Predictive dialing makes use of a system that is computer based and is meant to contact a collection of phone numbers. The system will then direct the calls to the agents or operators that are available when connected. Call centers are the most common users of predictive dialers. This is because they have enormous chunks of telephone calls. In fact, the development of this system is highly geared towards improving the efficiency and effectiveness of calling centers. In the past, telecommunication companies were using auto dialers. These were just switch boards that were connected to computers. The auto dialers did not need a person to manually dial the numbers.
Similarly, Predictive Dialing will not need a person to manually feed the system with telephone numbers. However, the system has further reaching advancement. Beyond automatic dialing, it detects the way the call is being answered. In case the call has been received by a machine such as the fax or the answering one, it will hang the call. It will also end a call if the line is busy. In a nut shell, only a call that has been connected to live people at the other end will be passed to the operators. Accordingly, unanswered calls will not be listened to and that means productivity will increase if other factors favor.
The system is referred as predictive dialing for a reasonable purpose. It is capable of predicting the availability of the callers for new dial-ups. This means that the system will dial a call in advance. It will detect whether the call has been picked by the machine or live person and end it or connect a person to the operator. In essence, it will detect a free agent or operator and only connect when a person is available. Consequently, no idle sitting is entertained in a calling center.
The prediction is pegged on the collected statistical data by the dialer. This will include a preset range of the calls that are expected to be made. A ratio can be established to determine the available lines by a predictive dialing system. Since the range is dynamic, a computerized algorithm will be incorporated to shift the ranges from time to time. If the system is somewhat ineffective, it will allow inactive operators to sit in the calling too. At the same time, silent calls will be experienced. These are the calls that are answered by live people but no one is available to attend to them.