A predictive dialer Interactive Voice Response (IVR) is a computerized outbound call processing system designed to maintain a high level of utilization and cost efficiency in the contact center. The IVR's dialer automatically calls a list of telephone numbers, screens the unnecessary calls, such as answering machines and busy signals, and then connects a waiting representative with the customer.
Benefits of Using Predictive Dialer IVR
- Save agents' time: a dialer detects disconnected phone numbers, or fax machines and passes only live calls to agents
- Save management's time: do-not-call lists, leads and call-backs can be managed automatically
- Boost agent morale: remove the tedious task of manually dialing and the frustration of not achieving the target calls and figures
- Provide real-time feedback: the manager can monitor and maintain optimum performance and productivity. More calls placed means better efficiency and more revenue