Predictive Dialer Featured Article

Ramp Up the Amount of Money Your Team Collects with a Predictive Dialer



Owe money on your credit card? Pay up, or soon enough a debt collector using a predictive dialer will be calling you to inform you of your monies owed, even though you more than likely are already aware.


Although this dialer can be used in countless ways, it is extremely popular within collections, as this offering can be leveraged to contact a large amount of people in a very little period of time.

In a world of continuously introduced communication options to the market that enable people to get a message across, a recent InsideArm piece analyzed how effective each contact strategy is including direct mail, email, predictive dialer calls, IVM (Interactive Voice Messaging) and AVM (Automated Voice Messaging), as well as SMS text messages.

The solutions ranked accordingly:

  • Direct mail responses are in the very low single digits
  • Around 20 percent of all emails are read
  • Predictive dialers calls that agents complete range from the single digits to around 25 percent
  • Interactive Voice Messaging (IVM) and Automated Voice Messaging (AVM) can yield contact rates from 35 to 55 percent and upwards
  • SMS/Text open rates are over 98 percent

However, “with a blended channel escalation strategy, any debtor who answers an IVR call and does not respond can be immediately called back as a Predictive or Preview call with a different caller ID, perhaps a local phone number. We know the debtor is home because he/she just answered, and now you drive them right to your agents. Plus, if you have implemented a strategy where you garner consent from the debtor, you can add mobile voice or SMS to the blended campaign strategy,” according to the article. “Knowing the debtor’s preferred channel to communicate can not only allow you to communicate at the exact time you want, but may also be the difference between capturing a payment or not.”

Hence, even though a predictive dialer will yield multiple benefits such as driving efficiency and productivity and reducing costs, the best option is utilizing multiple communications channels within one solid plan of action.

The piece added, “In the challenging and dynamic collections environment, it is critical to stay flexible and consider all your options.”

A great option to closely consider is SpitFire’s Enterprise Predictive Dialer, an offering in which designated agents are transitioned into “transfer agents” who can handle transferred calls while simultaneously leveraging a customer data screen that is filled with important personal information and is sent directly from the outbound agent. This is an ideal solution for companies who require a way to take over calls from outbound agents, then transferring both the calls and data to “closers” or “verifiers.”

In addition, the transfer agent can use his or her license to make outbound calls, set up unlimited custom disposition fields and even set automatic callback alarms.

For more information about SpitFire, click here.




Edited by Braden Becker
 

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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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