive dialer is a perfect choice for you and your company.