Predictive Dialer Featured Article

What do you do once you�ve selected a Predictive Dialer Manufacturer?

Mapping Business Processes (MBP) and Re-engineering
Does your organization address an overall sound relationship management strategy?
Typically, various strategies are developed under various Groups--- None of which communicates at the very beginning, or until it’s too late.
"A camel is a horse designed by committee."
--Sir Alec Issigonis
Alec Issigonis was born in Smyrne, Turkey, in the year 1906. In 1922, he and his family were exiled to Malta by the British Navy. At the young age of 15 he arrived in London, began studying engineering and worked for Morris Motor Company. There he designed the Morris Minor-- Unless you're from England you don't know what an Icon it is.
At that time the small car was not well received, but when the Suez crisis brought about rationing, the BMC asked him to design an efficient small car. The new design was the ever-lovable Mini-- Made famous in the original movie: "The Italian Job". For those unfamiliar with the Suez Crisis, it was a war fought on Egyptian territory in 1956. The conflict pitted Egypt against an alliance of France, the United Kingdom and Israel.
This alliance largely took place as a result of the Egyptian leader Gamal Abdel Nasser's action of nationalizing the Suez Canal Company, which operated the Suez Canal, an important asset to French and British economies, particularly as a chokepoint in world oil shipments.
The Mini soon became the best selling car in Europe. To honor his success, he was knighted by Queen Elizabeth in 1969. The Mini defines his design philosophy, “less is more”.
The unenlightened business process works like this: IT develops the platform and Web strategy, agents and customer service teams develop the call center policy--- nobody ever addresses the ever mounting role of e-mail. And what about good old-fashioned snail mail? Has anyone checked the mailbox recently? Do we still mail paper to people?
And while marketing is coming up with a totally new method to reach consumers--- have they pictured themselves in their customer’s shoes and thought about how the customer will reach you?
In order to meet business objectives that affect your bottom line, understanding how your business currently provides products and service is important. With this understanding you can determine how your technology can improve that process so that the cost/benefit analysis of installing technology weighs heavier on the benefit side of the equation.
Many times when new technology buzz words like ERP “Enterprise resource planning” or CRM “Customer Relationship Management” come out, there is a "jump on the band wagon” or get “left behind" mentality.
The knee jerk reaction to implementing technology may not be the best business decision unless the motivations for positioning technology are well thought out and documented.
Technology policy and planning is important. A team should spend time determining exactly what the company wants a CRM implementation to provide.
These clearly defined goals, thought out by executive teams, should then be integrated with a multi-faceted working party that has members from all departments-- giving their opinion based on user experience.
What happens when those goals are not planned properly?
When sales, marketing, business development, quality assurance, and customer service are not integrated into a team with Information Technology, the choices that are made may not help gain or keep long term repeat customers. It is less expensive to retain customers than to develop new ones.
Maybe there are no real visionaries in your company? What are you supposed to do without your DISTINGUISHED PROFESSOR of technology?
If spending money on technology for the sake of spending money is acceptable as a business practice in your company. Where can you find the experts to make sure spending meets your expectations? When creating an integrated, multi-disciplinary technology implementation team involving your call centers business process, have them contribute to this dream and vision, you may be surprised in what can be researched and found in your own little group.
The reason for this is very simple. First, your team will buy into the vision and business processes developed if they are creating it.
Second, if you understand what services you provide or want to provide, the "could be" “would be” state—in comparison to the "as it exists" state shows more improvements.
1.       Who’s providing the services (Your people or outside services)?
2.       How are the services being provided (Business process)?
3.       How are the services are being delivered (What technology)?
If your various expectations of your Call Center installation and campaign development goals are not clear, not planned or discussed properly, the technology execution map is bound to be second-rate.
Evaluate various Predictive Dialer solutions to determine if they will do what you envisioned, at times you will not only miss the big picture, but you'll also lack a clear understanding of all the details that go into making the big picture happen. Fit those visions in with what the dialer is likely to accomplish. Cost versus features? Do I need all the bells and whistles I may never use?
In order for a technology implementation to deliver what you dreamed it would—and at a certain price point—you must translate your big picture service model into tiny little details.
Those little tiny details are what determine the kind of technology you need to provide the service you want your customers to have.
Mapping out your processes (i.e., how the work gets done) is the best way to translate the big picture into the little details of the service process. Once you have mapped them out, then you can begin to describe the functionality you want the software and hardware to have. You should have a full understanding of what systems can do so that when you are ready to start your technology implementation project, everyone on the team has the information they need to make informed business decisions.
With business process mapping you might even eliminate some of the steps or find overlaps in various departments, thus leading you to do some business process re-engineering (BPR). Most people start with telling vendors they want for technology without understanding what they want the technology to do.
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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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