Predictive dialing has been an effective tool for telemarketing for the last two decades. For those who may not be familiar with it, it is an automated algorithmic dialing where the predictive dialler software will dial more number of lines (phone numbers) than the number of agents available to handle the calls. The purpose of the algorithm is to minimize the wait time between calls there by increasing the productivity. Should more number of calls connected be more than the available agents, the excess calls will be dropped.
Skills based Routing is the most effective way of identifying an appropriate representative within a contact center to handle every available prospect or call. This is achieved by carefully matching the consumer/prospect requirements with the knowledge base of the available representatives. This process leads to better understanding of the customer requirements, establish trust, improve sales and enhance customer satisfaction.