Know what a predictive marker is and how you can improve the operations of your contact center

METRO MANILA, Philippines - Aug. 5, 2019 - PRLog -- A predictive dialer allows multiple calls to be made without the need for human intervention. When the client answers the call, it is transferred to an agent so that he can continue with the service. The difference between a predictive dialer and a common auto dialer is that the predictive dialer uses algorithms to predict the exact moment when agents will be available to answer the next call. Also, the predictive marker dials several numbers at the same time and contacts the stipulated number of leads at the right time to ensure maximum use of each agent. Another function is to minimize the rate of missed calls.

Time economy

As the name implies, the predictive marker foresees the moment when the agent is free to attend a new communication and transfers it. If it is well programmed, it provides agents with a constant flow of calls to avoid idleness. In this way, it prevents the agent from wasting time having to make the call. Manual telephone dialing may take about 30 seconds, and only one in three or four calls is effectively answered. The Predictive dialer Davao, on the other hand, calculates the average time for a call to be answered, and also, the expected conversation time. These data feed the solution algorithm to predict when each agent will be free. It also keeps a record of all calls made, answered or discarded. In this way, you can anticipate the number of free agents and the rate of unanswered calls to adjust the speed of dialing.

This delay is one of the main causes of the abandonment of calls. To avoid this - since this also disrupts the client, which answers a so-called "mute" call, it is necessary to correctly manage the communications and the number of agents in operation. Also, the team must be thoroughly trained to fully understand what the benefits of the solution are. For more details visit us https://www.lgorithmsolutions.com