Predictive dialling is a method of making automated outbound calls. A predictive outbound dialler is a sophisticated telephony system used in contact centres to automate the process of making outbound calls. It uses algorithms to predict when agents will be available and initiates multiple calls simultaneously, connecting answered calls to available agents. This system increases efficiency by minimising agent idle time and maximising talk time.
Predictive diallers also screen out unanswered calls, busy signals and voicemails, ensuring agents only engage with live respondents. This technology is particularly useful for telemarketing, customer outreach and follow-up calls, enhancing productivity and the overall effectiveness of outbound campaigns.
Modern advancements in predictive outbound diallers include:
