A predictive dialer is an outbound call processing system designed to maintain a high level of utilization and cost efficiency in the contact center. The dialer automatically calls a list of telephone numbers, screens the unnecessary calls such as answering machines and busy signals, and then connects a waiting representative with the customer. Predictive dialers are among the newest generation of high-speed telephone dialing systems.
The predictive dialer, in addition to dialing calls, also monitors the length of each call and develops an average call length. Once the system knows the average call length, the predictive dialer can make the next call and "hand it off" to the collector as soon as the first call has ended. This system maximizes the on-phone time of each collector, and the overall result is, more debtors are contacted in a shorter period of time. All NRC facilities utilize predictive dialers.
A predictive dialer is a system that intelligently makes and queues up calls based on the response and processing time required by a tele-operator to manage a script or questionnaire. It increases efficiency by dialing phone numbers at a certain rate based on the predictive algorithm and filling the pipe so as to keep call agents fed with live connections. As the name implies, predictive dialers use advanced programming to predict the outcome of a call. According to legend, a predictive dialer can turn a less then optimal list into a productive session by maximizing the time that telemarketers spend with potential customers.
If you have something to sell over the telephone and you have little time to sell it, predictive dialers are designed to make your efforts more effective.Consumers--make that you and me--tend to dislike predictive dialers with a passion. It's easy to tell when a predictive dialer has called your number. That long stretch of dead air after you pick up the line (where you typically say "hello, Hello?, HELLO???) is a dead giveaway. The predictive dialer is using that dead air time to route your call to a live attendant. In a house with multiple phone lines, you can sometimes hear the different lines ring simulataneously. This is another tip off that you've been targeted by a predictive dialer. When that happens around here, I let those calls go to voice mail. But that brings up yet another wrinkle ...
Some predictive dialers are programmed to seek out answering machines. They leave messages that sound as if a real person has something of real imporantance to say. Their messages sound earnest, the voices even honest. And when they don't find the answering machines they're looking for, they hang up.
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