Predictive Dialer Featured Article

Predictive Dialers Make Connecting with a Growing Customer Base Easy



As political season is almost here, you can bet your bottom dollar that predictive dialers are being readied to deliver individual candidate’s messages in hopes of claiming the highest honor you can attain within the United States of America—president. This robust dialer is perfect for any sized call center but can still cater to small verticals such as insurance agents who only have one or two sales people. In addition, other companies such as home remodeling, lawn services, and industries that have extremely small outbound dialing needs can leverage this dialer solution to reduce costs while simultaneously increasing efficiency.


SpitFire is a major company in this space whose dialer boasts both predictive and preview dialing capabilities, so customers can select which mode best fits their needs.

“It not only increases their call volume, it also gives them a great way to track their calling, rework lists, tie in with their favorite CRM applications, and much more. It blows away manual dialing on so many levels, even for the smallest number of agents,” Steve Browning, sales account representative, SpitFire commented.

However, ways to interact with a large group of people in a short period of time powered by predictive dialers weren’t always as simple. Getting in our time machine and going back 25 years to a time where I was just beginning to walk, we see that in the ‘80s the DECtalk single-line system was all the rage. Well, besides teased hair and spandex. This box offered users access to text-to-speech technology, had a single phone jack and could successfully make phone calls while simultaneously interacting with the called party via touch tones. In fact, the company behind this first of its kind dialer, IAT, used DECtalk to send out SmartTalk broadcast messages.

A downside of this product was that it had no “answer detection.” According to a recent article, the system would dial, wait 10-15 seconds and then proceed to start saying the intended message whether or not a live person was on the other end. When the SmartBox was released for detecting a ringing phone, the industry again was revolutionized.

In later years, a multi-line DECtalk cabinet was launched, with the functionality need to call up to eight phone lines at the same time. This was the first step towards IAT’s SmartDial product being able to connect agents directly to consumers and the official start of the wide world of predictive dialing.

Pushing forward into the now, innovative dialers offer countless advantages for on-premise compared to hosted solutions. First, there is a much higher level of security within the database, keeping your most important confidential material safe at all times; the flexibility to use and save LD cost with all types of phone lines including SIP, Ti, PRI and Analog; complete control of all aspects of your predictive dialer such as system settings, dial ratios, drop rate control, access to the do not call registry and reporting; and the ability to interface with any CRM or vertical market solution.




Edited by Rachel Ramsey
 

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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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