Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Here are some suggested Connections for you! - Log in to start networking.

Amanda Restu Adzani
Associate Manager
Burcin Gunes
Senior Learning and Development Manager
Saskia Y. Kusumah
Contact Center Manager
Bikram Kumar Singh
Founder, President & CEO

Article : Predictive Dialing - Rules That Matter

Who can tell us what the main benefit of predictive dialing is? A sea of hands goes up. No problem there. Let's try another one. Hands up those of you who know what predictive dialing is, and how it really works? A few hands boldly up, but a striking number are at half mast, and there are quite a few no shows.

Does it matter? It certainly does. An industry/product starts to realize its true potential when vendors, users and other interested parties have figured out what is going on; not just what the benefits are, but how things work, and what the standards are. By standards we simply mean the measures and practices which allow all interested parties to be presented with a level playing field, for purposes of making effective comparisons and assessments of performance.

Take a related technology. Imagine that you are buying a database to manage your calling lists. A key question is whether the software/hardware configurations being proposed are up to the job. One way of doing this is get vendors to benchmark their solutions against a common standard. Here's a quote taken from the tpc home page of the Transactions Processing Performance Council

"The TPC is a non-profit corporation founded to define transaction processing and database benchmarks. TPC benchmarks can be run by any company based on published standards. The benchmarks are audited and reviewed by the TPC."

Of course all database vendors will go for differentiation, or even look to alter the shape of the playing field occasionally to suit their offerings, rather than just be tried by a brute ranking of numbers. But there is little doubt that this kind of standard has been effective in helping the database market to grow in size.So what standards, if any, apply in the case of predictive dialers? There is a wealth of legislation and codes of practice governing issues such as agent behaviour, who can be called, and cooling off periods. In the US much of this is covered by The Telephone Consumer Protection Act, and there are similar rules in Europe, in those countries where outbound dialing is allowed. Some would even argue that the legislators have been too busy protecting consumer's rights.

Rules Governing Dialer Behavior One area, surprisingly, which has been almost totally neglected by the legislators and rulemakers is the rules governing how outbound dialers behave. Research in a number of leading outbound countries including the UK, the USA, Canada and Australia shows that in only one are there any explicit rules at a national level. That country is the UK, and even there confusion reigns as to how the rules should be interpreted.

So What Do These Rules Concern? Essentially they are to do with dialer behaviour when numbers are ringing, or when people answer and there are no agents available to take a call. This is a feature primarily of power and predictive dialing. If you are not sure why this is, see the highlight on abandoned calls.

Abandoned Calls Predictive and power dialers typically dial more numbers than there are agents to take calls,on the basis that not all numbers dialed will get a live answer. In the case of a predictive dialer, the extent of overdialing will depend on the factors assessed by it, in its algorithms. The higher the level of overdialing, the lower the wait times for agents between calls. And because dialers are dealing in probabilities and not certainties, sometimes live calls will be made when no agents are waiting, leading to calls being abandoned (sometimes known as a nuisance calls) by the dialer. These rules are as follows:

  1. Abandoned Call Limits
    This is the maximum percentage of calls that may be abandoned. Good practice in all major markets is now within the range of 1% to 5%. Policy among serious users is to set targets at the lower end of this range, but see next rule below.

  2. Measurement Of Abandoned Call Rate
    There's little guidance for users on this, and it's not uncommon to find major users in the same market using quite different measures. Yet the way in which abandoned calls are measured can be just as important as call limits themselves. For example an abandoned target of 1% that is expressed as a percentage of all call outcomes, may actually generate more abandoned calls than a target of 4%, that is based on live calls only.

  3. Abandoned Call Delay
    This is the time taken before a connect is abandoned by the dialer, when no agent is available to take the call. The UK Direct Marketing Association code of practice sets a maximum hangup time of one second. Apart from this, there are no recognized standards anywhere. Ever been rung up by a dialer that kept you waiting on the line for say 15 seconds, while it waited to see if another agent would become free? If so, your blood temperature probably rose a few degrees, and you'll have some sympathy with the limit set by the UK DMA.

