Advance Matrix Systems

Predictive dialer
What is a predictive dialer?
A predictive dialer is a type of an auto dialer software system that automatically dials phone numbers from the list of contacts until it detects a connection and routes it to an available agent. In the process, the dialer can automatically screen out unanswered calls, busy tone signals, voicemails, disconnected numbers and other phone-related issues. That ensures maximum agent utilization, minimized waiting time and more talk time for agents resulting in improved agent productivity.

A predictive dialing system utilizes various call metrics, special algorithms and mathematical formulas to forecast when an agent becomes available to take the phone call, and then modifies the dialing rate accordingly. The ability of the system to predict when an agent can take the next call is what sets predictive dialers apart from other automated dialing modes. Thus, if the majority of agents are engaged in conversations, the predictive dialer will adjust its outreach (slow down or even stop) until agents become available again.

Predictive dialers have been in use for around 30 years. Once invented, they were predominantly utilized in the banking industry, particularly for the debt collection purposes. Today, predictive dialer software can be found in call centers supporting a variety of organizations in different industries such as telemarketing, travel and tourism, banking and finance, mortgage and insurance, etc.

Inbound and Outbound Call Center Software
Call center software by LiveAgent
Features of predictive dialers
A typical cloud-based call center software that includes a predictive outbound dialer would offer these basic features:

Pacing ratio: allows increasing or decreasing the number of outgoing calls per agent for optimal agent efficiency.
CRM display: enables agents to easily access each customer record with all the available information to better serve their needs.
Filter based calling: allows filtering out the numbers based on their time-zone and area codes.
Answering machine detection: determines whether a call has been picked up by an actual human or an answering machine.
Voicemail message drop: allows dropping pre-recorded messages to customers.
Call recording: allows to record calls and review them later for agent monitoring and training purposes.
Call monitoring: enables call center managers to monitor the number of outgoing calls and preview their quality.
Call-back scheduling and reminders: allows scheduling time of call backs and set reminders.
Reports and analytics: allows generating various types of reports, including real-time reports to track agent performance and identify areas that need improvement.

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