Predictive dialing is metrics-based automatic dialing. At its core, it is a software module—a dialer—that calls your contact database, instead of an operator. Unlike standard auto dialers, predictive dialers do not make successive calls. Rather, they use several lines at once and utilize metrics to make calls. To improve prediction accuracy, the program continuously collects data and calculates the:
- average call time per project;
- average time spent completing call cards;
- average time to answer customer calls, and;
- percentage of calls per project.
These analyses allow you to predict how many contacts to call at one time, so that an operator is available and on the line by the time the client answers. As the program gathers more data, fewer situations will arise where a client answers a call with no available operator. This saves time, both for the employees working these calls and the clients waiting on the line.