Predictive Dialer Optimization

How Predictive Dialers Work

Predictive dialers use algorithms to dial more lines than available agents, predicting that some calls won't connect. The goal is to have a live call ready the moment an agent finishes their previous call.

The algorithm considers:

• Answer rate — What percentage of calls connect?
• Average handle time — How long do conversations last?
• Abandon rate — How many calls connect with no agent available?
• Agent availability — How many agents are wrapping up?

Impact of Bad Data

Invalid numbers in your list throw off the algorithm:

• Overdialing — Algorithm compensates for "non-answers" that are actually disconnected
• High abandon rates — More calls connect than expected when bad numbers are removed
• Compliance risk — FCC requires <3% abandon rate
• Wasted capacity — Trunk lines used for calls that can't connect

Optimization Strategies

1. Pre-Campaign Validation

Validate your entire list before loading into the dialer:

1. Export contact list
2. Batch validate with VeriRoute Intel
3. Remove disconnected numbers
4. Import only valid records

Result: Algorithm predictions become accurate because all numbers can potentially answer.

2. Segment by Line Type

Different line types have different answer rates:

Feed line type to your dialer to adjust pacing per segment.

3. Real-Time Pre-Dial Check

For high-value campaigns, validate just before dialing:

# Dialer hook before dial
def pre_dial_hook(phone_number):
    result = veriroute_lookup(phone_number, lrn=True)

    if result['lrn']['status'] == 'disconnected':
        return {'action': 'skip', 'reason': 'disconnected'}
    else:
        return {'action': 'dial', 'data': result}

4. Continuous Learning

Feed outcomes back to improve predictions:

• Track answer rates by carrier
• Monitor by time of day
• Adjust pacing based on actual results

Expected Improvements

Compliance Considerations

• FCC abandon rate — Must be <3% (better data helps)
• Message on abandon — Required if call connects with no agent
• Time restrictions — No calls before 8am or after 9pm local time
• Do-Not-Call — Scrub against DNC before dialing

Implementation Checklist

1. Export current campaign list
2. Batch validate with VeriRoute Intel
3. Remove invalid numbers before import
4. Add line_type field to dialer records
5. Configure pacing by segment if supported
6. Monitor abandon rates after changes
7. Measure agent utilization improvement