Predictive Dialer Featured Article

Leads360's Predictive Dialer Helps Turn Leads into Customers

Leads360, a provider of sales lead management software, has just launched Leads360 Dial-IQ, the first intelligent outbound predictive sales dialer, which has already helped to increase efficiency in a few short months after making its way to the market.

Leads360 Dial-IQ predictive dialer encourages business-to-consumer (B2C) sales by enabling sales reps to make more calls in less time, while powering the correct sales agent to make the call at the right time.

In July, according to a press release, Dial-IQ users totaled around five million total sales calls for the year, and have reported over 60,000 sales that were made in various industries including financial services, insurance, mortgage and higher education. Initially emerging from beta testing on March 1st, Dial-IQ adoption has seen an extremely fast-paced growth, powering over one million calls a month.

If you want to increase sales, look no further than this predictive dialer. The release revealed that over the last five months, customers who use Dial-IQ have elevated their conversion rate by an impressive 76.9 percent within 6 weeks of integrating the intelligent dialer. In addition, users greatly raised the amount of leads they were able to get in contact with by 66 percent and increased their dialing efficiency with calling leads at an average of 35.7 percent faster than before the predictive dialer was used.

"We knew that Dial-IQ was a ground-breaking innovation when we brought it to market earlier this year, but we have been blown away by its immediate impact," said Nick Hedges, president and CEO of Leads360. "Integrated, intelligent dialing fundamentally improves the speed and efficiency of your sales team."

After seeing the high level of success offered by Dial-IQ, Leads360 just released an expanded suite of integrated dialing functionalities that include call conferencing, internal and external warm transfers and appointment setting.

"Every company that comes to us wants to get more from their marketing dollars and sales team – it's a great pleasure to see Dial-IQ so clearly deliver that for them. Dial-IQ integrated, intelligent dialing gives our clients a clear competitive advantage in their respective markets," Hedges added.

In related news, SpitFire a provider of predictive dialer technology can seamlessly integrate its Enterprise software with Leads360 and many other CRM applications. Depending on the CRM program, SpitFire can be personalized and automatically pull up an existing record when that customer answers the phone, and allows the agent to create a new record, and transfer data from the dialer to the CRM, with a push of a button.

According to company officials at SpitFire, “We have found that different industries have so many different needs for dialer functions and different CRM apps. Many industries, such as health-care and collections, have industry-specific programs (JST CollectMax is a good example). So, we designed SpitFire with an “open interface” that allows customers to select the dialer features they need, and then tie them into their favorite CRM or database application.”

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2011, taking place Sept. 13-15, 2011, in Austin, Texas. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. To register, click here.

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 Stefanie Mosca
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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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