A predictive dialer is a computerized dialing system that allows call center agents to dramatically increase live connections. Unlike traditional auto-dialers, which merely dial phone numbers for
agents, predictive dialers only connect agents to calls that are actually answered by people, freeing agents from the need to listen to unanswered calls, busy signals, disconnected lines, or answers from
fax machines, answering machines and other automatic services.
Predictive dialers use mathematical formulas known as algorithms to predict both the average time it will take for calls to be answered and agent availability, adjusting the calling rate accordingly.
A predictive dialer, such as the one offered by Five9, Inc., learns from average call length when to anticipate that an agent will soon become available and speeds up and slows down the dialing rate
accordingly. The dialer monitors how calls are answered and discards unanswered or otherwise unsuccessful calls. A good predictive dialer can also analyze unsuccessful calls to determine if the
number needs to be called back later or requires special handling, such as a manual call by an agent.
Predictive dialers become more accurate at predicting average call length and agent availability as more agents use the system. The reason is simply that averages based on large samples are more
accurate than averages based on small ones. When more agents use the system, more calls are made and there are more data points from which to derive average call length.
Predictive dialers maximize revenues per call center agent by increasing live connections by up to 300%.
Without Predictive Dialing
With Predictive Dialing
Typically, only 25-35% of calls dialed will actually be answered by a live person; the rest are not answered at all, get busy signals, or are answered by a machine or other electronic system. With a predictive dialer, only those calls that are answered live are transferred to an agent, increasing the time agents spend in actual conversation from 15 minutes out of every hour to almost 50. With up to three times more connections, predictive dialers lower the cost per lead, increase business activity per day, and improve overall agent efficiency.
