Predictive Dialling 

A Predictive Dialer is an automated, computerized system (hardware and software) that dials batches of telephone numbers and then, once the called person has answered, transmits the calls to a live operator assigned to sales or other campaigns.

Applications of Predictive Dialing

Predictive dialers are widely used in call centers for:

  • Telemarketing (BtoC and BtoB sales, appointment scheduling, lead generation);
  • Market research;
  • Public Relations and collections; 
  • Surveys; 
  • Polling;
  • Customer Service: Follow-up; 
  • Charities; 
  • Reminders; 
  • Mass notifications.

Predictive dialers can considerably increase the number of human voice contacts that an agent can make in a working day. 

How does a predictive dialer function?

A predictive dialer performs many tasks. At the basis of a predictive dialer system there is a list manager that organizes phone lists into demographically related groups and transfers these phone numbers to the actual dialer.

In order to achieve its objectives a predictive dialer performs the following actions:

  • it dials numbers associated with a target database or list;
  • it filters the calls where the contact with a live human voice is not achieved;
  • it detects answering machines and leaves automatic messages on voice mails;
  • it calls back on missed calls automatically; 
  • it monitors the availability of call center agents to take calls; 
  • it turns the calls over to agents based on their accessibility and other factors like skill, experience, knowledge and so on;
  • it manages outbound calls recording;
  • it monitors and reports on agent call handling metrics.

The call is typically dropped if there are too many calls made and there are not enough agents to handle them. On the other hand agents will sit idle if not enough calls are made ahead.

A predictive dialer uses a complex mathematical formula which tries to "predict" when to dial a phone call. It takes into account many different factors in determining how many phone numbers should be dialed to keep a certain number of agents busy, and avoiding calling too many numbers. These factors are:

  • the average phone call length;
  • average number of rings before a customer picks up the phone;
  • percentage of dialed phone calls that are answered;
  • average length of talk time on each phone call;
  • number of agents using the system and desired abandonment rate. 

Learn more about: 

Functioning, features, types and benefits of predictive dialers.

Predictive Dialer Tutorial

Cost of predictive dialing systems, factors to consider in deciding which predictive dialer to purchase.

Predictive Dialing Questions and Answers

Factors affecting predictive dialers' performance.

Predictive Dialers - Overview

Latest News

Stan Billue releases his classic Sales Training Series in MP3 Format

June 09, 2009 by Stan Billue

Although recognized as one of the top Telemarketing Sales Trainers in the World, Stan Billue is the first to admit that he is rather slow on adapting to new technologies. Stan stated; “I was probably one of the last professional Speakers to add a Fax Machine, a Computer and then a Cell Phone. I also drug my feet at converting my Audio Series from Cassettes to CDs a few years ago.”


Contactual Partners with Pipkins to Provide Workforce Management to Contact Center Customers 

June 04, 2009

Joint Marketing Partnership Brings Together Best in Class Workforce Management and Hosted Contact Center Software. 

SAN CARLOS, CA, June 04, 2009 /24-7PressRelease/ -- Contactual (, the global leader in on-demand contact center software that empowers customer facing organizations to end customer frustration, and Pipkins, Inc. ( a leading supplier of workforce management software and services to the call center industry, today announced they have joined in a partnership to cross sell technology. This agreement will provide a direct connection for call center managers looking to combine a trusted workforce management system with hosted contact center software.