CallPalPredictive dialer
A predictive dialer places multiple outbound calls simultaneously — more calls than there are available reps — and connects the ones that are answered to whichever rep is free. It uses recent answer rates to predict how many calls to place, which is where the name comes from.
The trade is deliberate: it maximises rep talk time by accepting that some answered calls will have no rep available. Those become abandoned calls, and the rate at which they happen is a number a team running one has to monitor and, in some jurisdictions, cap.
The person on the other end experiences an abandoned call as a few seconds of silence and then a hang-up, which is the main reason answering machines and caller-ID screening became normal.
Predictive dialing needs roughly twenty or more reps on the phones at the same time before the prediction has enough data to pay off. Below that, a power dialer does the same job without the abandoned-call problem. CallPal does not offer predictive dialing, deliberately.
Related terms
- Power dialerDials one number per rep automatically, with the rep already on the line.
- Abandoned call rateThe share of answered calls with no rep available to take them.
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