Predictive Dialer Featured Article

Predictive Dialer: Telemarketers Ask People to Remove Numbers From Do Not Call List

Days before rules to stop irritating calls from predictive dialers and SMSes start in New Delhi, telemarketing firms are sending messages to cellular subscribers to remove their numbers from the “Do-not-call registry-,” a press release revealed.  

Last year, Telecom regulator Trai isssued guidelines that will finally offer solace to mobile users to silence unsolicited calls/SMSes, and the rules will begin being enforced starting March 1.

Currently, mobile customers are getting messages sent directly to their cell phones from telemarketing firms saying, "Your number is in the Do Not Call Registry. Your account setting does not allow us to call you to provide services. So please send a request to your operator to delete your number from the Do Not Call Registry."

Trai provided a set of guidelines in case the new rules are broken, the telemarketers would have to pay a fine of $554 (Rs 25,000) for the first offense. It would go up to $1,662 (Rs 75,000) in case of the second violation, $ 1,773 (Rs 80,000)  for the third, $2,770 (Rs 1.25 lakh) for the fourth, $3,324 (Rs 1.50 lakh) for the fifth, and $ 5, 540 (Rs 2.5 lakh )for the sixth offense.

 "I am getting a number of messages every day from various telemarketing firms to cancel my number from the “Do Not Call Registry-," a customer said.

Under the new rules, subscribers can pick the 'Fully Blocked' category, which is just like the ‘Do Not Call Registry’-, or instead opt- in for the “Partially Blocked” category, which basically means they will receive only SMSes for the selected categories they choose.

If an unregistered subscriber makes unsolicited calls, he/she will be warned for committing the offense only the first time. After committing the offense for the second time, the telephone number will be disconnected.

Customers already opting to be on the- 'National Do Not Call Registry'- will continue under the 'Fully Blocked' category and need no additional registration.

SpitFire’s predictive dialer is a computer based dialing system that quickly places outbound calls using database interaction with special telephone cards that connect to a variety of communication and telephone lines. The configuration and the amount of Live Agents determines how many calls the Predictive Dialer places per hour.

The predictive dialer system works by placing outbound calls from a pre-loaded database list of numbers on a single line or multiple line cards.

These databases are already free of numbers on the “Do-not-call” federal data set when your list you’re going to call is imported. The registry is fully managed by the Federal Trade Commission (FTC), the nation’s consumer protection agency. It is enforced by the FTC, the Federal Communications Commission (FCC (News - Alert)), and state officials.

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.

    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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