Outbound Call Centers and Predictive Dialers | Call Center Technology

Predictive dialing is a technology used in call centers for outbound dialing, usually telemarketing. Predictive dialers are inexpensive and can be used by even the smallest companies.

Predictive dialers automatically outdial phone numbers from a pre-defined list. The calls are made (from a database or callout list) by the predictive dialing software and passed to a live agent only once a person has answered. This saves the agent from dealing with wrong numbers, answering machines, and calls that are not answered.

A predictive dialer can manage all the tasks associated with making a call. They can queue new calls by using statistical averages to predict when an agent will complete the current call. This technology enables the dialer to begin dialing a new call before the current call is finished.

Predictive dialers can further increase your business’ efficiency by simultaneously delivering the voice call to a telephone (or headset), and that consumer’s record to an agent’s PC. This increases the average productive talk time per agent, per hour.