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How Does Predictive
Dialer Work?
How predictive dialing works In order to provide the large increases in dial rates and agent productivity achieved, predictive
dialers all work on a principle of dialing ahead to achieve the results they do. If a system has 100 agents working on it, the
dialer will dial a larger amount, usually based on a preset ratio, such as 1.5:1, 2:1 etc. This means that for 100 agents logged on, the system will place 150 outbound calls. As these calls are made to the telephone network the
dialer will monitor each call and determine what the outcome of the call was. From our 150 calls made, the system will immediately strip out any unproductive outcomes, such as busy calls (these are usual sent for automatic redial), no answers, answering machines, invalid numbers, etc. From what remains, if a call is determined as having been answered by a live human being then this call is only then passed through to an agent. The hope is that from those calls that are actually answered by human beings, then there will be enough agents that are able to handle those calls.
If there are not enough calls made ahead, then agents will sit idle, if there are too many calls made and there are not enough agents to handle them, then the call is typically dropped (the person just
dialed is hung up on - if you have ever received a mysterious phone call where no-one was on the other end of the line, then most likely a predictive dialer was trying to call you). The trick for predictive
dialer companies is to build their systems smart enough so they are able to quickly respond by increasing or decreasing the dialing ratio used in order to cause more or less calls to be made.
Types of predictive dialers
Predictive dialers all work along similar principles, but the architecture via which
dialing is performed can vary greatly between manufacturers. There are two basic types of predictive
dialers :
Soft dialers
Software only solutions use ISDN messaging, or a CTI link to provide call progress analysis for calls made. Software only
dialers are often cheaper because they do not require expensive telephony components. In the past the quality of features such as Answering Machine Detection may have been less than the purpose built hardware dialers, but technology
developments in recent years have closed the gap. Typically a software dialer
is connected to an existing PBX system via the PBX CTI link. In many cases a
specialized 'call classification' card is placed into the PBX to perform call progress analysis.
Pros:
Low cost, less components in overall solution
Flexible architecture works well in multi-site and distributed environments
Often part of an integrated inbound/outbound call handling package
Easy integration to existing desktop applications and management information systems
Cons:
Relies on the AMD and call progress detection capabilities of the underlying PBX/switch platform
Hard dialers
Hardware dialers
use dedicated telephony switches to perform call progress analysis and answering machine detection. Those switches usually have two main types of connections, agent audio and external audio. The agent audio connections are usually simple T1/E1/ISDN etc. telephony spans which are connected directly to an existing PBX (although other connection types that do not require a PBX are available such as Analogue or VoIP connections). When an agent first logs in for the day the
dialer will place a call from the switch directly to the phone on the agent's desk. This open phone call between the agent and the
dialer switch is then kept open for the duration of the session. The second type of connection is the external audio connection which is the connection that will be used to make outbound phone calls. These connections are typically ISDN/T1/E1 connections direct to the PSTN. When an outbound call is made and answered, the call is immediately joined to an already open agent audio connection of the agent selected to take the call.
Pros:
(For an implementation using an existing PBX) Less telephony connections required (in hard
dialers external audio connections can go directly to the PSTN, for soft
dialers these all must be connected to the PBX).
Dialer typically will not need upgrading in line with PBX/CTI etc.; since standard telephony connections are the only link between the PBX and the
dialer, the dialer is less affected by software changes/versions.
Superior answering machine and call progress detection abilities.
Cons:
More expensive, more suited for larger (min. 50 seats+) call centers.
Hardware dialer architectures are typically less flexible than their software alternatives.
Most current products are 10+ years old and struggle to keep pace with new requirements.
Hardware dialers are typically USA centric and fail to comply with international
legislation.
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