SpitFire’s predictive dialer system has the ability to know when agents will finish the first call they have made, and the system will automatically dial another phone number while agents are still talking to previous customers. The phone call is then passed to an agent instantly—after a customer picks up the phone. Predictive Dialers can organize leads in a great way. The first time a number has been called, it will remember what time the call happened, the outcome of the call, and will not call the customer again unless previously determined.
If the customer asks not to be called again, the agent can click the do not call option, and the dialer will add it to the local "aka your Companies DNC" do-not-call list so that it can't be called again in that campaign, or ever again in any circumstance.
If the customer asks for a call back at another time, the agent can select the time for the call back to be made, using various drop down menus. At the pre-selected time, the system will call back and display the customer's information, as well as any specific notes that were taken during the prior interaction, which can serve as a great jumping off point.
Predictive Dialers allows an agent to speak to more than one person at a time. This small feature can drastically improve productivity by up to 150- 400 percent.
Predictive Dialers can give any company a huge advantage in time management. The SpitFire solution maintains readily available do-not-call lists, and can organize data into practical data sheets including sales, leads, and call-back information. Agents can now find the optimal time of day to call, and discover the best possible lead and pitch—according to a specific client.
Predictive Dialers give real-time feedback reporting and any call that takes place has a toolbar called "Campaign's manager," which monitors calls while keeping performance and efficiency at an all-time high.
Real-time reporting helps to quickly select agents who have surpassed goals, as well as monitor and train an agent in times when the need for action is greatly important. Predictive dialing completely eliminates the action of manual dialing each phone number, which wastes a huge amount of time that could be spent completing more crucial tasks.
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