The Science Behind Predictive Dialing

Contact centers and telemarketing firms worldwide are taking advantage of the benefits of predictive dialing, including hosted predictive dialers; however, like so many great forms of technology, the way that this technology actually functions can often remain a mystery. Let’s take a look at the science behind predictive dialing. It will certainly help contact centers and telemarketing firms better utilize the technology once they know more about it.

How are the number of calls decided?

The number of calls in-dial at any one moment is calculated by a dialing algorithm component. This predictive algorithm uses certain initial statistics on which it bases its calculations.

What are the statistics utilized?

The number of call attempts that exist in the agent’s call history are used to make sure that call statistics are correct. In this way, every agent will have a different call history, and as such, each algorithm will be unique to the particular agent at most companies.

What is a silent call?

A silent call happens when a connection is made, but there is no agent available to take the call. In order to make this situation as convenient as possible for the potential customer, many agents will record a message that is automatically played when this happens.

Is it easy to switch between predictive and non-predictive dialing?

Many contact centers and telemarketing firms offer the ability to easily switch between predictive and non-predictive dialing. There are often systems in place to ensure that predictive dialing only takes place when the silent call limits have not been met. The “limit,” – though it varies from company to company – can be calculated as a percentage of silent calls against total connected calls.

Now that you know a bit more about how predictive dialing works, it’s time to get out on the floor and put it to great use!

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