Predictive Dialer Featured Articles
Uncertainty Around the TCPA and Autodialers Should Make Businesses Cautious
The Telephone Consumer Protection Act (TCPA) takes great pains to ensure that predictive dialers do not cross the line and harass the general public. Unfortunately, however, the Federal Communications Commission (FCC) has yet to clarify exactly what constitutes an autodialer. This has led many firms to legal uncertainty about how and when they can place calls.
The Hidden Cost of the Cloud
The cloud has revolutionized the way software is purchased and used by businesses, and rightly so. It enables firms to pay for software on a per-month, per-user basis and avoid having to upgrade and maintain hardware.
Should the Contact Center Operate in the Cloud?
On-premise or the cloud? This is a question businesses of all types are asking now that Web services have made it viable to offer cloud-based software instead of the traditional model.
Dialers Offer More Than Just Predictive Calling
While predictive dialing makes sense in the majority of contact center situations, there are times when one of the other available modes might be more appropriate for the campaign.
How to Make an Old Message Fresh When it Comes to Auto-Dialing
Using the same message twice can become an annoyance to those who have already seen it; hence, the need to record a new and slightly different message.
Same Recorded Message + Different Versions = Reaching More Customers
A company may have already set up a predictive dialer and already broadcast an important pre-recorded message to a qualified list, but just because the message has gone out already does not mean it has been received.
States Call for FCC Clarification on Telemarketer Blocking
The FCC has concluded that call blocking is an unjust and unreasonable practice under section 201(b) of the Communications Act of 1934, according to the testimony of US Telecom last year.
Success in Social Media Lead Generation Will Require Trial and Error
About two-thirds of B-to-B organizations consider generating leads their highest priority. Unfortunately, for many organizations, it's a complex process that is becoming increasingly harder to manage.
Predictive Dialer Channel Overview
This Predictive Dialer Channel at TMCnet™ is written for call center professionals.
Predictive dialers, systems that automatically place outbound calls and deliver answered calls to agents; they are the key to using your sales force time as efficiently as possible in your outbound call center.
If you've just heard of a predictive dialer and are considering the purchase of a predictive dialing system, or want to upgrade your existing predictive dialing system, TMCnet's Predictive Dialer Channel is an invaluable source of information on the Internet which will guide you each step of the way.
We hope you may visit our site at www.spitfiredialers.com and select one of our predictive dialer products in our SpitFire® Predictive Brand, the most well known and searched for predictive dialer brand on the Internet.
Today's call centers, while committed to the same basic functions, are vastly different from one another.
The same holds true for predictive dialers. While they all perform the same core function of dialing numbers from a list, they differ by:
To get the most out of your predictive dialer system, you must provide a clear game plan of your dialing requirements to the predictive dialer merchant. If youve never used a predictive dialer before as opposed to a seasoned veteran of call center predictive dialers, your needs may not be known at this stage.
From the start of your relationship with a predictive dialer vendor, your knowledge of your business goals is more essential than is your knowledge of computers and telephony. Telephony originally meaning voice (analog) communication by telephone (land line), this term has come to encompass virtually all of telecommunications, today because virtually all of telecommunications can be done over or while connected to a telephone line.
Unlike some other call center equipment, you must manage the predictive dialer technology to address your specific needs, rather than have your business conform to the dialer technology.
Dont let your vendor try to over-sell or under sell you as not to address your specific needs and future requirements.
A predictive dialer system when managed correctly, the results are surprising.
As the following illustrations show, manual dialing typically results in, on average, 16 minutes of agent talk time per hour. The predictive dialer has the potential to more than double the customer contacts per hour per agent. For more information, on OPC Marketings line of predictive dialers visit: SpitFire® Predictive
It's up to you to decide where you want your organization to be tomorrow and how to drive this business improvement process.
You will also make your mind up how you want to use this convenient, informative easy-to-read TMC predictive dialer channel. We will be updating these columns with the most relevant predictive and call center topics, or you can select only topics that address the current needs of your organization.
With the help of this site combined with your knowledge of your organization's needs, you will be equipped to make informed decisions that will unleash your predictive dialer's full potential.
Congratulations on your decision to maximize your call center's potential. A true predictive dialer is the cornerstone of your success. We hope OPCs predictive dialer channel provides you with the answers you need to select the right predictive dialer, the right predictive dialer merchantand optimize your outbound calls to meet your organization's needs and provide a framework for the successful integration into your current operation.
The predictable results will surely be a high point in your organization's history, as well as in your career in call center leadership.
What the Heck is a Predictive Dialer?
What are Predictive Dialers? On a very basic level, predictive dialers automate the total outbound dialing process.
This technology converts the manual dialing process agents were responsible for and automates it within a computer with specialized software.
The predictive dialing computer selects the person to be called, dials the number, waits for a human response, and only passes a call to an available agent when it connects with a human voice. The dialer has the programmed intelligence to prevent non-productive calls from reaching the agent. Since the agent doesn't have to deal with busy signals, answering machines, network messages, and "no answers," he is freed up to take one "ready" call after another.
The main reason for the increasing popularity of predictive dialers is their ability to dramatically increase the efficiency of your agent team by eliminating the dead time between calls. If you're just learning about predictive dialers, you should know that this technology goes by a variety of other names. Included among these interchangeable names are the following: automated telemarketing system, outbound contact management system, and automated dialing.
To keep things simple, we will use the term predictive dialer throughout this book.