The Convenience of Predictive Dialing Systems

2007-03-08 10:33:40

( Telephony )



A predictive dialing system uses an automated dialing system to contact an assigned batch of phone numbers simultaneously, and direct the answered calls to a live operator or agent. A predictive dialing system filters out any numbers that cannot be contacted due to a busy signal, or any calls that are answered by a fax machine. At the end of a business day, a statistical report can be generated to provide information on successful and unsuccessful calls made.

Predictive dialing is most commonly used in call centers where a lot of money is saved because the agents spend their time in talking to potential customers, instead of having them dial up the numbers themselves, and wait for the calls to be answered, or having to redial because the number could not be reached. The use of predictive dialing has resulted in increased productivity and savings on operational costs. The predictive dialing system is also used in mail order catalogue firms and for customer support

The predictive dialing system is an improved version of an automatic dialing system, whereby using a predictive dialing system is better because predictive dialing monitors the calls made, whereas an automatic dialing system merely makes the calls.

There are two types of predictive dialing systems that work in a similar manner:

Soft dialers make use of an interface called CTI (Computer Telephony Integration) port, which allows conversations on the telephone to work together with the computer, and ISDN (Integrated Service Digital Network) messaging used to produce the statistical report on calls made. Soft dialers are cheaper than other dialing systems because there is no hardware that is required to make the system function, it can connect to any company PABX (Private Automatic Branch Exchange) system, an electronic switchboard system that provides faster call connections, and is used to help route calls from your main switchboard number to the next available agent. There are however some disadvantages to using soft dialers: it is dependent on the performance of the company’s PABX system, some calls cannot be classified (whether a normal phone number or a fax number) and can result in fewer calls being processed.

Hard dialers make use of dedicated telephone switches in order to be able to recognize answering machines and analyze other call types. Although hard dialers pose a more expensive selling price, there is no need to make any software upgrades to the system. It uses a PSTN (Public Switched Telephone Network) to connect instead of relying on a PABX. PSTN is a public switchboard for telephone networks worldwide that can be use for voice and data communications.

It is important that when you make use of a predictive dialing system that you employ sufficient agents to receive calls. An increased number of unanswered calls can lead to various complaints, which is an offense to the local telecommunications board.


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