Predictive Dialer Featured Article

LiveVox Deploys Predictive Dialer Account Penetration Analytics



LiveVox (News - Alert) Inc., a provider of cloud contact center solutions, today announced the release of its account penetration analytics for predictive dialer calling campaigns, in a press release.


Clarity (News - Alert) within account penetration is crucial to all successful call centers, but especially important for those with large outbound portfolios that require the ability to conceptualize the information, regarding instances of dialing on the same accounts that start to yield diminishing returns.

“Our cloud platform enables LiveVox to organize real-time campaign results across the multi-site contact center environment. Our development model is to continue to build reporting based specifically to client needs,” LiveVox stated in the release.

Penetration rates are often a challenging KPI, because they require the integration of account detail data that typically reside in the billing system and call result data from the dialer. These reports can be created but usually need manual, custom reporting projects to be generated by a business analyst. Because of the time this would take as well as the expense, call centers can analyze penetration from time- to- time but not with the frequency to keep pace with changing conditions, a release stated.

“LiveVox continues to enhance its platform with the analytics that our clients need to drive contact priorities and campaign strategies,” said Louis Summe (News - Alert), chief executive officer, LiveVox. “Our cloud platform enables LiveVox to organize real-time campaign results across the multi-site contact center environment. Our development model is to continue to build reporting based specifically to client needs.”

LiveVox offers extensive analytics as part of its integrated predictive dialer, ACD and IVR platform. Reports provide critical information on KPIs at an enterprise level as well as categorized by location, program and agent group.

According to the release, some features of the LiveVox Business Analytics Suite include: centralized and secure access point to view real-time and historic contact center analytics regardless of agent workgroup location, integration with disparate CRM systems used by clients across a multi-site environment, data available from as broad as the enterprise level to as granular as the productivity of individual agents, data provided electronically in virtually any format, frequency or accumulation specified, and report access can be controlled and customized with the LiveVox role-based security GUI.

“Penetration is a great way to manage the right amount of effort put into an outbound portfolio, since both too much and too little are big problems,” said John McNamara, chief marketing officer, LiveVox.

“Whether to comply with client penetration demands, compliance concerns or to determine the point of diminishing returns during call attempts, these types of analytics deliver actionable data around calling strategy rather than repeatedly calling the same numbers without a plan. Agent screen pop is not where integration ends. The dialing system and the account management system must marry data elements to deliver real-time penetration,” McNamara added.


Jamie Epstein is a TMCnet Web Editor. Previously she interned at News 12 Long Island as a reporter's assistant. After working as an administrative assistant for a year, she joined TMC (News - Alert) as a Web editor for TMCnet. Jamie grew up on the North Shore of Long Island and holds a bachelor's degree in mass communication with a concentration in broadcasting from Five Towns College. To read more of her articles, please visit her columnist page.

Edited by Jamie Epstein
 

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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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