Predictive Dialing Fundamentals: An Overview of Predictive Dialing Technologies, their Application and Usage
by Aleksander Szlam & Ken Thatcher, softcover, 160 pages, 1996, $32.95



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This is a must read if you're a newcomer to predictive dialers and responsible for analyzing, recommending, and deploying inbound and outbound call center solutions; or, if you're in the midst of implementing a predictive dialer; or if you're familiar with current technologies, but want to know more about how leading edge technologies contribute to the productivity of a call center.

Did you know that predictive dialers help companies to:

  • Increase agent productivity by 150% to 400%
  • Experience a return on investment within 6 to 12 months
  • Allow agents to talk to at least two people in the same time it takes to manually dial and reach one person
  • Boost agent morale by removing the remedial tasks of manual dialing and frustrations associated not reaching the intended contact

With this book, you will learn fundamental information about predictive dialers: what they are, how they work, how they benefit businesses that are conducting telemarketing, customer service and collection calls, as well as what the future holds for call centers.

Table of Contents

Chapter 1 - An Overview of Predictive Dialers

  • The origins of predictive dialing
  • Putting the pieces together
  • The business need
  • The financial sector

Chapter 2 - Why and Where Use Predictive Dialers

  • Using predictive dialers in customer service
  • Using predictive dialers in telesales

Chapter 3 - The State of Predictive Dialing Technology Today

  • The application of predictive dialing
  • The technology of predictive dialing
  • A state of transformation

Chapter 4 - Case Studies

  • Banking/Financial
  • Cable
  • Health care
  • Health care/Hospital
  • Protective service and lawn care
  • Utility

Chapter 5 - What to Look for When Choosing a Predictive Dialer

  • Nuisance calls
  • Basic minimum requirements
  • Advanced features
  • What to avoid

Chapter 6 - How to be Successful in Implementing a Predictive Dialer

  • Supplier/Customer partnership
  • Project team
  • Supplier project team
  • Other functional areas

Chapter 7 - Tomorrow's Customer Care Focused Business

  • Business in the digital age
  • How business will change
  • The future of predictive dialing
  • Application generation in the hands of the user
  • Exploiting the graphical user interface
  • Agent dialogue management
  • Multiple application support
  • The need for better switching (PBX/ACD)
  • Inbound/Outbound call management
  • Technology trends
  • Back into the future

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Last modified January 19, 2012