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Communications Glossary

Predictive Dialer

Businesses often utilize a predictive dialer for sales leads and customer follow-ups. The dialer will contact a list of telephone numbers and connects any answered calls to a live sales or support representative.

A predictive dialer is utilized to maximize the amount of calls that a company’s sales or support team can answer – when dialing numbers one at a time, only a fraction are actually answered which is a waste of time for the company.

Predictive Dialer Rules & Regulations:

If someone answers but no agent is available within 2 seconds of the person’s greeting, Federal Communications Commission (FCC) regulations consider the call “abandoned” and require the dialer to play a recorded message. The FCC requires that predictive dialers abandon less than 3% of answered calls. (Source: FCC.gov)

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