  4. Dialer Hangups
    Some dialers will dial lots of numbers, allocate connects to waiting agents, then when no more agents are either available or imminently available, will hang up on any incomplete calls. Sometimes known as "predictive hang-ups". This is an inefficient way of dialing, and is usually confined to dialers whose algorithms are unsatisfactory. It's got little to do with true predictive dialing, and any dialer doing it should classify such calls as abandoned.

The Rules In Context If these rules are left to the user to interpret as he sees fit, let's look at what the performance implications might be in respect of the first three of these rules. In all cases the measure of performance being looked at is the agent talk time per hour on a campaign.

Depending on which measure of call abandonment, and which call delay you go for, the spread in the range of talk times per agent hour achievable, is 2¾ minutes per agent hour. What about at lower rates of live calls? The spread now in agent talk times achievable now is almost eight minutes. wider still!

Some dialers may allow longer call delays than those shown above. Added to that are the impact of any dialer hang-ups. If this practice is also considered, and hangups are not treated as abandoned calls, then in both of our calling scenarios, the same dialer, by virtue of the dialing rules being applied, can easily display variations in average agent talk time, in excess of ten minutes in the hour.

So How Does A User Decide..?
If performance is an issue when it comes to choosing your predictive dialer, then how many users have been able to draw up a level playing field for these rules, that enabled them to make like for like comparisons? I'll hazard a guess, and say that they are in a definite minority. There's an equally important issue. Having acquired a dialer, how should these dialing rules be applied?

Is it really fair to leave this issue to call centres to decide for themselves? The average call centre manager doesn't want to be bothered with the fine nuances of dialing rules, he just wants to know what's permissible, and then to get the best performance from that situation, subject to the wishes of his client(s).

What About The People Being Dialed?
Sure they matter - most of all. If dialing rules are too zealously interpreted (or ignored) in the search for competitive advantage, then we alienate the very people upon whom the success of the outbound industry depends.

So Whither Dialing Rules? A telemarketeer flying in from Mars would be pretty impressed with the size of outbound telemarketing, especially in the US, and he would be encouraged by all the interest in it in Europe. But he'd probably look in wonder at the differing ways dialing rules are being interpreted in the market. If we asked his advice on whether dialing rules matter, here's a guess as to what he might say.

Sensible Dialing Rules Do Matter

  • to call centre managers, so they know what to expect from their dialers and can get on with the business of managing their calling lists

  • to the owners of calling lists so that they know how their client base is being marketed to

  • to consumers so that they are receptive to not just business today, but business tomorrow

And last but not least they matter to vendors selling predictive solutions as well, who should be competing on real differentiators such as product quality, CTI capability and so on, rather than on their own individual interpretation of dialing rules.

Today's Tip of the Day - Scripting

Read today's tip or listen to it on podcast.

Published: Thursday, August 22, 2002

Printer Friendly Version Printer friendly version

2023 Buyers Guide Training


Charlotte Purvis
Charlotte Purvis is a speaker and communication consultant who has influenced an average of one million customer interactions each year for over 20 years. She consults, trains, and speaks on customer service, business communication, and leadership development for global companies, universities, and community organizations. She practices what she teaches as evidenced by nearly 100% of her engagements coming from repeat or referral business.


4PS Contact Center Management certification; 4PS Registered Coordinator training
With five modules as the core, including Strategic, Planning, Personnel management, Process management, Platform(technology & environment) and Performance & data, and containing related and useful concepts & applications in other international standards (including ISO, CSP, SSE), 4PS Contact Center International Standard is compiled by 20 experts with their practical experience, including managers from Top 500 enterprises and large-scale global contact centers, and leaders from industry association.

4PS Contact Center International Standard authentication system is divided into 5 classes, i.e., L1 application-level, L2 application level,L3 application level, L4 profession-level and L5 ben...
(read more)


Call Centers
Contact Centers
Admin Training
Supervisor Training

Davis-Mayo Associates

"Service Excellence" Customer Service Training
Live onsite training for your teams. Experienced by more than 450,000 people in 48 US states and 18 countries. No-nonsense approach by our experts with field-test content customized to your situation and using your scenarios.

First Impression Training Ltd

Bespoke customer service and sales training solutions for the UK call / contact centre industry.

