SpitFire Predictive Dialers

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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.
[Read More]
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Predictive Dialer Featured Article


December 12, 2011

Predictive Dialer: New Lawsuit Filed Against DISH Network for Illegal Telemarketing Calls

By Jamie Epstein, TMCnet Web Editor


A recent article revealed that an unknown plaintiff has just filed a lawsuit against DISH Network LLC, claiming the company completed around a dozen unsolicited telemarketing phone calls via either an auto or predictive dialer thus violating the Telephone Consumer Protection Act.   

“Over the past four years, DISH and/or its retailers or authorized agents have engaged in widespread advertising via unsolicited prerecorded telemarketing calls and auto-dialer use in violation of the TCPA” to both residential phone numbers and cell phones, the compliant stated.

Originally filed within the state of Colorado’s jurisdiction, the plaintiff is claiming to have received 16 pre-recorded and live calls from DISH representatives between January 2006 and March 2009, even after he placed his phone number on both the company’s internal and the federal Do Not Call list, according to the article.

The plaintiff believes that the satellite television provider should have been aware that its retailers were conducting illegal telemarketing actions, leveraging innovative technologies including auto and predictive dialers. This included contacting individuals who had already joined the Do Not Call registry.

The suit is seeing damages that total at least $500 for negligent violations and $1,500 for going against the TCPA, due to the fact that ”a person or entity can be liable under the TCPA for calls made on its behalf, even if the person or entity does not directly place the calls,” the article stated.

This is not the first time that DISH has been accused of making unwarranted calls; in fact, back in 2009 the company settled a lawsuit with 48 state attorneys general for “unlawful telemarketing.” In addition, that year, DISH was also involved in a federal lawsuit with the Federal Trade Commission for making telemarketing calls to numbers on the Do Not Call list.

To see the complaint in full, click here now.


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.

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