Predictive Dialer Featured Article

The Coolest Closings Begin with the Happiest Agents



Every industry has its own particular common objections to overcome. You can teach anyone how to sell successfully if they have, or learn, the basic instincts of salesmanship. One of the greatest industries for researching and handling objections remains the Life Insurance industry. Once you have your Certified Life Underwriter (CLU) designation, it’s like having a PhD in handling objections.
 
Good Call Center Management begins by introducing the product and the company being sold. Give them information on how the product or service is made, distributed, and used. Technical data need not be stressed, but do provide answers to all of their questions, and keep the technical particulars available should they need them.
 
If, during a phone call, salespeople get a technical question they cannot answer, train your people to admit they don't know the answer, but will get it and call back with the correct answer, being sure to let the customer understand when to expect a callback. This approach is much better than answering incorrectly or making something up-when in reality the customer is actually testing the Agents knowledge.
 
Obvious problems in the product or service should be pointed out to the sales crew. Inform salespeople of the methods your company recommends using to overcome anticipated objections. Beyond the obvious, don't go further than this in discussing how to overcome objections until the salesperson has had a chance to personally work the product on the phone. Every day you will test your approach, everyday you will learn something new.
 
There are rarely more than 10 reasons why a person won't buy a product or service. Those reasons may be phrased in a million different ways-- by thousands of different personalities-- but the number will seldom, if ever exceed 10.
 
You'll find the reasons to be: it is too hot, too cold, too wet or too dry-- too cheap or too expensive, "I'm overloaded", "I don't have any money" and so forth. The reasons may change with the product or service, but the number is limited and each one can be reduced to its basic type of objection.
 
During those first days of testing and working on a new product or service, have the salespeople list on a yellow legal pad each reason they find that motivates a person to buy.
 
Also list and take notes for each objection to buying. When the same reason or objection is repeated by different prospects, put a checkmark beside their original notation. By the end of the second or third day, have a sales meeting.
 
This is where the teaching really begins. Everybody reads his or her list and gives a suggestion on how to handle each situation. Explain what worked and what did not work. When a salesperson has encountered an objection that couldn't be overcome, ask for suggestions from his or her peers. After the fourth or fifth person has spoken, everyone will realize that the objections are similar from one person to the next. The greatest Call Centers admit they don’t know everything-- they learn, modify and update with their Agents feedback. Agents are our greatest asset.
 
By the time the sales meeting is completed, the salespeople have become fine tuned machines. They know the reasons motivating a prospect to buy. They know all the objections any prospect is likely to make, and they have six, eight, or ten different answers to overcome each one. Now your salespeople are ready to sell.
 
Sometimes in raising an objection, your prospect will simply be flat out wrong, or the objection will be so ludicrous that nothing you say will be able to overcome it. You can't agree with the prospect, and although you know there are exceptions to every selling rule, you know better than to say he or she is wrong and start an argument. The best thing to do is to take his or her temperature—find out if the objection is real or simply a diversionary tactic.
 
 
OPC’s SpitFire Predictive or AutoDialer allows the call center to set custom dispositions for each type of call to be recorded back to the main database. Your System administrator Labels the buttons depending on the Campaign. Hot Cold, Blue, Green whatever makes the most sense to you.
 
When an objection does not make any sense, you have to find out what the prospect is really thinking, because until you do, you have no logical way to answer it. Even if you dream something up, you will not know what the objection is. It's the odd-ball, unreal objections appearing from nowhere that are the hardest to overcome. But, until the prospect's objection is answered, he or she will feel uncomfortable buying from you.
 

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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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