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>>What
is a predictive dialer?
Can
you explain exactly what a call center predictive dialer
is and how it works?
Myra's
answer What
is a predictive dialer?
The textbook definition
of predictive dialer (according to Wikipedia) is a
computerized system that automatically dials batches of
telephone numbers for connection to agents assigned to
sales or other campaigns. Predictive dialers are widely
used in call centers.
Predictive dialers were
developed from the autodialer.
While the basic autodialer
merely automatically dials telephone numbers for call
center agents who are idle or waiting for a call, the
predictive dialer uses a variety of algorithms to
predict both the availability of agents and called party
answers, adjusting the calling process to the number of
agents it anticipates (or predicts) will be available
when the calls it places are expected to be answered.
The predictive dialer
monitors the answers to the calls it places, detecting
how the calls it makes are answered. It discards
unanswered calls, engaged numbers, disconnected lines,
answers from fax machines, answering machines and
similar automated services, and only connects calls
answered by people to waiting sales representatives.
Thus, it frees agents from listening to unanswered or
unsuccessful calls.
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