What is a predictive dialler in a contact centre?

A predictive dialler is a telephony technology that automates outbound calls in contact centres, enhancing agent productivity and call efficiency. It utilises complex algorithms to predict agent availability and the likelihood of call connection allowing for automated dialling without manual intervention. The process begins with managing a call list, often integrated with CRM systems, and the dialler uses predictive algorithms to determine the dialling pace, considering factors like available agents and call abandonment rates.

The predictive dialler continuously monitors call progress, detecting live answers, voicemails, busy signals, and unanswered calls. It also assesses agent availability and synchronises outbound calls with anticipated agent availability to minimise idle time. When a live answer occurs, the dialler promptly connects the call to an available agent, sometimes using a recorded message before agent involvement.

Predictive diallers maximise outbound call efficiency by minimising agent idle time and increasing their call engagement. This leads to heightened agent productivity and potentially better campaign outcomes.

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Contact Centre Glossary

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