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Glossary:Predictive Dialing

A method of making multiple outbound calls without agents, and then passing calls to agents as those calls are answered. A computer makes the dialing decisions, based on certain algorithms. The system dials more numbers than there are available agents, by predicting agent availability if the call is answered by the customer. This method is typically used for cold calls and telemarketing.


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This page was last modified on November 18, 2013, at 18:11.