Glossary

What is a Predictive Dialler/Predictive Dialling?

Predictive diallers allow call centres to algorithmically predict when agents will be available and how long it takes for calls to be answered. This process enables agents to get more live connections, significantly increasing their productivity. When a machine is reached, fax number is dialled, or busy signal detected, the call is terminated before any agent involvement occurs.

Predictive diallers can support multiple concurrent outbound sales and marketing campaigns. Applications for predictive dialling vary widely. Examples include proactive customer outreach programs like prescription renewal notifications, utility outage notifications and fraud detection notifications.

Predictive dialling is subject to regulations that vary around the world. It is important for those using predictive dialling technology to stay up to date on the regulations that apply to their region and industry.