Patent ID: 7295668

Claim:
A predictive dialing system for a call center including a plurality of agent workstations, each agent workstation comprising: a display prompting system for producing signals effective to cause a display to display a script for prompting the agent in a telephone conversation with a telephone respondent; an entering system for entering information obtained from the telephone respondent in response to questions prompted by the script into the workstation; and a status signal production system for producing a series of status signals indicative of the progression of the agent through the script; the predictive dialing system comprising: a storage system for storing statistical data regarding the connection of previous telephone calls; a reception system for progressively receiving the series of status signals produced by each agent station; a prediction system for predicting from the statistical data and those of the series of status signals received at any time how many new calls should be dialed to enable agents, who have finished their previous call by the time each new call is answered by a respective telephone respondent, to take all the new calls; and a generation system, for generating signals effective to cause said new calls to be dialed.