Predictive Dialer Featured Articles
Vyopta Partners with Polycom to Develop Video Customer Engagement Solution
A partnership between cloud video company Vyopta and unified communications provider Polycom holds interesting possibilities for the contact center industry as the two companies attempt to merge their areas of expertise to create a video-based customer engagement solution.
Crafting a Smart Telemarketing Script
When was the last time you wanted to hang up on a telemarketing call because the agent was following the script a little too closely? It's one thing to try to squeeze all points into a conversation; it's quite another when the agent is ignoring your comments in order to get through everything on the list.
Teradata Launches Customer Interaction Manager 7 with Embedded Predictive Analytics
Teradata Corp., a provider of analytical data platforms for customer engagement and marketing campaigns, announced the launch of the latest version of its highly popular data-driven campaign management tool. The newly launched tool, Teradata Customer Interaction Manager 7, is a cloud-based application with embedded predictive analytics capabilities and is available for mass deployment immediately across worldwide markets.
Why Proactive Customer Care Is a Must
When engaging with your favorite company, how often do you hear from them? Do you get a call checking in on your experience whether you've made a purchase or not? Do they send you a coupon for no reason other than as a thank you for the purchases you've made in the past? Do they instead ignore you until an issue arises and they're essentially obligated to take your call?
SpitFire Dialers Running February Call Recording Promotion
When it comes to marketing and sales campaigns, efficiency is the name of the game. Quality conversion rates cannot be guaranteed, and so to get the most out of any single initiative, time cannot be wasted. Fortunately, technologies like the predictive dialer exist to streamline the campaign process, eliminating downtime by quickly and automatically placing outbound calls and connecting those that are answered to available agents. In this way, call center productivity is optimized and money is saved.
Qualfon to Create New Job Opportunities in Dumaguete, Philippines
Qualfon, a global provider of contact center, back-office, and business process outsourcing (BPO) services, recently announced that it is expanding its relationship with a major telecommunications company, which will enable the company to create 400 new jobs in Dumaguete, Philippines.
Intelliverse Looks to Help Organizations Leverage Social Media for Lead Generation
Social media has become essential for the success of any marketing campaign. Organizations looking to enhance sales turn to social media tools to spread the message to a larger group of customers and to generate leads through effective interactions.
Study Finds UK Consumers Have Mixed Opinions on Social Local Mobile Marketing
The smartphone is a potent marketing tool. Not only does it allow people to send and receive multichannel communications, but - thanks to its GPS function - it allows the location of the phone's owners to be known. For marketers, this is something of a Holy Grail: It means customers can be sent marketing messages tailored to their physical location. If they come near a retail store, they can be tempted in with a coupon. If they pass by a pharmacy, they can be reminded about a prescription refill. The problem is, it's the kind of marketing tool that can be easily abused to the point of criminality.
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.