A predictive dialer is call center software that dials several phone numbers for each agent and connects answered calls to the next free agent. Its algorithm predicts when agents will finish their calls and how many numbers will answer, so agents spend more time talking and less time waiting. The trade-off is abandoned calls, which regulators limit.
What is a predictive dialer in a call center?
In an outbound call center, most dialed numbers do not reach a person: they ring out, go to voicemail, are busy or are invalid. With manual or one-to-one dialing, agents sit through all of that. A predictive dialer dials ahead, filters out the calls that fail and passes only the live answers to agents. On large teams with low answer rates this can raise talk time per hour a lot compared with manual dialing. It is one of several dialing modes; see predictive vs power vs progressive dialer.
How does a predictive dialer work?
- The campaign loads a contact list, filtered against do-not-call lists and calling hours.
- The dialer measures live statistics: answer rate, average call length, agent wrap-up time and how many agents are free or about to be free.
- From these it calculates how many numbers to dial now so that, by the time calls are answered, an agent is ready.
- Answering machine detection, if enabled, filters voicemail.
- Answered calls go to a free agent with the customer record on screen. If no agent is free, the call is abandoned and, where required, a short recorded message plays.
How does the predictive dialer algorithm decide the pace?
The algorithm balances two numbers: agent idle time and abandon rate. Dialing more lines per agent cuts idle time but raises abandoned calls; dialing fewer does the opposite. Most dialers let the supervisor set a target abandon rate, and the algorithm adjusts the dialing ratio every few seconds to stay under it. Accuracy depends on volume: with few agents the statistics swing too much, so predictive mode works best on teams of roughly ten or more agents.
What is abandon rate and what are the limits?
An abandoned call is one that a person answers but that is not connected to an agent within a short time. Regulators cap it because it is a nuisance for the person called:
- United States: under FCC rules (47 CFR 64.1200), telemarketing calls may not be abandoned more than 3% of the calls answered by a person, measured over 30 days per campaign. A call counts as abandoned if it is not connected to a live agent within 2 seconds of the person's greeting, and a recorded identification and opt-out message must play when no agent is available. Unanswered calls must ring at least 15 seconds or four rings.
- United Kingdom: Ofcom uses a 3% abandoned call limit over 24 hours and requires an information message within 2 seconds.
- Elsewhere: rules differ by country, and some have none specific to dialers but general telemarketing and data protection laws.
More on the legal side in are auto dialers legal.
What does a predictive dialer need from VoIP routes?
A predictive dialer is hard on routes. It sends bursts of calls, many short or unanswered, often with the same caller IDs. Plan for:
- About 2 to 3 channels per agent and a CPS limit that matches your peak. See VoIP channels and CPS.
- Routes that accept declared dialer traffic, usually with 6/6 or 1/1 billing. See dialer traffic on VoIP routes.
- Low post dial delay, because a slow route makes the algorithm misjudge timing.
- Clean lists and good caller ID reputation, so answer rates stay healthy. See spam likely on business calls.
When should you not use predictive dialing?
Skip it for small teams, for high value B2B calls where agents need to prepare, and for regulated calls where an abandoned call is unacceptable. In those cases a progressive or preview dialer gives better results with less risk.
Routes for a predictive dialer
VoIPMatcher sources VoIP termination for call centers from carriers that accept dialer traffic. Request a route for your predictive dialer with your agents, CPS and destinations.
Frequently asked questions
How much does a predictive dialer cost?
Hosted predictive dialers are usually priced per agent seat per month, and the price varies widely with features such as CRM integration, recording and compliance tools. Open source dialers have no license fee but need servers and staff. On top of the software you pay for VoIP minutes, and predictive dialing uses more channels and attempts than manual calling.
What is a good abandon rate for a predictive dialer?
In the US the FCC limit for telemarketing calls is 3% of calls answered by a person, measured per campaign over 30 days, and the UK regulator Ofcom also uses 3%. Many call centers aim lower, around 1 to 2%, to keep a safety margin and protect their caller ID reputation.
Is a predictive dialer legal?
Predictive dialers are legal in most countries, but how they are used is regulated. In the US, rules cover consent, abandoned calls, calling hours and do-not-call lists, and other countries have their own limits. The dialer must also play an identification message when no agent is available. Check the rules of each destination before you call.
What is predictive dialing in a call center?
Predictive dialing is an outbound calling mode where the system dials more numbers than there are free agents, expecting that some will not answer. Answered calls go to the next free agent. It keeps agents busy with live conversations instead of waiting through rings and voicemail, which is why large outbound call centers use it.
Does a predictive dialer detect answering machines?
Most predictive dialers have answering machine detection, which listens to the first seconds of audio to decide whether a person or a machine answered. It saves agent time but is not perfect, and the delay it adds can count against the abandoned call rules in some countries. Test its accuracy on your own lists.
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