DSC Tech Library
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.
What Is Predictive Dialing?
A predictive dialer is generally a computerized system that automatically dials batches of telephone numbers, and developed from the autodialer. Predictive dialer's are widely used in call centers.
While the basic autodialer merely automatically dials telephone numbers for call center agents who are idle or waiting for a call, the predictive dialer uses a variety of algorithms to predict both the availability of agents and called party answers, adjusting the calling process to the number of agents it anticipates (or predicts) will be available when the calls it places are expected to be answered.
The predictive dialer monitors the answers to the calls it places, detecting how the calls it makes are answered. It discards unanswered calls, engaged numbers, disconnected lines, answers from fax machines, answering machines and similar automated services, and only connects calls answered by people to waiting sales representatives. Thus, it frees agents from listening to unanswered or unsuccessful calls.
A predictive dialer can dramatically increase the time an agent spends on communication rather than waiting: a 2002 survey indicated an increase in talk time from twenty minutes in the hour to almost fifty. The system is most suitable for low quality lists and large numbers of agents; a high contact rate can overwhelm the system.
Commonly, the predictive dialer is interfaced into CRM software, to both generate call lists and report call attempts. Unsuccessful calls are often analyzed to determine if the number called needs to be called back later or needs special treatment, such as a manual or autodialed call by an agent to listen to an answer machine message.
Predictive dialer systems are commonly used by telemarketing organisations involved in B2C (business to consumer) calling as it allows their sales representatives to have much more customer contact time. Predictive dialers may also be used by market survey companies and debt collection services who need to contact and personally speak to a lot of people by telephone.
The experience for those who receive a predictive dialer call can be less satisfactory. There may an appreciable period of non-response before a call is routed to a sales representative. This annoys people and also gives them a chance to abandon the call. If no sales representatives is available for a successful call it is often disconnected. In certain countries this disconnection is a breach of regulatory codes.
Predictive dialers generally rely on the fact that when a person answers the telephone, they generally give a greeting, such as "hello". The system detects this greeting and switches the call to a free agent, sometimes also playing a prerecorded introductory script to the called person to cover the switching time. This makes the called person believe they have received a call from another person, rather than one assisted by a machine.
By failing to give the expected greeting, a called person can cause a predictive dialler to operate in an unpredictable manner. Some systems may detect ambient noise or background music or conversation as an answer, while others may perceive it as an unsuccessful call and disconnect the call. Some telephone system faults that disrupt speech in only one direction may also cause problems for predictive dialers and result in them processing calls incorrectly.
Call screening systems that use answering machines or similar services will often defeat a predictive dialer as the dialer system will not leave a message. This will often explain calls that are received but do not have a corresponding message.
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.