How Does a Predictive Call Centre Dialler Work?

How Does a Predictive Call Centre Dialler Work?
Predictive diallers are amazing pieces of technology that can make sure your agents spend
more time on the phone talking to the right people, rather than waiting idly for the next
potential caller. We’ve talked about Why Predictive Diallers Can Help Your Business
before; in this article, we will discuss precisely how they work.
What is a Predictive Dialler?
A Predictive Dialler is an advanced type of dialler that predicts the duration for each
agents’ calls and dials a new number in advance of the agent being free. The advantage of
such prediction is that it can substantially reduce idle time of agents and increase the
number of live connections.
The main way a predictive hosted dialler does this is by looking at a number of factors such
as your concurrent call ratio, the number of agents available, your current abandonment rate,
and your existing customer service management needs, to create the ideal dialling process
for your requirements. We’ll now break down those key terms to explain exactly how a
predictive Call Centre Dialler works.
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