Predictive Dialer Featured Articles
Court Gives Indication of How New TCPA Guidelines Might be Interpreted
With all the concern about the recent Federal Communications Commission declaratory ruling on what constitutes an auto dialer and what is acceptable business practices, it is nice to see how the courts are interpreting the new ruling. Early signs: Things are looking good.
For Telecom Marketers: FCC Readies Blocking-Technology Workshop
While the FCC's most recent declaratory ruling clarifying points in the TCPA may seem largely a matter of technology definitions and hair-splitting, it contains an ominous message for outbound telemarketers.
Predatory Robocalling: The No.1 Consumer Complaint to the FCC, FTC
Each month, more than 150,000 consumers file complaints with the Federal Trade Commission (FTC) and Federal Communications Commission (FCC) about robocalls alone.
Opposition Mounts against TCPA Rules Clarification
The July 10 rules clarification of the Telephone Consumer Protection Act (TCPA) by the FCC sent shockwaves through the telemarketing world.
Dialers Getting Ready for Political Season
As evidenced by the seemingly 24/7 coverage of presidential hopeful Donald Trump and others, it would seem the 2016 election campaign cycle is well underway in the U.S. As such, campaign pollsters are gearing up for what looks to be a "busy time," to say the least.
Misuse of Dialer Leads Florida Company to Largest FCC Fine
It really wasn't long ago that companies could be as annoying as they wanted to be in the quest for the 'yes' on the phone. That meant they could call you any time of day or night, using any type of technology.
Polling Industry: New TCPA Regulations are Unfair
Polling industry groups are joining the customer service industry in arguing that the recent FCC clarification of the Telephone Consumer Protection Act is too broad and could hurt legitimate telemarketing practices.
FCC Chairman: Random Polling over Wireless Not Advisable
The recent clarification by the Federal Communications Commission (FCC) regarding the legal use of auto dialers has left many pollsters worried.
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.