Predictive Dialer Algorithm


Algorithms play a central role in predictive dialer performance. If the system places too many calls then many of the receiving parties will get silent calls since no agents will be available. If the system places too few calls the call center agents will be left twiddling their thumbs. Getting the call rate just right is a balancing act, and that is where predictive dialer algorithms come into play.


Many parameter values feed into a dialer's call rate algorithm. These values include expected staff availability numbers, total number of phone lines available, typical call durations, and call pickup percentage / number of achieved connections. The dialer system often tracks these values on an ongoing basis.



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