Predictive Dialer

Predictive Dialer ( Prediction: eng prediction; Dialer:. . Engl Anwähler, ie " forward-looking Wählcomputer " ) refers, in the broadest sense, a Wählcomputer.

Predictive dialers are used in areas where a large number of phone calls in a relatively short time to be carried out, such as in call centers in the so-called Outboundtelefonie. Predictive Dialer to make building links more efficiently, thus lowering the costs for the client. Here, the term " predictive dialer " a particular strategy pursued by the software during the execution of the contact list.

Demarcation

There is no exact terminology, when a predictive dialing system can be spoken. The following definitions of the different selection types can be distinguished roughly:

  • Preview Dialing: The employee initiates the call either via software or by manually dialing the telephone number.
  • (Client) Power Dialing: A software selects for the employee automatically the next number as soon as it has finished processing the previous data set.
  • (Server) Power Dialing: A central server builds on the next connection, once an employee has completed the processing of a data set. In this case, the server a so-called " Overdialfaktor " can be set, indicating that not only one but several telephone connections per employee to be established.

In contrast, a predictive dialing software continually monitors various parameters such as the current availability or the average call duration of the employee.

She tries to initiate calls precisely so that whenever possible a freelancer is available once the new connection is established. It is mathematically tries to minimize the waiting time of the employee between two contacts (target ) without violating certain criteria ( for example, a certain maximum rate of "Lost Calls" - see below).

Benefits

The advantage of such a system for the caller is that the computer is already selected, while the agent still on the phone or refinishing.

Through advanced techniques, such as automatic answering machine and fax detection, and the recognition of occupied or unavailable numbers, the agent can perform a lot more calls per hour depending on the topic in part, reducing the cost per call.

Criticism

Through this increase in efficiency, however, also unwanted telephone advertising for the call ends or economic in the first place makes economic sense and is therefore in certain industries ( telephone selling lottery tickets, newspaper subscriptions, etc.) partly used excessively.

Besides occur in predictive dialers to other effects that bring this technology currently negative in the headlines:

  • Drop: It's ringing, but before the called party can take off, it stops again. This occurs when the number of available agents decreases and the algorithm of the dialer detects that it is based currently more calls than he can provide for freelancers.
  • Lost or Abandoned Call: After the called party has picked up, there is no answer and after a few seconds is applied. Here a connection is established without time there was a representative.
  • " Hello Dialer " As soon as the called party has picked up, take a few seconds until the caller responds. This effect occurs when the time for the passage of said call to the staff takes too long, or when an AM detection is performed. This requires many systems 1-3 second (s) to see if it is an answering machine. The called party becomes aware that he is being called by a machine.

These negative effects could in principle be avoided by appropriate technical means and the choice of appropriate parameters either entirely or at least to a large extent. The number of "drop calls " can be reduced by dividing the dialer ( at the expense of performance) less aggressive up connections.

Most current Dialingsysteme allow to define these parameters free. This also allows an abuse, such as when knowingly very aggressive settings. In Germany, the telecommunications market, and thus the rules for the use of predictive dialers is regulated by the Federal Network Agency. Within the Federal Network Agency is currently discussed on preferences to determine the conditions of a lawful operation of predictive dialing.

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