What is a Predictive Dialer?
A predictive dialer is a computerized system that automatically calls groups of telephone numbers, connecting the call to an available agent as soon as it is answered. Predictive dialers are used in telemarketing and customer service call centers to increase the number of live connections that agents can make. Predictive dialers can significantly improve productivity in a call center by automating the process of making outgoing calls. By calling multiple numbers simultaneously and monitoring which calls are answered by humans, predictive dialers can connect agents with live leads much more efficiently than if they were manually placing each call.
Frequently Asked Questions
Are predictive dialers illegal?
No, predictive dialers are not illegal. However, there are certain regulations that must be followed when using them. For example, the Telephone Consumer Protection Act (TCPA) requires that telemarketers obtain prior express consent from a consumer before making any automated or pre-recorded calls to their phone number. The TCPA also imposes other restrictions on the use of predictive dialers, such as limiting the number of abandoned calls that can be made to a consumer's phone number.
What is difference between progressive and predictive dialer?
Predictive dialers are mostly used in call centers. They work by automatically dialing a list of phone numbers and connect the call to an available agent as soon as it is answered. This maximizes the number of calls that agents can take, but can also result in a high number of abandoned calls, if not enough agents are available to take the calls. Progressive dialers work by gradually increasing the number of calls that are made as more agents become available. This prevents abandoned calls, but may result in fewer total calls being made overall.
