When used correctly, predictive dialing can affect the contact center dramatically. The busy rate for representatives between manual and predictive modes generally increases by 30% to 60%.

The Golden Rule for predictive dialing optimization is uniformity

Whether the number of representatives is 5 or 25, it is important that all of them have an average talk time and an after-call wrap-up time that does not vary much from one representative to another, so that there is regularity to the events for the predictive algorithm. It is obvious that the shorter the calls are, the more the regularity of one call to another can be respected. So, a number of best-of-class contact centers are using the predictive dialing mode for some of their outbound campaigns with as little as 6 or 7 representatives and with an average abandon rate of 4% to 5%, because calls are short and very standardized.

It is therefore best to form groups of representatives with equal knowledge and skills, since the predictive algorithm is at its best when all calls from a particular representative group have comparable talk time, after call work time, and not ready time. New representatives should consequently belong to a separate group until their productivity becomes more aligned with other groups, then they can be matched with other more proficient representative groups.

With restrictions being imposed on the amount of abandoned calls by governments in several different countries, smart use of a predictive dialer is not a choice any longer-it's a necessity. In predictive dialer terms, an abandoned call is frequently one where the dialer releases the line after a person answers because there is no representative on hand to take the call. It is obvious that the abandon rate will be directly connected to the productivity criteria. So, some contact centers use the predictive mode even with as little as five representatives and hold steady a normal abandon rate, while other contact centers, with three times as many representatives, do not even attain a good rhythm in predictive mode, because their calls last too long and lack consistency in talk time, after call work, and not ready time.

The campaign pace is the key

Numerous dialers permit contact center administrators to set an adequate abandoned call rate. Government requirements and DMA (Direct Marketing Association) suggestions are typically under 5%. The dialers will adjust the call initiation rate automatically as the abandoned limit approaches or recedes. It is consequently important to remember that the faster the pace, the more abandoned calls will take place, but too slow a pace can affect profit potential.

Also recommended is to optimize management of dialing rates in predictive mode by adjusting the percentage of the representative busy rate. This boundary allows a level of consistency between telephone performances to be accomplished, and can have a very positive effect on abandon rates and wait time between calls. However, adjusting this