A predictive dialer dials through a list of telephone numbers, connecting answered calls to agents, using a statistical algorithm to minimize the time that agents spend waiting for live connections.

What is a Predictive Dialer?

Predictive dialers utilize statistical algorithms to control call output in a given amount of time. The algorithm seeks to optimize the agent connect time. The predictive dialer registers real-time call statistics to dynamically change outbound dialing. For example, if one out of four calls connects to a live recipient, the predictive dialer might attempt to dial three lines every time an agent becomes available. The predictive algorithm takes as an input the dialing connect time of a call. So, for example, if it typically takes 10 seconds for a recipient to pick up, and conversations typically last 80 seconds, a predictive might attempt dialing at 70 seconds.

Each predictive dialing platform has variations in their predictive algorithm to optimize connect time and results vary.

Connection Optimization

While results of agent connect time vary, studies show significant connect time optimization. Dialing one number at a time, when an agent is available, on average keeps agents connected for 40 minutes per hour. Predictive dialing can increase connect time to 57 minutes per hour.

Product Application

Predictive dialers are commonly used by sales organizations and call centers to connect to prospects and members. These dialers are commonly used by political organizations to make outbound calls to connect to registered voters and supporters. 

Regulations

In the U.S., the Federal Communications Commission (FCC) requires that predictive dialers abandon less than 3 percent of answered calls, and calls cannot be made to numbers registered with the National Do Not Call Registry. The FCC considers any call that is answered, but no agent is available within two seconds of the person’s greeting, to be abandoned. In order to ensure compliance, CallFire's Cloud Call Center does not incorporate predictive dialing algorithms.