Utilizing predictive models to improve predictive dialer pacing capabilities

A non-transitory, computer-readable storage medium comprising computer-executable instructions for pacing outbound calls placed by a predictive dialer in a contact center that when executed by the predictive dialer are configured to cause the predictive dialer to:

• calculate a call pacing hit ratio based on a probability for each dialing record in a plurality of dialing records of an outbound call placed to the dialing record resulting in a live connect, wherein the call pacing hit ratio represents a percentage of outbound calls expected to result in a live connect and the probability for each dialing record is determined by applying an ensemble to the dialing record comprising a global predictive model representing comprehensive dialing trends across at least one of multiple industries, multiple purposes, multiple locations, and multiple predictive dialers and a local predictive model representing a specific dialing history associated with the contact center;
• determine a number of outbound calls to place based on the call pacing hit ratio and at least one of a number of agents associated with the contact center that are currently available to handle calls and a number of agents associated with the contact center that are expected to become available to handle calls within a time period;
• select a set of dialing records from the plurality of dialing records based on the number of outbound calls to place;
• and
• place virtually simultaneous outbound calls for each of the dialing records found in the set of dialing records.

A system for pacing outbound calls in a contact center, the system comprising:

• a predictive dialer configured to:
• calculate a call pacing hit ratio based on a probability for each dialing record in a plurality of dialing records of an outbound call placed to the dialing record resulting in a live connect, wherein the call pacing hit ratio represents a percentage of outbound calls expected to result in a live connect and the probability for each dialing record is determined by applying an ensemble to the dialing record comprising a global predictive model representing comprehensive dialing trends across at least one of multiple industries, multiple purposes, multiple locations, and multiple predictive dialers and a local predictive model representing a specific dialing history associated with the contact center;
• determine a number of outbound calls to place based on the call pacing hit ratio and at least one of a number of agents associated with the contact center that are currently available to handle calls and a number of agents associated with the contact center that are expected to become available to handle calls within a time period;
• select a set of dialing records from the plurality of dialing records based on the number of outbound calls to place;
• and
• place virtually simultaneous outbound calls for each of the dialing records found in the set of dialing records.