How does a predictive dialler work?

A predictive dialler is an intelligent outbound call processing system which uses complex mathematical algorithms to predict when to dial

The job of the predictive dialler is therefore to minimise the amount of time agents spend between calls, as well as lessen the occurrence of someone answering when an agent isn’t available.

Here’s a couple of examples to help you better understand how a predictive dialler works and what benefits it can bring:

Example 1 – Let’s imagine your data tells you that, on average, 1 in 3 of your calls are answered. Using a predictive dialler, you could schedule it to make 3 calls concurrently, rather than one after the other, and connect the agent to the one that answers.

Example 2 – If your data tells you that it currently takes about 10 seconds for people to answer, and conversations typically take about 90 seconds, your predictive dialler can start dialling the next customer after 80 seconds.

Predictive diallers can automatically adjust calling patterns on an ongoing basis, depending on the following factors:

  • average number of rings before the customer answers
  • ratio of dials and answers
  • average length of each conversation
  • number of agents on the system
  • desired abandonment rate


Benefits of using a predictive dialler

Typically, a call centre business will use predictive dialler technology to increase productivity. This can be achieved in a number of ways:

  • Increase agent talk time – sometimes by as much as 300%
  • Automated and dynamic reporting features
  • Live recording and monitoring features

To learn more about predictive diallers and how BA Tech can help your call centre business improve productivity and profitability, visit our predictive dialler page now or request a call back below: