A predictive dialer is a software or hardware system that creates a highly efficient way to make phone calls. Typically used in telemarketing and sales call centers, the dialer uses a list of telephone number to automatically call out on behalf of the marketer or sales agent. The goal of a predictive dialer system is to make as many successful calls as possible over time, automatically moving through the list of telephone numbers as calls are completed.
What Are the Advantages of a Predictive Dialer?
A predictive dialer system uses statistics and formulas to adjust dialing rates, speeding up and slowing down based on factors like number of available agents and lines, average call time and other applicable data. One efficiency created because it only connects an agent to a call that is answered by a person. As a result, agents avoid busy signals, unanswered calls, voice mail, answering machines, FAX machines or disconnected numbers. Another efficiency is that the dialer can initiate the call before the last call is even complete, so the time spent dialing actually overlaps the previous call. This approach mitigates idle time for agents. Still another advantage is that unsuccessful calls can be rescheduled automatically to ensure another call is made in the future.
CRMs with a Predictive Dialer
In many cases, the dialer is integrated with a customer relationship management (CRM) system so that the marketer or sales agent can review and add information about the person being contacted. Available agents can be prompted with scripts or provided with easy tools to engage customers on the line. In the United States, a predictive dialer should be designed to comply with state and federal regulations.