When you use Predictive Mode, our Predictive dialer uses a statistical algorithm to minimize the time that agents spend waiting between calls, while also minimizing the occurrence of the dialer reaching a live lead and not having an agent to transfer them to.
This means that if you select "Auto" when you create your campaign.
Then you are telling the dialer that you want it to run in Predictive Dialer Mode.
There may be times when the algorithm determines that it needs to dial 5 lines at a time, and that's ok because we provide 5 lines to it when it needs them.
There are several benefits of having your campaign use Predictive Dialer Mode.
The main reasons would be that the call drop ratio stays at or below 3% which is the industry standard and you won't go through your list of leads as fast.
When the dialer is in Predictive Dial Mode, it literally learns what it needs to do.
If you over ride Predictive mode and you are dialing numbers one at a time, or 5 at a time, although this is a good way to keep your agents busy, there are two sources of delay that you may want to consider.
First, only a fraction of dialed calls are answered. So, if 1 out of 3 dials are answered, the predictive dialer might dial 3 lines every time an agent becomes available.
Second, even dials that are answered take some time before being picked up.
If it typically takes 10 seconds for someone to pick up, and conversations typically last 90 seconds, the predictive dialer might start dialing every 80 seconds.
These factors are continually changing and the Predictive Dialer continually monitors these factors and executes actions to prevent your agents from not talking to enough leads, while at the same time it ensures that more leads that are answering are being transferred to your leads instead of being abandoned.