Predictive Dialer Featured Article

So you�ve selected a Predictive Dialer Manufacturer?



Now What?
When implementing technology, it always makes sense to install it in phases or in a phased implementation.
 
These parts of your implementation will make you a believer in Murphy's Law, Finagle's Law (Hackers and Science fiction writers’ version) or as its known in England-- Sod's law.
 
For example toast will always land butter side down--- Adolph Coors III, who was allergic to beer, was the heir to the Coors beer empire – being allergic to beer is bad fortune for many--- but it is Sod’s Law that someone allergic to beer would inherit a beer empire.
 
Here is a typical order in which implementation phases may occur:
 
First, determine the communication infrastructure that is being developed--
Is it in place? Is it analog or digital? T-1 based, E-1 or copper lines (POTS)? POTS (Plain old telephone service) is the service available from analogue telephones prior to the introduction of electronic telephone exchanges into the public switched telephone network. These services have been available almost since the introduction of the telephone system in the late 19th century. The system was originally known as the Post Office Telephone Service or Post Office Telephone System in many countries. The term was dropped as telephone services were removed from the control of national post offices.
 
The more Calls or Live Agents you are looking at, determines the number of lines.
 
Second, is there an Existing PBX in place? Is it viable? Or is a newer “Voice over IP” (VoIP) System in your future? What are the advantages and disadvantages of any of these components?
 
Third, determine how the Predictive Dialer interfaces with the PBX system. Is it going to, or can it use existing infrastructure? Or will it be interfaced using a different scheme? What’s the age of the PBX? Can it be serviced in the future?
 
When was the last time the number of communications lines was audited? I bet they never have. Are you paying too much for lines you aren’t using? How many Telco lines do you have? Most companies don’t really know especially if they installed many lines more than 10 years ago, and the Telco Company has gone through a few mergers and acquisitions, upsizing and downsizing. AT&T (News - Alert), Sprint (News - Alert), and MCI are all names we’ve heard of, it’s not in their interest to Audit line usage.
 
Fourth, will the Predictive be used to transfer to and from the PBX directly or indirectly? What’s the best method for your communications carrier to deliver those Telco lines?
 
Fifth, determine the number and types of Agent Stations needed. The “I’ve got a LIVE ONE” calls need to go somewhere. Will using your existing equipment work and how will that equipment fit into the overall plan now and in your long term plan? Will the Agents be in-house? Or will your Agents be distributed in other locations around the Globe?
 
Sixth, how does the new equipment fit into your existing Ethernet Network? How are the router and switches being integrated?
 
There is no 100% plan that will take care of every instance presented. Our job is to recommend what we feel is the best plan for you, based on our many levels of expertise. Then let you build it into your business processes.
 
Each of those phases has various pieces of equipment and software to be installed as part of the implementation.
 
Every ingredient also must have a level of proficient people and services that provide systems integration, front end development, installation, and project management during the install process.
 
Also, there needs to be a point person who is responsible for overseeing the overall implementation-- to keep the project within parameters, cost, and on-time.
 
An effective plan and schedule can help identify the order to take necessary steps in for the best installation channel for the customers, employees, and the business. Also it wouldn’t hurt to ask during the team meeting for any eventualities some of the members have faced during previous installations dealing with companies like the telecommunication vendors.
 
MURPHY’S LAW COMES INTO EFFECT
 
Murphy's Law (also known as Finagle's law or Sod's law) is a popular adage in Western culture, which broadly states that things will go wrong in any given situation in which error is possible. "If there's more than one way to do a job, and one of those ways will result in disaster, then somebody will do it that way." It is most commonly formulated as "Anything that can go wrong will go wrong." Technically speaking, this latter definition is incorrect, given that it refers more accurately to the law of pessimism.
 
That said; always take the installation phase with a grain of salt. It isn’t Rocket Science, but more like a recipe in which you must follow some basic steps. And always have some alternative plans laid out just in case a phase falls apart. (Murphy-Finagle-Sod) “MFS”.
 
It is not productive to let stress take the better part of the installation process. There are two types of stress: eustress ("positive stress") and distress ("negative stress"), roughly meaning challenge and overload. Both types may be the result of negative or positive events MFS.
 
If a person both wins the lottery and has a beloved relative die on the same day, one event does not cancel the other — both are stressful events. When the word stress is used alone, typically it is referring to distress. With effective installation planning you will be a victim of positive stress.
 
Investigation Phase
 
This stage begins by ensuring that the proper people are involved in the Call Center project in both a pre-sales and post-sales mode to analyze the company's requirements so that the right mix of people, process, and technology can be applied to the customer care center solution. OPC Marketing's technology sales group will make sure no single component of your installation is overlooked.
 
The analysis includes understanding your business direction, focus and value, as well as the short and long term vision, technological environment, and culture.
 
The likeliness of the project is decided on during this stage.
 
 
 
OPC is a Predictive Dialer vendor that offers proper planning so your installation will go professionally for you. We want to hear your success story and add it to our growing list of customer testimonials.
 
Next Week we will discuss:  "How to Map out a Business Process for your Call Center plan and possibly re-engineer your future"
 
Does your organization have an overall sound relationship management strategy?
 
 
 

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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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