Skill based routing is using CTI, separate phone numbers or IVR / switch menus to differentiate your call types or customer types and route to the most qualified representatives. Strategically this methodology is used to target training, market share, profitability or cost to serve. Predictive dialers use a datasource (database lists) to outpulse digits (phone numbers) and verify a connection to the receiver/customer prior to connecting to a representative for call handling. The most common uses for predictive dialers are collections, tele-sales, amrketing and surveys.
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