What is Predictive Dialer?

By Hal Werner

A predictive dialer is a device that dials a list of telephone numbers and connects answered dials to people making calls, often referred to as agents. Predictive dialers use statistical algorithms to minimize the time that agents spend waiting between conversations, while minimizing the occurrence of someone answering when no agent is available.

Predictive dialing screens out other responses like answering machines, busy signals, or operator intercepts and records the results. The dialer takes into account the number of available Agents, the number of lines, talk time and the likelihood of call results to determine how many calls need to be made to maximize Agent Output. Examples of applications of predictive dialing include collections and telemarketing.

Predictive dialers may be standalone hardware devices, or they may be integrated in software with call center or contact center platforms. When integrated, the dialer often also performs less aggressive dialing modes, such as power, progressive or preview dialing.