Predictive Dialer Featured Articles

4.16.2014
Predictive Dialing Can Be an Effective Lead-Generation Tool
Lead generation has come a long way since the days of telemarketing. The Internet has opened up new ways to obtain contacts that can very well lead to promising business relationships.
4.10.2014
Consider Supplementing Online Marketing with Telemarketing
While cold telephone calling may have gone the way of door-to-door and direct mail, targeted telemarketing with the use of complementary technologies is still an extremely viable way to engage in business-to-business marketing.
4.9.2014
How the Predictive Dialer Protects Against TCPA Challenges
The Telephone Consumer Protection Act ensures that unsolicited calls won't happen unless the consumer grants permission in writing - do they need additional clarification? One commissioner thinks so.
4.4.2014
ICTBroadcast Version 3.4 Adds Android Support
ICTBroadcast has announced that it is supporting Android with the release of its new voice broadcasting product, ICTBroadcast Version 3.4.
4.4.2014
Should Analytics Take the Place of Experienced Human Intelligence?
For a number of customer service departments, the use of the predictive dialer helps to make the calling floor much more efficient. But does it set the pace for a heavier reliance on analytics?
3.25.2014
TelexFREE Selects Tradition of Direct Selling Phone Service
With recent development and innovation in communication technologies, the landline telephony industry has evolved considerably. Telephones have been considered a preferred medium for basic voice communications. The calling services commonly increases mass market penetration, falling prices, and improving the quality of enterprise users.
3.20.2014
MDLsolutions Provides the Republicans a Dialing Fix
Realizing the need for effective communication in its campaign success, the Republican Party recently overhauled its call center systems by utilizing MDLsolutions, a provider of turnkey Call Center VoIP Solutions.
3.13.2014
What to Consider When Selecting an Outbound Call Center Service Provider
Modern call centers can be focused on outbound calls, inbound calls or a combination of the two. In the case of outbound call centers, organizations may be looking to reach out to the public for telemarketing, taking of surveys, requesting donations, collecting old bills or debts, or similar tasks. The idea is that calls are heading out to contact specific people who are often part of some pre-defined group. Such calls may also be made on behalf of a specific business or client. This is in contract to inbound call centers, where organizations themselves receive calls from the public for support issues or to answer any variety of questions from consumers.

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Predictive Dialer Channel Overview

This Predictive Dialer Channel at TMCnet™ is written for call center professionals.

» What is a Predictive Dialer?

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.

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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.


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What Are Related Definitions You Should Know?

Related definitions that you should know as you increase your understanding of predictive dialers include:

Dialer: generic term for any computer-driven device that places outbound calls and connects the answered calls to an agent or operator.

Agent: telephone professional to whom a predictive dialer sends the ready call.

Predictive Dialer: Predictive dialing was introduced for the purpose of increasing efficiency within calling centers. They are computer based system that automatically dial groups of telephone numbers, and then passes live calls to available agents. The SpitFire Enterprise dialer utilizes sophisticated algorithms to speed up and slow down the call rate based on, number of available agents, number of available lines, the campaign’s average call time and other statistical information.

Quick Connect: Quick Connect allows your agents to log in one-to-one with a phone line. This option is great for B2B purposes, especially when your agent needs to be on the phone line through the entire call.

Fixed Dialing: Fixed Dialing gives your call center manager the power to manually set the volume of calls. The software will then automatically dial a predetermined number of lines per agent. Fixed dialing is ideal for political campaigns, charity campaigns, and other situations drop call ratios are not a factor.

Auto dialer: makes thousands of calls screening for busy signals, no answers, fax machines while detecting answering machines/voicemail and delivers pre-recorded messages. SpitFireX Auto Dialer is a low cost solution for voice broadcasting.

How Do Predictive Dialers Work?

Predictive dialers use complex mathematical algorithms that calculate, in real time:

  1. the number of available agents
  2. the number of phone lines available
  3. the probability of reaching a human being at a specific number
  4. the time between calls required for optimum agent efficiency
  5. the length of typical agent/customer or
    debtor conversations
  6. the average length of time agents require to wrap up after a call

SpitFire Enterprise Predictive SEP is a fully blended call center solution that supports unlimited lines, agents, and campaigns. Its greatest strength is in its flexibility: multiple campaigns can be set up, viewed, and changed with the click of a button. With easy options for customization, data and dispositions can be catered to each campaign. In addition to our user-friendly interface, SEPhighlights full customer data and combines multiple campaigns on one screen. All the information your agents need is accessible at a glance, freeing their energy to focus on what matters: the calls.

Keep It Simple with SpitFire Fully Integrated Call Center Software

Our greatest priority is making your call center run smoothly, and we do that by developing software that is intuitive and easily integrated with your current systems. SEP works seamlessly with most CRM applications and long distance carriers, making it the simplest and most cost-effective solution for your call center.

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Benefits of Using a Predictive Dialer

  1. Manages the process of dialing tens of thousands of calls or tens of millions of calls in its lifetime.
  2. Detects the result of the call, as an example: no answer, busy, fax, bad number, answering machine without any presence of human expertise. Consequently saving time by only transferring calls which are voice connects to the agents locally or remotely.
  3. Using predictive dialer increases the productivity of the company by drastically increasing the time agents spend on the phone talking to actual customers or prospective clients.
  4. Predictive dialer users get the ability to organize and better manage the client information, no lost notes scribbled on pieces of paper. The database used by the dialer organizes the calling structure.
  5. The most significant task done by the predictive dialer is to predict, which means always making an effort to get a live call to the available agent with the shortest amount of wait time. This is achieved by self learning algorithms within the predictive dialer to increase or decrease the dial ratio per agent, logged into the system.
  6. Inbound call can be better dealt with by allowing the customers to wait on hold in an IVR system, or a way to leave a message they'd like a callback while the agent is busy talking with other customers.
  7. Most important benefit of a predictive dialer is it reduces expenses for your company over a period of time since you do not need to buy and deploy a complex and sometimes extremely expensive PBX system. Your company will experience return of investment (ROI) in a period of six to twelve months.
  8. A predictive dialing system can effortlessly fit into your companies existing infrastructure since it is software controlled.
  9. The call routing logic and the contact management is all included in one software package. Your call routing logic implemented as per your specifications. Since it is a software package it can easily be upgraded even if you are located remotely with the help of internet.
  10. Provides an added cost effective method of managing the client database by giving the user of the predictive system ability to rework your database on previous call results.

    Example:
    1. only redial records which were busy, no answers and answering machines
    2. Delete records which are bad numbers, disconnected numbers or operator intercepts
  11. Do a real time look up against the do not call database saving the predictive dialer user from accidentally calling people who have enrolled in the do National not call registry. This saves the company from lawsuits and others risks conforming to all legal statutes and FCC complaints.
  12. Provides progressive dialing capabilities like call blending which means handling inbound and outbound call at the same time.
  13. Provides ability to integrate call recording devices and call monitoring interfaces which helps call center supervisors to train agents and users and improve their customer support skills.
  14. Easy to setup and learn the predictive dialer logic and software tools.

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