Recommended usage:
Cold calling where the minutes spent talking is the most important success factor.
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Smaller teams may be able to use the Predictive dialer if the 'talk time' of each connected call is very consistent. For small teams the 06. Shared Pool06. Shared Pool dialer performs almost as well as the Predictive dialer, however it will result in a higher Abandonment Rate.
Issues:
The Predictive Dialer is the fastest of the dialers however it presents the risk of annoying customers and will only operate effectively for larger teams (12+ agents).
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Noojee Dialer will not retry a number that has been unsuccessfully dialed for a defined period of time to avoid harassing customers. If Noojee Dialer runs out of numbers which can be Predictive Dialed it will automatically stop. Each Agent must then restart the Dialer and select the 'Force Single Dial' checkbox before the dialer can continue. Note: in the next release the system will drop to single dial mode automatically and the 'Force Single Dial' option will be removed.
Overview:
The principle behind the Predictive dialer is that it is designed 'predict' when an agent will become Available and have a 'live' call ready to connect to the Agent. In the real world is this particularly hard to achieve as the Dialer still needs to ensure that it is not harassing customers. The main source of customer harassment is Abandoned calls. Abandoned calls occur when the dialer connects to a 'live' customer when there is no Agent available. The Predictive Dialer's job is to minimise the level of harassment whilst minimising the amount of time an Agent waits between calls. The Predictive Dialers ability to do this affectively can be compromised by poor quality lists as well as unpredictable Agent talk time. Larger teams are more predictable than small teams.
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Min Pool Size + (Pool Growth Ratio * (No. of Available Agents - 1))