Predictive Dialer Featured Article

What do you do once you�ve selected a Predictive Dialer Manufacturer? Set up the Team.

In my last article on "OPC’s" Predictive Dialer Channel the discussion began of Mapping out your processes-- "how" the work gets done--Business Mapping Process (BMP).

Once you have mapped a plan out, you can begin illustrating the role that you want the software and hardware to have. By this point, you should have a full understanding of what systems can do, so when you are ready to start your technology implementation project, everyone on your team can make informed business decisions, based on cost and features.

From your business process mapping, you may find overlaps in various roles or that you want to eliminate some of the steps in that process-- leading you to do some business process re-engineering (BPR). Remember, there is no right or wrong way or no plan that is 100 percent complete and accurate. As you discovered in the last article on OPC’s Predictive Dialer Channel on TMCnet– SOD’s law is very much alive.

Once you get a fresh look at the processes you’re developing to provide service; you can then pick the technology to  deliver this new kind of service and expand without losing any current investment – think future expandability.  If it really works you’re going to want more of it.

In most cases, people start by telling vendors what they want for technology without understanding what it needs to do, or what it can realistically do without killing the IT staff in the process.
Sometimes it seems as though everyone is an expert, or that a vendor is just pushing products without listening to the needs of their client, but OPC has a less is more outlook on the amount of technology needed.
Set Up a Work Team
Implementation is the key phase of your technology installation process whether your team consists of “Me, Myself and I”, or you have plenty of people to work with.

The attention paid during this phase can determine whether you will manage a call center with just an installed predictive dialer or whether you will manage a highly effective, state-of-the-art call center that allows you to explore the true potential of the Predictive Dialer Process.

To begin, you need to gain an understanding of the activities going on within your call center. If you haven’t already, you may want to visit one soon. Many of the best predictive dialer software's out there have the game plan down on how 90 percent of call centers function.

Do not overlook the importance of knowing where you're coming from, you bring your own individual style to the setup.

The following will point you to where you need to or want to go in your implementation.

First, launch the work lineup led by you or by an organized member of your staff.

Next, with the help of your decision-making team, settle on the most effective agents. Incorporate several of these top go-getters on your work team. And send the praises all around. Another vital member of this team should be someone who commands strong knowledge of your key systems.

And finally, representatives from your communications, host systems support, or programming groups should also join your work team.

Regardless of the type of call center you manage, this team's primary goal will be to enhance the performance of all agents—even you’re most stellar performers.
Develop an emergency notebook that lists who to call and what to do when the unexpected occurs. Like, the minute you finally go out to lunch and a communication line goes out. Now who do they call? What do they do? (Can you say SOD?) Remember to keep the notebook someplace where others can get to it. This is one of your prime goals; everyone on the team has information to contribute to the notebook---You’ll thank me later for this tip---OPC has never seen any call center go all year without some unexpected trouble.
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An investment of 30 minutes is all it takes. Those 30 minutes may  change your life!
****Did you know that a Dialer system can be used to send out Broadcast Alerts to people during a Natural or Man made disaster? "Got a Plan"? I don’t think they do. Ask you local Government official or FEMA contact if they have done all they can do to safeguard you and your family. Tell them about SpitFireX AutoDialer, the person's life you save just may be yours. Are they "Ready to Make the Call?" OPC’s State-of-the-Art AutoDialers are ready for the challenge. This week is the beginning of Hurricane Season in the Caribbean. Will we see another catastrophe? Are we still relying on people who can’t make the call?
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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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