Definition
A predictive dialer is the most sophisticated type of auto dialer. It uses mathematical algorithms to predict when sales agents will finish their current calls and proactively dials numbers so that a new live connection is ready the moment an agent becomes available. This maximizes agent utilization but can result in abandoned calls if the algorithm dials too aggressively.
How It Works
A predictive dialer continuously monitors several variables: number of available agents, average call duration, average answer rate, and average time between calls. Using these inputs, it calculates how many numbers to dial simultaneously to ensure an agent is always ready when a live person answers.
If the algorithm predicts correctly, agent utilization approaches 100%. If it dials too aggressively, a live person answers but no agent is available — resulting in an abandoned call (which is regulated by the FCC to stay below 3%).
Predictive dialers are best for large call centers with 15+ agents where the statistical model is reliable. For smaller teams, parallel or power dialing is usually more appropriate..