SpitFire Predictive Dialers

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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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Predictive Dialer Featured Article


November 11, 2010

EMEA Market Demand for Predictive Dialer Systems Set to Rise

By Anuradha Shukla, TMCnet Contributor


Sales of new as well as add-on outbound dialer (OBD) systems for use in debt collection activities has increased, according to new analysis from Frost & Sullivan.

This is a welcome news after the decrease in sales last year as a result of tightened budgets during the economic downturn. The research firm says that telemarketing and pro-active customer contact are other leading applications for OBD systems in Europe, the Middle East and Africa (EMEA).

Both the United Kingdom and Germany continue to be the largest markets for OBD systems in EMEA, says the new report titled “EMEA Outbound Dialer Systems Markets.”

The report indicates that the markets earned revenues will reach €90.2 million in 2016. Following regional markets were covered in this research service: United Kingdom, Germany, France, Spain, Italy, Portugal, Benelux, Scandinavia, Eastern Europe and Russia, Rest-of-Europe as well as the Middle East and Africa.

“Support for debt collections continues to be a major driver for the sales of OBD systems in EMEA,” says Frost & Sullivan (News - Alert) Principal Analyst Joe Outlaw. “Proactive customer contact will emerge as the most significant long-term driver of growth for outbound customer contact solutions across regional and vertical markets in EMEA.”

All industries today have begun to use outbound dialer system as a single tool for pro-actively contacting customers primarily with service-related information. OBD systems are mostly used by the banking/financial services sector, outsourcers and telecommunications companies.

Frost & Sullivan also notes increasingly restrictive and overlapping government regulations across EMEA and says that it is making a significant impact on the usage of OBD systems in debt collection campaigns.

Other methods and the media are supplementing the use of agent-assisted outbound calling to comply with laws and reduce campaigns cost. There is a heightened demand for unified campaign management tools, which include OBD systems.

Also, point solutions for outbound customer contact have lost their sheen in contrast to multifunction and unified outbound customer contact campaigns. Customers in the EMEA markets are shifting away from point solutions to outbound contact.

“To handle the growing demand shifts for unified outbound and blended inbound/outbound functionality it is imperative for vendors of outbound solutions in EMEA to build out suites of outbound functionality and make them interoperable with the inbound customer contact applications,” concludes Outlaw. “Minimum functionality for pro-active customer contact application suites would include support for the predictive dialer, outbound IVR/voice portal applications, notifications and alerts, pro-active survey, and unified campaign management.”


Anuradha Shukla is a contributing editor for TMCnet. To read more of her articles, please visit her columnist page.

Edited by Juliana Kenny

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