What is a predictive dialer?
A predictive dialer is a multi-line dialer that routes answered calls to the next available agent. The software uses an algorithm to “predict” the frequency at which numbers should be dialed so that agents become available as calls are answered. Because no agent is actually on the line when the call recipient says “hello,” there is an audible pause while the call is transferred. If no agent is available, the call will be dropped.
The primary benefit of predictive dialers is their efficiency. The primary disadvantage is the telltale “telemarketer’s delay” while the call is transferred - widely known to frustrate call recipients and result in increased hangups. Furthermore, multi-line dialers have come under increased scrutiny and regulation by the FCC and the FTC. Fines of up to $43,672 per incident can be levied on organizations who violate the provisions of the TCPA and up to $43,792 per incident for violations of the TSR.