Predictive Dialer Optimizes Call Agent Efficiency

Keep Call Centre Agents Busy

A Predictive Dialer maximizes the efficiency of call centre agents. Employing complex mathematical algorithms, a predictive dialer determines the rate of dialing out based on real time call answer projections and when agents will be free to handle the calls.

Predictive dialing dynamically calculates the optimal way to keep all agents on calls, reducing the time between calls, completing more calls in any period, thereby significantly improving operator efficiency and reducing costs.

Basically, a predictive dialer predicts when to dial a phone number to keep agents busy.

Predictive Dialing Algorithm

The predictive dialer algorithm parameters include the average phone call length, average number of rings before a call is answered, percentage of answered calls, average length of time on each call, number of agents logged in, and the desired rate of call abandonment.

Increasing the time an agent spends on calls by a factor of two to three, predictive dialer systems are ideal for telemarketing, market surveys, and distributed call centres e.g. home workers and debt collection services who need to contact a large database by phone.

Connecting to a Free Agent

Common greetings such as 'hello' are detected and the call is switched to the most suitable free agent. A pre-recorded introduction can be played to cover the switch time.

Call Features and Reporting

Call Outcome and Progress

The Predictive Dialer can quickly move on from a variety of non-answer outcomes, with the results being displayed as Call Progress, eliminating the time usually lost by an agent:

	Busy signal
	No answer
	Invalid number
	Answering machine (message leaving option)
	Fax machine or modem
	Operator intercept

Screen Popping

Details of the call recipient can be extracted from a database and displayed on screen, providing the agent with useful information about the person as well as a call script where required.

Call Blending

Call Blending allows agents to move seamlessly between inbound and outbound calls. As well as eliminating idle time for inbound agents, outbound traffic is increased when inbound call volume is low.

Conferencing

Agents can conference a third party, exit the conference and return to taking calls leaving the other two parties connected.

Skills Based Routing

Agents can be connected to calls dependant on their skills, for example foreign languages.

Reports in Real Time

All aspects of agent and call performance are evaluated and delivered in real time reports which can be emailed on a daily, weekly or monthly basis.

For more information please call Sales on 080 0075 0075 or Email Us.