How Stratasoft Predictive Dialer Works?

Stratasoft Predictive Dialer

In a typical outbound call center (running without a predictive dialer), only 25-30% of total calls are actually answered. A large percentage of calls are either not responded or are intercepted by answering machines, faxes, modems or other electronic devices – around 5% of the dialed numbers are busy, invalid or cannot be reached because of network errors. For call centers (without a predictive dialer) that need to dial a large number of calls on a daily basis, this percentage makes a considerable impact on productivity and utilization of agents. A predictive dialer can save this cost by automatically dialing numbers in a predictive mode, that is, by screening unwanted responses out, and routing only valid connects to agents. By sparing agents from dialing telephone numbers, waiting for responses and disposing off invalid connects, predictive dialers can save 80% of agent’s utilization and thus increase the overall productivity to 300%.

How Stratasoft Predictive Dialer works

Stratasoft Predictive Dialer predicts agents’ availability by analyzing dialing preferences and call handling patterns and then dials batches of telephone numbers. The goal of a predictive dialer is to filter invalid connects and route as many calls as possible to available agents. Stratasoft Predictive Dialer achieves this goal by dialing ahead of the agents, that is, by dialing two or three numbers for each agent or according to the configured dialing ratio. Dialing in advance allows predictive dialer to screen out invalid responses (answering machines, network errors, busy signal etc.), queue connected calls, and determine the most suitable agent while agents are still busy in a call. As soon as an agent becomes available, predictive dialer routes a queued call to the agent and dials another batch of telephone numbers according to the dialing ratio.

The Challenge for Predictive Dialer

The major challenge for any Predictive Dialer is to make accurate predictions and adjust its dialing speed dynamically – not dialing enough calls would increase idle time and impact service levels; dialing too many calls would raise the drop ratio and breach regulatory laws.

Stratasoft Predictive Dialer and Pacing Algorithm

Sophisticated predictive dialers, such as Stratasoft Predictive Dialer, are able to maintain the ratio of dropped calls to answered calls at less than a fraction of one percent while still dialing in advance. Stratasoft Predictive Dialer uses its predictive dialing algorithm to determine the probability and expected time each agent currently in outbound call would become available. Once the availability of each agent is predicted, the system uses its pacing algorithm to speed up or slow down the dialing process intelligently in order to dial only the accurate number of calls. This allows the system to comply with the requirements of maintaining the drop ratio under three percent and responding to all connected calls within two seconds.

Stratasoft Predictive Dialer starts dialing	Stratasoft Predictive Dialer checks Initial Pacing, historical patterns (agents and campaigns), and Dialing Ratio to determine the number of channels to use.

Stratasoft Predictive Dialer predicts Agents’ Availability	Stratasoft Predictive Dialer monitors progress and outcome of each call, filters unwanted responses out and determines agents’ availability.

Stratasoft Predictive Dialer checks Drop Ratio	Stratasoft Predictive Dialer evaluates the Drop Ratio and compares it with campaign’s Drop Ratio Goal.

Stratasoft Predictive Dialer adjusts pacing	Based on agents’ availability and the difference between current Drop Ratio and Drop Ratio Goal of campaign, Stratasoft Predictive Dialer increases or decreases its pacing. The pacing can fluctuate within the Maximum and Minimum Pacing as set by the user.

Stratasoft Predictive Dialer re-checks Drop Ratio	Stratasoft Predictive Dialer re-evaluates Drop Ratio and increases or decreases current pacing accordingly.

Stratasoft Predictive Dialer stores dialing and call handling patterns	For each dialing session, Stratasoft Predictive Dialer saves dialing and call handling patterns of agents and campaigns. This data is used later to predict agents’ availability is another dialing session.