A predictive dialer is a computerized system that automatically dials batches of telephone numbers and developed from the autodialer.
Once a connection is made with a person, the call center routes the call to a company representative. Predictive dialers can detect if there is no answer, if the line is busy, or if an answering machine picks up, at which time the telephone number is automatically disconnected and put back into the the queue to be dialed again.
Predictive dialing is a system of outbound calling that dials without the agent on the line. It increases productivity in a call center, because the agents can spend their time talking rather than waiting for calls to go through as well as hanging up on busy signals and answering machines.
Predictive Dialers are the most valuable marketing aid available today for Customer Relationship Management. These are widely used by telemarketing organisations as it allows their sales representatives to have much more customer contact time. Predictive dialers may also be used by market survey companies and debt collection services who need to contact to a lot of people by telephone.
Predictive Dialer systems differ from Auto Dialers as these systems allow live agents to interact with clients and update all information related to their particular client as well as set callbacks, reminders, deliver emails and faxes, and perform 3rd party verification and recordings.
This technology enables contact centers to reduce the occurrence of silent calls and comply with industry regulations.
