Predictive Dialers

What are Predictive Dialers?

Predictive dialers are automated dialers that help you make your call center agents more productive and increase talk time by increasing the number of outbound calls they’re able to make. They do this by making calls before agents become available and transferring calls to available agents when they become available.  

How do predictive dialers work?

Predictive dialers use pacing algorithms to determine when an agent is likely to become available to take a customer’s call. These algorithms calculate the average time agents spend on calls and continuously recalibrate their predictions. They will then dial and transfer calls to agents when they predict agents will be available. If a lead doesn’t answer the call, the dialer uses the next number on a predefined list to make the next.  

What is the difference between predictive dialers and auto dialers?

The main purpose of auto dialers is to streamline agents’ workflows and make their life easier by automatically dialing numbers and connecting agents to these calls when a customer or lead picks up the phone. In contrast, predictive dialers aim to maximize call volume by dialing as many numbers and connecting agents to as many calls as possible.  

Why should you use predictive dialers?

When you use predictive dialers for your call center, you’ll get to enjoy several benefits. For one, you’ll improve agent efficiency significantly and enhance your customer experience. In addition, you’ll improve your lead management processes, increase your conversion rate, and, ultimately, make more sales and generate more revenue. 

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