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 algorithms. 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.

A system as complex as a predictive dialer contains many algorithms, and the particular algorithm used for the various functions is often the proprietary information of the maker of the dialer. If you’re in the market for a new dialer, one of the best ways to learn more about the predictive dialing algorithm used in that partiular type of dialer is to ask the sales representative for the product. And if they don’t know the answer to your question, they may contact the technical team within their company. The company should be able to share some public information about the predictive dialer algorithm used and the parameters which must be adjusted by the technical administrator and/or business side for the system.

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