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call pacing
Home » Call Pacing

Call Pacing

posted on April 16, 2022

Call pacing is an algorithm that determines how fast (or at what “pace”) a predictive dialer makes outbound calls. A predictive pacing algorithm generally tries to predict how many customers to call.

The number of customers to call is based on variables such as how many agents are available, how long calls take (to allow the system to predict when an agent may become available), and how many customers the algorithm predicts will actually answer the call.

Some predictive dialers allow administrators to configure different settings that control “pace”. For example, a dialer may allow you to set the number of “lines per agent” or the “calls per minute.”


Related Definitions:

  1. Abandoned Calls Abandoned calls are calls that were answered by the phone system (such as the ACD) but never reached a call center agent because the caller either hung up (usually due to a long wait), the caller was interrupted, or the caller realized he/she misdialed and arrived at the wrong number. A high number of abandoned calls can […]…
  2. Abandonment Rate The term “abandonment rate” relates to how many outbound autodialed or predictive dial calls are abandoned in relation to the number of calls that are answered by customers. The abandonment rate is the rate at which calls are abandoned in relation to the number of calls that are answered by customers. For example, if a […]…

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