Predictive Dialer Overview

What is a predictive dialer

A predictive dialer is an automated dialer that only connects live answers to agents. If a call is answered by a machine, the dialer with skips it or leaves a message automatically.

How does it work

When a predictive dialer makes a call, it first tries to detect whether the call is answered by a machine or live human. This is done by analyzing the incoming audio through an algorithm called call progress detection. If it is answered by a live human, the dialer finds an available agent and connects the call immediately. If it is a machine, it hangs up the call or waiting for a beep to leave a message.

To the callee, there is no difference between a call placed by a predictive dialer or by an agent manually. After he or she says hello, he hears the voice of an agent immediately. There might be a slight delay after he says hello, but it is usually negligible.

Why a predictive dialer can easily double or triple productivity?

The main reason is that the dialer uses more lines than the number of agents. So while agents are talking to customers, the dialer is handling machines and making new calls in the background, thus keeping agents busy as much as possible.

For example, if on average you reach live answer only half the time because machines are handled in the background, you can easily save half the time to go through your call list.