Predictive Dialer

This section of our technical library presents information and documentation relating to Predictive Dialers and Auto Dialer software and products. The PACER and Wizard phone systems are PC based call center phone systems that are recognized as premier inbound and outbound computer telephony systems. Features such as automatic call distribution (ACD), interactive voice response (IVR) and call recording have added a new dimension to the predictive dialer and auto dialer capabilities of these systems. These computer based dialing systems can perform various types of auto dialing campaigns simultaneously. These types include Predictive Dialing, Progressive Dialing, Preview Dialing and Dial on Demand.

How predictive dialing works

In order to provide the large increases in dial rates and agent productivity achieved, predicitive diallers all work on a principle of dialling ahead to achieve the results they do. If a system has 100 agents working on it, the dialler will dial a larger amount, usually based on a preset ratio, such as 1.5:1, 2:1 etc. This means that for 100 agents logged on, the system will place 150 outbound calls. As these calls are made to the telephone network the dialler will monitor each call and determine what the outcome of the call was.

From our 150 calls made, the system will immediately strip out any unproductive outcomes, such as busy calls (these are usual sent for automatic redial), no answers, answering machines, invalid numbers, etc.

From what remains, if a call is determined as having been answered by a live human being then this call is only then passed through to an agent. The hope is that from those calls that are actually answered by human beings, then there will be enough agents that are able to handle those calls.

If there are not enough calls made ahead, then agents will sit idle, if there are too many calls made and there are not enough agents to handle them, then the call is typically dropped (the person just dialled is hung up on - if you have ever recieved a myterious phone call where no-one was on the other end of the line, them most likely a predictive dialler was trying to call you).

The trick for predicitive dialer companies is to build their systems smart enough they they are able to quickly respond by increasing or decreasing the dialing ratio used in order to cause more or less calls to be made.

Auto Dialer Auto Dialer Systems DSC offers an affordable entry level auto dialer phone system that utilizes analog phone lines. This 4 line auto dialing system includes our WIZARD dialer and softphone or comes optionally with our comprehensive software development toolkit. Predictive dialing campaigns can be developed using our WIZARD software setup utility or we can provide you with a custom predictive dialer campaign. These applications can be easily ported to our digital T1 phone system (PACER) when your call volume requires a larger system. Phone dialing campaigns can be quickly developed that call numbers from a phone list and when contact is made with an individual, the call can be routed to your online agent or to a work from home employee. If an answering machine is detected, a different message could be left on the machine. This entry level auto dialer can be easily expanded by adding additional agent lines and software to support a small call center operation including complete CRM applications. DSC provides voice broadcast software including our wizard development tool for creating voice broadcasting applications. This wizard guides you through each step when defining your outbound phone applications. Comprehensive dialing applications can be developed quickly. Simply record your phone prompts and fill in the blanks.