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What is a Predictive Dialer?

TMCnews Featured Article

August 13, 2012

What is a Predictive Dialer?

By Jamie Epstein, TMCnet Web Editor

A Predictive Dialer is a computer-based dialing system that has the ability to quickly make multiple outbound calls, pulling from a database of phone numbers that connect to a variety of communication and telephone lines. The configuration and the amount of agents using this system will affect how many calls the Predictive Dialer places per hour.

Predictive dialers use statistical algorithms to greatly cut the amount of time agents spend waiting between conversations, while almost completely eliminating the chance of someone answering when no agent is available to speak to them.

The “Do-not-call” Federal list is looked at before the callers’ numbers are loaded into the database. The registry is managed by the Federal Trade Commission (FTC (News - Alert)), a U.S agency that was created to protect consumers.

The “Predictive” in Predictive dialers basically describes the ability that the dialer possesses—being able to decrease or increase the call volume, depending on how long it takes for an agent to complete the call process. Call times can change each day based on various factors including: the fact some campaigns are longer than others, the widely varying amount of information about specific products and the amount of staff on the clock.

Predictive Dialer systems differ from auto dialers as these systems allow live agents to interact with live clients, providing agents with crucial client information on their computer screens and continuously updating all web page or CRM-based application information related to that specific client.

Predictive dialers also can set times to call back a potential customer, offer reminders, deliver emails and transfer calls.

Jamie Epstein is a TMCnet Web Editor. Previously she interned at News 12 Long Island as a reporter's assistant. After working as an administrative assistant for a year, she joined TMC (News - Alert) as a Web editor for TMCnet. Jamie grew up on the North Shore of Long Island and holds a bachelor's degree in mass communication with a concentration in broadcasting from Five Towns College. To read more of her articles, please visit her columnist page.

Edited by Rich Steeves

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