Predictive Dialer System Logic

Predictive Dialer System Logic

Overview:  

Intelligent Contacts’ Predictive Dialer Solution utilizes a number of factors - agent availability, average handle time, average hold time, calls waiting in queue, requested ratio - to make real time changes to the number of calls the A.I. makes at any given time.  The system begins with the requested ratio (e.g. 3-to-1, 2-to-1) set on the Campaign General Tab, and makes real time adjustments to keep a steady stream of calls coming to agents while simultaneously avoiding client hang ups.  Important to note that the Ratio “display” does not change, even though the dialer is constantly making adjustments to the ratio.


Settings:

The following settings on the “Advanced” tab can be changed to adjust the behavior of the predictive dialer.  Note that the default settings are what has been determined to be optimal for most clients. 


Adaptive Intensity:  

Refers to how quickly the dialer makes changes to its algorithm based on incoming data.  For larger teams, a lower percentage capitalizes on the broader statistical data being provided.  Higher percentages are better for smaller teams as adjustments are made more quickly utilizing the smaller amount of incoming data.


Internal Cycle:  

Determines how often the system checks to see if it needs to make more calls.  Measured in milliseconds.


Fetching Records:  

Determines how many records the system loads to make calls each time it is determined that more records need to be retrieved.


No Answer: 

Determines how long the system lets the phone ring before flagging the number as a no answer and replacing it with another number to call.


Case Study:

Several of Intelligent Contacts’ largest clients utilize the predictive dialer solution.  In one month, one of them made almost 99% of their 4.4 million calls using the feature.  It required only 60 agents for the client to process this high volume of calls.  This efficiency was possible due to a combination of the predictive dialer and answering machine detection software, allowing the system to keep a steady supply of actual contacts available for agents while weeding out answering machines.


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