Utilizing Predictive Dialing

By Author: Doug Kaplan
Total Articles: 2
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Predictive dialing is the concept of utilizing a computer-based system that calls up a pre-determined set of numbers and then moves these calls to operators or agents who will discuss a particular agenda with the person on the line. While this has been a regular form of telemarketing, it is also a means of political campaigning. The reason it is used is because of its efficiency with specific parameters – in the case of campaigning, geographical parameters.

Predictive dialing is a step forward from the autodialer which stopped at dialing a number and was unable to communicate. With predictive dialing, if the call is met with a blank line, busy tone or the line is cut, the dialer does not hang on but instantly moves on to the next. Only when the call is answered by a live person is it passed on to another individual who will carry on the process of communication. Productivity, especially in a political campaign is increased mainly because the operator does not have to bother about calls that are not going to be answered.

It is known as predictive dialing because the system is aware of when a caller will possibly ...
... be free to take a call and makes it in advance. As soon as the call is answered, it is patched on through to the agent. If the dialer is met with an answering machine, it is also programmed to be able to figure that out. The system has a means of approximating how many times a day a call will be answered and how many agents it can direct the calls to. The system works to ensure that no time is wasted and that each agent has his quota of work for the day.

The predictive ability of the system is based on the concept of statistics where the dialer constantly monitors calls and the percentage of those that are answered. The dialer then is in a position to set a fixed number of calls on the basis of certain parameters such as the number of phone lines available to that the number of agents available. Since the numbers are bound the change on a regular basis, the systems algorithms to are constantly updated and the number of calls are adjusted accordingly.
The success of a predictive dialing system is based on how well it is able to utilize the time of the agents and its ability to avoid silent calls, which is basically getting an answer on dialing but not having an agent free to take the call.

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