What is a Predictive Dialer?

A predictive dialer automates phone calls from a list and helps connect answered calls to agents. The main goal of predictive dialing is to enhance productivity by reaching as many leads as possible. If a call goes unanswered, the system immediately moves to the next one. This technology frees call center agents from making outbound calls and allows them to focus on handling answered calls.

The predictive dialer works through a list of numbers, with its algorithm deciding the number of calls to place per agent, known as the concurrent call ratio. It identifies busy signals, voicemails, and other non-connections, routing calls to agents only when a person answers. The software predicts when an agent will become available using metrics such as average waiting time and average handle time (AHT). This data ensures that a new answered call is ready as soon as an agent finishes their current one.

Predictive dialing allows call center agents to maximize customer or lead interactions with minimal downtime. It increases call rates, filters out unproductive calls, and enhances workforce efficiency in contact centers.