Development of Predictive Dialer System
Predictive Dialer automatically dials numbers and connects ready calls to operators (when customer answered). Maximizes productive talk time, minimizes abandoned calls.
Algorithm
1. Predict how many agents are available
2. Account for answer rate (30% typical)
3. Dial N×agents/answer_rate numbers
4. Connect answered calls to operators
5. Adjust pacing factor based on abandonment rate
Max abandonment rate target: 3% per FCC.
Answer Rate Prediction
ML model predicts likelihood of answer based on:
- Hour of day / day of week
- Previous attempt count
- Phone type (mobile/landline)
- Timezone
- Customer segment
Optimal Call Windows
B2C: weekdays 9-12, 17-20; Saturday 10-13; no Sunday B2B: weekdays 10-12, 14-17
Timeline: basic predictive dialer — 6–8 weeks. Full system with ML optimization — 3–4 months.