Finding the top predictive dialer for your business isn’t an easy process. Below please find some dialer terms to know before embarking on the selection process.

  • Agent: person to whom a predictive dialer sends connected calls.

  • Predictive dialer algorithm: predictive dialers use complex algorithms to adjust / optimize the system’s calling process based on a number of variables such as the number of agents, predicted availability of agents, expected percentage of called party answers, call lengths, etc…

  • Auto dialer (power dialer): simpler than predictive dialers, auto dialers automatically dial telephone numbers and little more.

  • Call blending: having the capability to handle both inbound and outbound calls.

  • Dialer: this is a general term for a system which places outbound calls, then connects answered calls to call center agents.

  • Hosted (VOIP / web-based) predictive dialer: service which provides predictive dialer capability over the internet. This way customers do not have to buy or maintain costly dialer hardware.

  • Overdials: term used to refer to calls made when the dialer calls too rapidly, resulting in more answered phone calls than there are agents availble to handle the calls.

  • PBX (switch): this is a private branch exchange that makes connections among the internal telephones of a private organization.

  • Predictive dialer: a computerized system that automatically dials telephone numbers and connects calls to agents. These systems are heavily used in call centers as they maximize agent productivity in part by freeing the agents from unanswered calls.

  • Silent (abandoned) call: a call in which the called party just hears silence or a call tone. These silent calls are often generated by a predictive dialer which hangs up when it does not have an agent immediately available to handle the call it placed.

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