A predictive dialer is a software or hardware system that creates a highly efficient way to make phone calls. Telemarketing and sales call centers often use predictive dialers. A dialer uses a list of telephone numbers to automatically place calls for the 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 complete.
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. It creates efficiency 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. In addition, sales staff can reschedule unsuccessful calls automatically to ensure another future call.
CRMs with a Predictive Dialer
The dialer often integrates with a customer relationship management (CRM) system so that the marketer or sales agent can view and add information about the contact. The system can prompt available agents with scripts or provide easy tools to engage customers on the line. In the United States, a predictive dialer should comply with state and federal regulations.