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Predictive Dialing for Outbound Telephone Call Centers

Author

Listed:
  • Douglas A. Samuelson

    (InfoLogix, Inc., 8711 Chippendale Court, Annandale, Virginia 22003)

Abstract

In the late 1980s, I used queuing and simulation to invent predictive dialing, a method to determine when computer-directed outbound telephone dialing systems should dial. I included a real-time estimation updating feature that was highly robust against sudden changes in the system's operating environment; thorough validation to ensure that the models tracked all important features of the real systems; and a modular software design that allowed “plug-in” replacement of the control software, eliminating debugging of field upgrades. The improved systems kept operators busier and drastically reduced the number of calls the systems abandoned because no operator was available to talk to the answering party. This invention was critical to the success, in the late 1980s, of International Telesystems Corporation (ITC), a small company founded in 1984, which a competitor, EIS International, bought in 1993 for approximately $12 million.

Suggested Citation

  • Douglas A. Samuelson, 1999. "Predictive Dialing for Outbound Telephone Call Centers," Interfaces, INFORMS, vol. 29(5), pages 66-81, October.
    • Handle: RePEc:inm:orinte:v:29:y:1999:i:5:p:66-81
    DOI: 10.1287/inte.29.5.66
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    Cited by:

    1. Noah Gans & Ger Koole & Avishai Mandelbaum, 2003. "Telephone Call Centers: Tutorial, Review, and Research Prospects," Manufacturing & Service Operations Management, INFORMS, vol. 5(2), pages 79-141, September.
    2. Guodong Pang & Ohad Perry, 2015. "A Logarithmic Safety Staffing Rule for Contact Centers with Call Blending," Management Science, INFORMS, vol. 61(1), pages 73-91, January.
    3. Gardner, Everette Jr., 2006. "Exponential smoothing: The state of the art--Part II," International Journal of Forecasting, Elsevier, vol. 22(4), pages 637-666.

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