Predictive Dialing – an indispensable tool for call centers

In call centers based on manual dialing from the total number of calls being made typically

• about 25-35% connect the agent to a live person;

• 40-60% are not answered,

• 10% turn out to be answering machines, modems, faxes, or other electronic devices;

• about 5% result to be busy;

• the rest of the numbers are invalid.

Agents typically spend only 20% of their working time talking to costumers, while 80% is spent on listening to the phone ring, dealing with invalid numbers and answering machines.

A Predictive Dialer can drastically change this situation by filtering out all these unproductive calls. We can increase productivity up to 70%. An efficient predictive dialer establishes a communication with an agent in less than 5 seconds with less than 2% of retention calls.

The predictive dialer software transmits only the productive calls to the agents.

The predictive dialer controls the dialing according to an algorithm considering such factors as:

• response time;

• average communication time;

• agent availability.

 

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

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