A Predictive Dialler is the modern day torture device for call centre agents and customers alike that is designed to increase the efficiency of making outbound calls.
What is a Predictive Dialler?
The job of a Predictive Dialler is to ‘predict’ when the next call centre agent will be ready to handle an outbound call and just before that, it dials the customer in advance.
When the customer answers the call it ‘drops’ the agent into the call so they can say their greeting.
A Predictive Dialler is an incredibly efficient way to make the most of call centre agents valuable time.
The Predictive Dialler will eliminate answering machines, no answers etc so your agents won’t have their time wasted dialling wrong numbers, no answers etc as the call will only be dropped into the agent when there is a live human at the other end.
A Predictive Dialler can also be programmed to leave little to no breaks between calls for call centre agents albeit this can lead to agent burn out if not managed appropriately.
For the customers, its the cause of the delay when you answer the phone and its like no one is there.
The delay is caused by the Predictive Dialler not quite getting it right and there wasn’t an agent ready.
- For other dialler modes see our Glossary Term for Automatic Diallers
- To find suppliers of Predictive Diallers search our Business Directory or if you need a hand in selecting the right solution for your business try our free CX Connect service and we’ll help you find the right supplier for your dialler saving you time, money and stress.