Recruiter's Glossary

Examples: PBX (Private Branch Exchange) • Call Recording • Call Flow

Predictive Dialing

Term from Call Centers industry explained for recruiters

Predictive Dialing is a call center technology that automatically dials phone numbers and connects answered calls to available agents. Think of it like a smart assistant that knows when agents will be free and starts dialing before they finish their current call. It helps call centers make more successful calls by reducing the time agents spend waiting between conversations. The system can tell the difference between real answers, voicemails, and busy signals, only connecting agents to actual people. This makes the whole process more efficient than manual dialing.

Examples in Resumes

Managed team of 20 agents using Predictive Dialer technology to improve call completion rates by 45%

Trained new hires on Predictive Dialing systems and best practices

Supervised outbound sales campaign utilizing Auto Dialer and Predictive Dialing software

Typical job title: "Call Center Managers"

Also try searching for:

Outbound Call Center Manager Contact Center Supervisor Telesales Manager Call Center Operations Manager Dialer Manager Campaign Manager Contact Center Team Lead

Where to Find Call Center Managers

Professional Networks

Industry Resources

Example Interview Questions

Senior Level Questions

Q: How would you set up a predictive dialing campaign to maximize agent efficiency while maintaining compliance?

Expected Answer: Should discuss balancing abandon rates with agent utilization, mention compliance with call time regulations, and explain how to adjust dialing ratios based on campaign performance.

Q: What metrics would you track to evaluate the success of a predictive dialing campaign?

Expected Answer: Should mention key metrics like abandon rate, agent utilization rate, average handle time, contacts per hour, and how these metrics influence campaign adjustments.

Mid Level Questions

Q: How do you handle caller complaints about abandoned calls?

Expected Answer: Should explain compliance requirements for abandoned calls, callback procedures, and how to maintain good customer relations while using predictive dialing.

Q: What's the difference between predictive dialing and progressive dialing?

Expected Answer: Should explain that predictive dialing calls multiple numbers anticipating agent availability, while progressive dialing waits for an agent to be ready before making the next call.

Junior Level Questions

Q: What is an acceptable abandon rate for outbound calls?

Expected Answer: Should know that the legal limit is 3% in most regions and explain basic strategies to keep abandon rates below this threshold.

Q: How do you prepare agents for a predictive dialing campaign?

Expected Answer: Should discuss training on system usage, script preparation, handling quick connections, and maintaining conversation quality despite faster pace.