The Logic behind a Predictive Dialer
- Wednesday, 24th October, 2012
- 11:32am
Before the
development of the predictive dialers, auto dialers were used excessively in
the market. In the auto dialer process a computer system is programmed to dial
a group of calls automatically. Auto dialers are responsible for detecting
whether a live agent is present there for receiving the call. If it finds one,
it hands over the call to that agent. A recorded message could also be played
till the time, when the auto dialer not finds an appropriate agent. The
difference between the predictive dialer and an auto dialer is that, the
predictive dialer actually predicts that when would be an agent be available
for a call and for this purpose, it uses a complex algorithm, also known as the
“Predictive Dialer Algorithm”.
Predictive dialers usually dial more calls then the agents available and
then on the basis of its algorithmic feed, it switches the customer, to the
available agent, because it is an estimated time interval statistics, which an
agent spends on a call.
A predictive
dialer goes on increasing and decreasing the number of calls,, on the basis of
statistics, which it is collecting continuously. The “Predictive Dialer Software” is the
actual thing, which provides the flexibility and dials the calls automatically,
but the predictive dialers could be of types like hardware platform and hosted
platforms, however, predictive dialer software can also be used in conjunction
with these. A hosted platform does the same process but it is internet based. A
hosted platform is very much beneficial for the multi site or the multi shore
companies. The other companies which also use predictive dialers are debt
collection and survey companies. Survey
companies usually work on a specific location and get the phone numbers,
related to that area.
The use of the
predictive dialers in an industry can result in increasing the efficiency. In
places, where computer systems are loaded with a big list of phone numbers,
predictive dialers play a vital role there, to manage the work load. There are
a lot of companies out there which provides the predictive dialers software and
related services.