Culture change programmes to help embed best practice service solutions

Blended learning solutions for hybrid and remote frontline teams

Vulnerable customer training solutions

Online learning for the most affordable way to supercharge your customer experience


Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics. As a result, Happitu slashes training time, delivers higher resolution rates, and reduces handle times.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the...
(read more)

Lieber & Associates

Training Executives, Managers, Supervisors, and Reps
Lieber & Associates provides training for all levels of the contact center team. The firm customizes its off-the-shelf trainings to meet your specific company needs,

Executive and manager sessions address topics such as customer experience, metrics, technology, AI, and video calls. Supervisor sessions train your leaders to better coach and motivate reps. Phone staff modules include sessions on customer service, order-taking, cross-selling, handling difficult calls, phone "soft skills," and more.

Manitoba Customer Contact Association

Making Training and Development Part of Your Corporate Landscape

Organizations are always on the look out to save money and make more profit. Usually when it comes to crunch time some leaders will scrap training in order to tighten the belt. The downside of this is the cycle it creates.

Because some employers see training as a flexible benefit, employee development is often taken off the table. When employees don’t feel valued it becomes easy to see a revolving door. The constant need to hire goes up which ultimately means costs go up; we know that hiring costs more than retaining the right people.

Start the conversation: Explore our Training Page
(read more)

Marketing Tactics Pty Ltd

7 Pillars For Creating Amazing Team Leaders
I help Call Center Owners, C Suite executives and Call Center Managers develop a proven, practical training program they can customize to their specific needs that creates amazing Team Leaders who turn under achievers into top performers that consistently hit (or even exceed) their targets and KPIs.


CSAT.AI Scores Better Customer Service with Gamified Guidance!

CSAT.AI lets agents know when they’re on the right track by predicting CSAT scores in real time (when they’re fixable!) - because most customers don’t leave feedback, they just leave.

Agents have the immediate positive feedback that reinforces good behaviors for self training.

OMNI HR Consulting (Pty) Ltd

Human Capital & Organisational Development
Omni HR Consulting provides business and people development solutions through Training and Consulting services.

We work across a number of sectors to provide solutions from both a Skills Development / Business perspective.

Skills Development: accredited & non-accredited learning solutions including Learnerships, RPL solutions and Skills Programmes, including a curriculum for developing future skills.

Business Solutions: are designed to be customisable, relevant and industry-related to support businesses to achieve their strategic objectives and needs.

Orion Learning Services Inc.

Learning & Development
Learning & Development for Agents, Supervisors, Managers and Administration/Support Staff

Orion Learning is a global leader in providing accredited learning and development solutions for organizations globally. We offer call/contact center certification programs for Agents, Supervisors and Managers, business certifications and examinations for wide range of topics including project management, change management and service management, leadership soft skills and a full suite of assessment tools which can be used for recruitment, talent management, succession planning and coaching/mentoring. We deliver our solutions to global community and all of our solutions are delivered digitally.


VADS Training Center
PT VADS Indonesia as a Learning Center provides trainers, modules, development programs for individuals and teams. VADS Indonesia owns a vast curriculum for training provided by local trainers with flexible training locations that can be arranged at the client's place or PT VADS Learning Center. VADS Provide knowledge process, transformation consultancy, customer service training, leadership training, interpersonal development, and training for trainers.

Benefit :
- Customizable training by experienced trainers
- Increase motivation and engagement
- Improves customer service skills and knowledge

Service Quality Institute

Customer Service Training Programs
We have over 20 customer service training programs you can use on-site. With our technology, we eliminate 95% of all travel expenses for participants and trainers. The design of our programs reduces the training time by 80% which is the most expensive part of training and we eliminate the need for professional trainers and facilitators.

The Forum

Get connected to raise standards. Established in 2000, we are celebrating 20 years of best practice, our community of professionals is recognised as the ‘go-to place’ for innovation in customer operations, from contact centre and digital to field, back office, branch & retail services, working across all industry sectors.

We offer an independent and trusted space for learning and sharing, proud to welcome members are into a thriving and active community to network with other like-minded professionals. Benchmark against the best in class and learn from innovators and pioneers. Our team of independent experts can also offer bespoke advice, consultancy and training. We have helped many organisations develop the capability of their vital support functions.

About us - in 60 seconds!

Join Our Team

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =