predictive-dialing
29 posts.
Is VICIdial the best choice for outbound call centers?
An honest look at why VICIdial dominates outbound dialing, where it shines, and the cases where another tool fits better.
Read postVICIdial vs Convoso
Convoso is a cloud dialer built specifically for outbound sales and lead conversion. VICIdial covers the same dialing modes as open-source software with no per-seat fee. Here is how they compare.
Read postThe 3% abandonment rule explained
The FTC caps abandoned outbound calls at 3% of answered calls per campaign per 30-day period. Here is exactly how VICIdial counts and controls that number.
Read postWhat FTC Safe Harbor means for auto-dialers
FTC Safe Harbor is a set of five provisions that let you run predictive dialers legally. Miss any one and your campaign is out of compliance.
Read postWhy cold lists need a lower dial level
It sounds backwards: a list that barely answers should let you dial harder, not softer. But cold lists behave unpredictably, and that is exactly why a lower dial level keeps you safe.
Read postSetting dial level for a small agent team
Predictive dialing assumes a crowd to average over. With three or four agents, the usual advice backfires. Here is how to set dial level when your team is small.
Read postPredictive dialing best practices for new operators
Turning on predictive dialing for the first time is where new VICIdial operators get burned. A short list of habits keeps your drop rate legal and your agents busy from day one.
Read postIs it your dial level or your list quality?
When numbers look off, operators blame either the dialer settings or the leads. Usually it is the interaction between the two. Here is how to tell which one is actually your problem.
Read postToo many dropped calls: the common causes
Your drop rate is creeping up and you are not sure why. Here are the usual suspects in VICIdial, from a dial level set too high to a list that just answers too well.
Read postHow to slow down VICIdial dialing
Calls are stacking up faster than your agents can take them, and customers are getting dead air. Here is how to ease off the gas in VICIdial without breaking anything.
Read postVICIdial dialing strategies: the complete guide
Every VICIdial dialing strategy in one place: ratio, predictive, adaptive, manual and blended. How dial level, drop rate, the hopper, lead order and caller ID fit together, plus a troubleshooting map for when calls slow down or drops climb.
Read postAdapt Percent-Max Percentage explained
ADAPT_PERCENTMAX uses one number to decide how hard your dialer pulls back when you cross the drop limit. Here is what Adapt Percent-Max Percentage actually controls and how to set it.
Read postAgent In-Call Tally Seconds Threshold explained
This setting tells VICIdial when to stop counting an agent toward dialing more calls based on how long they have been on a call. It is a quiet pacing lever that can cut drops on campaigns with long talk times. Here is how it works.
Read postAvailable Only Tally and how it changes drop-rate math
By default VICIdial counts agents who are already on a call when it decides how many lines to open. Available Only Tally tells it to count only the agents truly free right now, which is the strongest protection against dropping a live caller.
Read postDial Level Difference Target: keeping agents busy safely
Do you want a spare agent waiting, or a spare call waiting? Dial Level Difference Target answers that question, and the answer is one of the simplest levers you have for trading drop rate against agent idle time.
Read postAdapt Intensity Modifier explained
Most predictive settings change where the dial level lands. Adapt Intensity Modifier changes how eagerly the dialer gets there. It tunes the personality of the algorithm, not the destination.
Read postMaximum Adapt Dial Level: capping predictive aggressiveness
Predictive dialing will keep pushing the pace as high as the math allows. Maximum Adapt Dial Level is the hard ceiling that says: never open more than this many lines per agent, no matter how good the leads look.
Read postAuto Dial Level Threshold: when predictive kicks in
Predictive dialing needs a crowd to work. Auto Dial Level Threshold tells VICIdial the minimum number of agents it needs before it trusts the prediction, and what to do when the room thins out.
Read postWhat the Drop Percentage Limit setting does
Drop Percentage Limit is the ceiling you give VICIdial for how many connected calls it is allowed to abandon. Set it to 3 and the dialer pulls back on its own when it gets close. Here is what it actually controls.
Read postHow to choose the right auto dial level for your list
Pick your auto dial level from three things: how many agents you have, how warm your list is, and how many channels your server can carry. Here is how to weigh them.
Read postWhat auto dial level means in VICIdial
Auto dial level is the lines-per-agent number that decides how aggressively VICIdial dials. Here is what each value means and who controls it in each dial method.
Read postHow to switch a VICIdial campaign to predictive dialing
Moving a campaign from click-to-dial to predictive is a handful of fields on the Campaign Detail screen. Here is the exact order and what each setting does.
Read postWhat the adapt_hard_limit dial method does
ADAPT_HARD_LIMIT dials predictively but slams the brakes the moment your drop rate hits the ceiling. Here is exactly how that cap works and when you want it.
Read postWhat adapt_average dialing does and when to use it
ADAPT_AVERAGE aims to keep your drop rate around the limit on average instead of slamming a hard ceiling on it. That makes for smoother pacing, but it asks you to trust the average. Here's the trade-off.
Read postWhat adapt_tapered dialing does and when to use it
ADAPT_TAPERED lets you dial hot at the start of a shift and tightens up as your stop time nears, so a busy morning doesn't blow your daily drop-rate average. Here's how the tapering works and how to set it.
Read postRatio dialing vs predictive dialing in VICIdial
Ratio dialing holds a fixed number of lines per agent; predictive dialing moves that number for you. Both push calls ahead of free agents, but they behave very differently in practice. Here's how to choose.
Read postWhat the VICIdial Dial Method setting does
The Dial Method dropdown on a campaign is the single most consequential setting you'll touch. It decides whether agents click to dial, dial a fixed multiple, or hand pacing to the predictive algorithm. Here's what each option means.
Read postHow predictive dialing works in VICIdial
Predictive dialing places more calls than you have free agents, betting that some will go unanswered. Here is how VICIdial decides how many lines to fire and how it keeps your drop rate in check.
Read postHow to lower your VICIdial drop rate
Drop rate creeping above 3%? Nine times out of ten the only knob you need is Auto Dial Level. Here is how to tune it without killing throughput.
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