Predictive mode in WebTic AutoDial
Predictive Dialing mode is the most efficient dialing mode for high-volume outbound call centers. It predicts when an agent will be available and dials numbers in advance to minimize waiting times.
How it works
The predictive algorithm analyzes in real time:
- The number of available agents and their average talk time
- The historical answer rate of the call list
- The acceptable abandon rate (configurable, max 3% recommended)
- The day's call trends
On this basis, it automatically dials several numbers simultaneously, predicting that an agent will be free by the time a contact picks up.
Advantages of Predictive mode
- Maximum productivity: agents spend 40–55 minutes in conversation per hour vs 15–20 in manual mode
- Automatic filtering: answering machines, busy tones and inactive numbers are filtered out
- Adaptive: the dialing ratio adjusts in real time according to agent availability
Configuration in WebTic AutoDial
- Create a campaign from Campaigns → New Campaign
- Select Mode: Predictive
- Set the initial ratio (recommended: 3:1 to start)
- Set the maximum Abandon Rate (3% to comply with French regulations)
- Import your contact list (CSV, max 500,000 rows)
- Assign agents to the campaign
- Launch the campaign
Difference from Progressive and Preview
- Preview: the agent sees the contact record and decides to dial manually. Ideal for complex calls or personalised follow-ups.
- Progressive: a call is dialed automatically when the agent is free. 1:1 ratio — no abandoned calls.
- Predictive: several calls dialed simultaneously for several agents. Variable ratio. Maximum productivity.
Regulatory compliance
In France and Switzerland, the abandon rate (calls answered by a contact but not picked up by any agent) must stay below 3% over a rolling 30 days (ARCEP). WebTic AutoDial calculates and displays this rate in real time and can automatically limit the ratio to stay compliant.
