Predictive Dialer Featured Articles
SpitFire Unveils New FlexPay Predictive Program
Predicitve Dialers are a powerful way to maximize call center production. Intelligent autodialing, lead management, and campaign control all contribute to more productive agents and increased sales. Many companies have thus opted for hosted dialer services, which offer efficient cloud access to predictive dialer technology that is run entirely on a remote dedicated server for a monthly fee.
How Predictive Dialers Can Help Win Back Customers
Customer satisfaction surveys can go a long way toward obtaining actionable feedback for your business. Effective surveying tools can efficiently identify unhappy customers, which can then be specifically targeted for enhanced service, and point out highly satisfied customers, which can serve to highlight effective marketing, product development, and/or customer service techniques.
Sytel's Dialer Integrated into Confirmit's Computer Assisted Telephone Interviewing Solution
In the contact center industry, talk time is crucial, as it allows an organization to capitalize more from a caller's input in a timely and strategic manner.
Recent Court Cases Expand TCPA Restrictions
Cell phones are a big problem for predictive dialers. According to the Telephone Consumer Protection Act of 1991 (TCPA), automatic telephone dialing systems or prerecorded voice calls cannot be used for paging services, cellular telephone service, specialized mobile radio service or other radio common carrier service, or any service for which the called party is charged for the call.
The Expanded Role of Auto and Predictive Dialers
Automatic and predictive dialers can play an important role in more than just business settings. Auto dialers have proven effective in a variety of other sectors as well, including law enforcement, public administration and activism. Looking at the news from the past seven days alone, we find perfect examples of automatic dialers performing in these additional spaces.
Manually Dialled Calls Can Now Also Fall Under TCPA Regulations
The Telephone Consumer Protection Act was enacted to regulate the use of auto and predictive dialers. Its reach has been further extended by a federal court in the Western District of Wisconsin.
Top Four Benefits of a Predictive Dialer
The primary purpose of the call center is to benefit the organization though customer service and outreach. As the day-to-day voice of the organization, agents must be used to their maximum effect, and that means speaking to the right customers when they need it most. Predictive dialers support this effort by automatically dialing groups of telephone numbers and passing live calls to available agents. Complex algorithms determine who to call and at what rate, ensuring maximum efficiency for call center agents.
How the Predictive Dialer Leads to Happier Customers
Customer surveys are often an important tool used to capture customer satisfaction or dissatisfaction, enabling a company to make changes based on the feedback. For the customer-centric organization focused on ensuring a positive experience for all customers, the predictive dialer can be an effective tool in gathering this data.
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.
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.
