What is Predictive Calling?

Predictive calling defines itself as part of a predictive dialer which performs an evaluation in the background and predicts calls answered by a live person based on a defined algorithm of the Predictive Dialer, prior to transferring them to the agents within the call center.

Predictive Dialers are programmed in such an efficient way that they recognize all the lines first and if any line is found to be busy, answering machine or reaches a fax machine, the Predictive Dialer immediately terminates and bypasses the call from reaching the agent.

Why do Call Centers Need Predictive Dialer Calling?

• The prime motive of predictive dialers is to increase the efficiency of any organization by utilizing its resources the best way possible. The main resources of any call center being the agents making calls at all times.

• In traditional call centers, agents used to make calls manually and accordingly if any line is found to be busy, unanswered, or disconnected , they would lose valuable time dialing versus talking to prospects.

• To overcome this limitation and to utilize the agents time efficiently, predictive calling is implemented so that agents will entertain only those calls that are meant for company business while bypassing uneccessary calls.

How does Predictive Calling work?

Predictive dialing uses pre-loaded databases of phone numbers stored in a server-based database and automatically keeps on dialing numbers without the requirement of any human interaction at first. Once the Predictive Dialer recognizes a call that is essentially required to be attended by call center agents, the dialer will then transfer calls to whichever agent is available at that time.

SafeSoft’s Market Dialer is programmed in such a way that it will immediately find the agent that is sitting idle and transfers the call to that agent’s computer, at which point they can begin communicating directly with the live customer.

The above explanation is how Predictive calling helps increase sales and leads in all call center companies and their ability to keep expanding day by day. If you would like to keep up with your competitors, sign up today for a free to experience Risk Free Trial Version with all features included.