Definicja predictive dialing (CRM-CIC)

A type of automated dialing that dials more phone numbers than there are agents ready to receive the calls.

Uses algorithms to predict how many agents are ready and the number of calls that will not be completed and, in turn, will not be routed to agents, such as busy signals, answering machines, or calls that are not answered.

Example

There are 10 agents ready to receive calls. The system uses algorithms to determine that it will dial 20 calls.