Predictive Dialling

Author: CCa2z

Date: 15th November 2004

A Predictive Dialler is a system that automatically dials outbound telephone calls from a pre-determined calling list.

The dialler presents an outbound call to the next available advisor, in very much the same way as an Automatic Call Distributor (ACD) presents an incoming call to the next available advisor.

Diallers improve contact rates enormously by only connecting the advisor with a live person.  The system detects, screens and records all dialling attempts which do not result in a person answering the telephone (i.e. busy, unobtainable, no answer, fax, answer machine) and delivers answered calls with the relevant information, to the first available agent.

Call blending occurs when an advisor can take both inbound and outbound calls. This maximises advisor occupancy by providing outbound calls during call troughs.

Predictive dialling can, in some cases, improve productivity by up to 300%

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