Outbound dialers, better known as predictive dialers, increase efficiency in call centers by routing and dialing calls automatically. According to Voip-info.org, these systems may employ specialized software, hardware or a combination of both.
Dialing
Outbound dialers get their phone numbers by accessing extensive prospect databases from a central computer network. These systems do not feed the call to the call center worker until a respondent actually answers the phone, according to PCMag.
Call Routing
Outbound dialers feed the next available number to call center phones lines as they become free. PCMag states that once the dialer has connected the outbound phone to the respondent, it "listens" for any signal that might indicate that an answering machine instead of a live human has picked up, hanging up quickly unless the respondent actually answers.
Benefits
Outbound call centers can route and dial calls faster and more efficiently than manual effort. Because call center workers do not have to dial the numbers, wait for the calls to connect or hang up the phone themselves, the call center can significantly reduce operational downtime, according to PCMag.
Tags: call center, Outbound dialers, according PCMag, actually answers, call centers, respondent actually