Predictive Dialer Used in Call Centers

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 working in call centers in India using this system will affect how many calls the predictive dialer places per hour.

Predictive dialers in call centers in India 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 ‘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 in call centers in India 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 used in any India call center also can set times to call back a potential customer, offer reminders, deliver emails and transfer calls.