Predictive Dialers and Progressive Dialers for Call Center Agents


Predictive dialers are widely used by telemarketing firms to increase efficiency of outgoing calls. Earlier, call center agents has to make calls to users of the database and wait for a person to attend the call. Sometimes or most of the time of the call can be answered or end with a busy tone or receive reply from answering machine or fax. They have wasted valuable resources of call centers.

With predictive dialing, predictive dialer routes only computerized calls answered by real people, falling busy tones, unanswered calls etc.

Predictive Dialer dials numbers actually contact database. If the call center agents are available say 50, then the system does say 100 calls. Let go unanswered calls, busy signals, voicemail and fax lines etc. and responded route calls answered by real human for call center agent. Thus, the call center agents are busy with customers.

If the call center agents are not available at the time, the system silently drops the call after a brief moment of silence. This can be annoying for the customer. In the UK and USA there is strict regulation as to how these systems to be used effectively to reduce dropped calls. Regulators charge hefty fine for companies to fall by more than 3 % of dropped calls.

Predictive dialers are software based and hardware based. Of this hardware -based markers are versatile. They are faster in the call switching which has the highest capacity line handling, etc. Hardware based predictive dialers are more expensive.

Progressive dialing is also an automatic dialing system which shows the call center agent with the contact information of a brief period of time before making the call. So the agent can talk more personally.

These computer-based specific markers are expensive and the software license fees are too prohibitive. As an alternative to these dedicated computerized telephone systems or host -based platforms are launched by web companies like mxdigital etc. focused on the UK.

Hosted predictive dialers are profitable. They are called virtual predictive dialer, VOIP predictive dialer or predictive dialer web set. In this configuration, the company hosted predictive dialer use they need internet connection a computer system and telephone line for each agent. These adjustments reduce the initial cost involved in computing or telephony equipment and software licenses.

These methods are based on VOIP. So performance may decrease slightly depending on the quality of your Internet connection.

MX Digital is a leading provider of automated dialing including predictive, preview, accuracy and progressive dialing equipment and services.

Hosting service on -line MX Digital provides a complete and robust contact center systems such as automatic call distribution (ACD ), Predictive, Preview and Progressive Dialer, Interactive Voice Response (IVR ), Multimedia Recording and Quality Monitoring, campaign Management and Interaction History, web chat and web collaboration, email management, administration and reporting, video conferencing etc.

With the arrival of these call center hardware and equipment based telephony software, call center agents and their time is used more efficiently, increasing overall productivity of the agent.

For more information about how Voice Broadcasting Software, Cloud based Predictive Dialer, call center management software, Hosted PBX, Cloud PBX and Hosted IVR may work for your small business, visit the