Q. IF YOU ARE DIALING OUT ON MORE LINES THAN YOU HAVE AGENTS, HOW DO YOU PREVENT HANGING UP ON PEOPLE?

A. Predictive dialers utilize a predictive algorithm that strikes a balance between the amount of time between calls and the number of dropped calls. Predictive levels can be set very low (call only when an agent is available), which will guarantee that no live contact gets dropped. Alternatively the predictive level can be high, (call whenever a line is available - whether or not an agent is available) which will result in a high number of drops. The ability to adjust calling campaigns to a level that will minimize both wait times and drops varies between dialer providers. When the predictive level is properly set, dropped calls should be minimized to well under 1% -- most of which will result in a ring at the contact phone with the connection terminating prior to the contact answering the phone.