What is a Predictive Dialer?

Question

How does a Dialer work and where does the data related come from?

Answer 1

It predicts when the next call center representative will be available, based on average call durations from previous calls. It then dials the customer, and when they answer, it sends the call to the next open representative. Unfortunately, sometimes it doesn't work right, and the customer is expected to wait for the rep to become available.

On the initial set up, the timing info comes from the call center management, as they should know how much time each call usually takes. Generally, the system continues to gather data, and updates the timing on the fly.

Answer 2

"A predictive dialer 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."

See more info here : http://en.wikipedia.org/wiki/Predictive_dialer

Answer 3

In a nutshell a predictive dialler is a computerised system that connects to multiple call centre agents and has more outbound lines to dial on than actual agents using the system. The predictive dialler will then make outbound calls to predict when an agent will be available. Therefore a live customer will be available to speak faster than if the agent is not using a predictive dialler.