Computer-implemented method of fowarding calls predictive dialer system and data base

A non-transitory computer readable medium having code stored thereon, the code defining a method that is performed by a predictive dialer system that runs the code via a processing component of the predicative dialer system, the method comprising:

• monitoring a first active call between an agent and a client using speech recognition to detect, during the first active call, an occurrence of at least one key phrase audibly spoken by the client during the first active call that indicates intention of termination of the first active call;
• monitoring a call completion rate for call attempts and an average ringing time for the call attempts;
• in response to detection of a key phrase of the at least one key phrase audibly spoken by the client during the first active call, predicting a remaining time period until the first active call will be terminated based on an average time value associated with the key phrase that was detected, the average time value being stored in a database that maps the average time value with the key phrase that was detected, the database being stored in the non-transitory computer readable medium that is communicatively accessible to the processing component of the predictive dialer system;
• selecting a number of new second call attempts based on the monitored call completion rate;
• determining a point of time for initiating the selected number of new second call attempts for establishment of a new second call between the agent and a new client for being handled by the agent based on the predicted remaining time period until the first active call will be terminated, the monitored average ringing time for call attempts, and an amount of time needed for dialing to initiate the selected number of new second call attempts;
• and
• initiating the selected number of new second call attempts to establish the new second call between the agent and the new client at the determined point of time during the first active call and before termination of the first active call.

A predictive dialer system comprising:

• a processing component,
• a non-transitory computer readable medium, a database being stored in the non-transitory computer readable medium,
• a dialer component;
• the processing component communicatively connectable to the non-transitory computer readable medium and the dialer component to control the dialer component;
• the processing component configured to control monitoring of a first active call between an agent and a client using speech recognition to detect, during the first active call, an occurrence of at least one key phrase audibly spoken during the first active call that indicates intention of termination of the first active call;
• the processing component configured to control monitoring a call completion rate for call attempts and an average ringing time for the call attempts;
• the processing component configured to predict a remaining time period until the first active call will be terminated based on an average time value associated with a key phrase of the at least one key phrase that was detected in response to detection of the key phrase of the at least one key phrase audibly spoken during the first active call, the average time value being stored in the database for mapping the average time value with the key phrase of the at least one key phrase that was detected;
• the processing component configured to select a number of new second call attempts during the first active call based on the monitored call completion rate;
• the processing component configured to determine a point of time for initiating the selected number of new second call attempts for establishment of a new second call between the agent and a new client for being handled by the agent based on (i) the predicted remaining time period until the first active call will be terminated, (ii) the average ringing time for call attempts that is monitored and (iii) an amount of time needed for dialing to initiate the selected number of new second call attempts;
• and
• the processing component configured to control the dialer component to initiate the selected number of new second call attempts to establish the new second call between the agent and the new client at the determined point of time during the first active call and before termination of the first active call.