A Predictive Dialler is a dialler that uses complex algorithms to estimate the appropriate amount of calls to make at any one time. Predictive diallers will make more calls than there are agents to answer them, taking into account the fact that many calls will not be answered or abandoned, and predicting when agents are close to the end of their current call. Predictive diallers minimise the amount of time agents spend waiting for calls to be assigned to them, and can also display information about the customer account associated with each dialled number before calls are even answered.
It’s important to establish whether a hosted or on-premesis dialler is best, and this will depend on the nature of the organisation.
Predictive diallers require a communications network that can comfortably handle the number of call attempts that they generate.