A predictive dialer dials a list of telephone numbers and connects answered dials to agents making calls. Predictive dialers use statistical algorithms to minimize the time that agents spend waiting between conversations while minimizing the occurrence of someone answering when no agent is available. Such dialer needs the minimum of three agents to work properly.
Intelligently assign calls
The dialer uses algorithms to surmise the exact time that an agent should be finishing up with a call and then dials another number. When working properly, predictive dialers supply agents with a steady stream of calls with little-to-no downtime.
Save agents’ time
Now the agents don’t need to deal with endless wait while the call is connected, getting no answers or busy tones. The screening is carried out by the predictive dialer and this cuts down on the unproductive time expended during operations.
Keep the database updated
Separate call-back lists are maintained with the time of preferred calling. When the time comes, the system will automatically place the call, put an agent on the call and support him on a real-time basis with the relevant information about the customer.
Monitor the performance of agents
Managers can also monitor the performance of agents through the integrated call monitoring and recording interfaces.