Predictive Dialing

overview predictive dialing is an aggressive outbound dialing mode that uses an algorithm to dial multiple numbers per agent it aims to maximize agent productivity by predicting when an agent will become available and having a live call ready to connect, minimizing idle time how it works the dialer initiates a large volume of calls simultaneously it algorithmically screens out busy signals, unanswered calls, and (if enabled) answering machines when a live person answers, the system instantly connects the call to an available agent the dialer adjusts its calling rate based on factors like the number of available agents and the campaign's target drop call percentage prerequisites an outbound voice campaign must be created a lead list must be uploaded to the campaign configuration steps set dialing mode and parameters location administrator > manage > \[campaign name] > general configuration action select predictive from the dialing mode dropdown menu set the drop call % this is the target percentage of calls that can be dropped (a live answer with no agent available) the dialer will adjust its pace to stay at or below this limit check the amd box to enable answering machine detection set the dial timeout (seconds) this is the maximum time the system will wait for a call to be answered before moving on use cases telemarketing high volume campaigns selling a product or service to a large list of prospects payment reminders automatically dialing a large list of customers to remind them of upcoming payment due dates benefits maximum agent productivity drastically reduces agent idle time by ensuring a near continuous flow of live conversations increased efficiency automates the entire dialing and call screening process, allowing agents to focus exclusively on speaking with live customers scalable outreach enables contact centers to reach a very large number of customers in a short amount of time limitations there is a risk of "dropped calls" if a customer answers and no agent is free this is often subject to strict regulatory compliance the immediate connection is not suitable for complex interactions that require agent preparation