A Predictive Dialer is an outbound(OBD) automated dialer that increases agents' efficiency in a call center campaign by dialing numbers ahead of time and connecting answered calls to agents. It uses a machine-learning algorithm that analyses calls, dropped calls, number of active agents, and other call metrics, then adjust the rate at which numbers are dialled.
It is a predictive algorithm, and there are examples when the vendor might not immediately be available. The more vendors you have made calls with, the better the Predictive Dialer is connecting calls at the right time. It is advised to have at least six agents making calls for a Predictive Dialer to work efficiently.
By reaching these metrics with average talk and ring time, the Predictive Dialer can dial numbers at the right time, so an agent becomes available as soon as a contact replies to the phone.
The agents time is not wasted attending to dial tones, skipping wrong numbers or hanging up on unanswered calls.