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EMEA Market Demand for Predictive Dialer Systems Set to Rise

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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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.

    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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