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About predictive dialer in call centers

Predictive outbound dialing is made using complex dialing calculation. Predictive dialing is based on many criteria like contact radio, average talk time, abandonment percentage, operators waiting for calls, operators in calls, after call work. Efficient call center software must include feature that allows the agent to call multiple lists simultaneously, ensuring very good results for any campaign. When the dialer arrives at the target of a list, move to the list having the highest priority, leaving the previous list. Permanent supervision is not necessary for the dialer. It is possible to determine when should be placed the next call, using real time statistics.

Predictive dialer allows the operators to move between web-bound, inbound and outbound calls maximizing the call center efficiency. Predictive dialing features provide flexibility in hi-tech solution for the best advanced call center software. Here are some predictive dialing features:

• efficient dial for multiple lists with priority
• business to business algorithm
• the same system can do auto dialing and progressive dialing
• automatically leave messages on answering machine option
• the possibility to dial multiple programs in the same time
• pacing control made individually for any program
• good manipulation of leads using a query builder
• considering time zone and weighting using queries and blend lists
• control the answering machines sensitivity

Predictive dialer feature consequence is the increase of the outbound traffic, when the inbound call volume is low.

The call center can become more efficient handling more phone calls by fewer agents, including work at home agents.