Predictive telephone dialing systems enable call center agents to increase with ease their number of live connections. Predictive dialers, as opposed to traditional autodial systems, connect call center agents to calls that are answered by real people. Predictive dialing saves your agents up to 33 minutes every hour by eliminating the need to listen to unanswered calls, busy signals, disconnections, or automated answering and fax machines. Using math to predict call-answering rates, the software adjusts the dial rate to anticipate when the next agent will be available.
Predictive dialers use mathematical formulas to predict both the average time it will take for calls to be answered and agent availability, adjusting the dialing rate accordingly. A predictive dialer learns from average call length when to anticipate that an agent will soon become available and speeds up and slows down the dialing rate accordingly. The dialer monitors how calls are answered and discards unanswered or otherwise unsuccessful calls. A good predictive dialer can also analyze unsuccessful calls to determine if the number needs to be called back later or requires special handling, such as a manual call by an agent.
Predictive dialers automatically analyze both answered and unanswered calls to successfully determine if special handling from an agent is needed. The software will scan your calling lists to detect busy signals and answering machines and will avoid numbers on the “do-not-call” list to assure regulatory compliance.
Our call center application is completely customizable to the agent’s look and the admin’s needs. Your agents can call multiple phone numbers at a time. This will increase agent efficiency and allow service to more customers than before. You can establish pre-recorded messages if the system reaches an answering machine. We control the dialing process completely with custom built data centers (custom hardware page) to ensure quality communication and your business goals are achieved. Dialing Innovations also provides call-recording capabilities, allowing you to review calls between agents and callers and review them afterwards for compliance and agent training purposes.