What is a Predictive Dialer?

The definition of predictive dialers refers to an outbound calling system that automatically dials from a list of telephone numbers. Predictive dialing systems utilize call metrics to predict the moment when a human agent will be free to take the next call. Predictive dialers then dial multiple leads to ensure a maximum agent utilization. They are often cloud-based (known as hosted dialers) and can sometimes integrate with CRM tools such as Salesforce.
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Evolution of Predictive Dialers

Predictive dialers were first used around 30 years ago by the banking industry, primarily for debt collections. Since then, predictive dialers have evolved. When auto-dialers were invented, predictive dialing became more sophisticated. On top of detecting how many agents are available, predictive auto-dialers use real-time call statistics analysis to see the average handling time and answer time for calls. For example, if the system detects that only 50% of calls are answered by leads, sales agents are on-call for 300 seconds, and it takes customers 5 seconds to pick up their phones, the system might “decide” to dial two numbers at the 295-second mark.