A Predictive Dialer is the newest generation of high-speed telephone dialing systems. A predictive dialer is an outbound call processing system designed to maintain a high level of utilization and cost efficiency in the contact center. The dialer automatically calls a list of telephone numbers, screens the unnecessary calls such as answering machines and busy signals, and then connects a waiting representative with the customer.
Predictive Dialers, in addition to dialing calls, also monitor the length of each call and develops an average call length. Once the system knows the average call length, the Predictive Dialer can make the next call and “hand it off” to the tele-agent as soon as the first call has ended. This system minimizes the on-phone time of each agent and the overall result is more clients are contacted in a shorter period of time.