Predictive dialers are useful tools for companies all over the world who want to leverage statistical algorithms to greatly cut down the amount of time agents spend waiting between conversations, helping to significantly increase productivity within any environment it’s placed in.
SpitFire is a major company deeply rooted in this space that is known for its Enterprise Predictive Dialer which boasts fully blended outbound and inbound call routing, can easily manage any number of campaigns, and runs on Microsoft (News - Alert) SQL.
When leveraging the Enterprise Predictive Dialer, it is simple to transform designated agents into “Transfer Agents” who can handle transferred calls with a vital customer data screen that is sent directly from the Outbound Agent. The Transfer Agent has a screen similar to the Outbound Agent screen, and it is jam packed with important information in regards to the specific customer. 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.
With only a one-time, low-cost price and all monthly fees completely eliminated, some of the features powered by this dialer are: Web-based management, blended outbound and inbound call routing, unlimited campaigns, call recording, coaching and monitoring, automated redialing, skill groups, a variety of do not call lists and real-time wallboard statistics.
Moreover, companies can see multiple benefits when acquiring this robust solution. One of these advantages is that it 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 also enable a business to improve 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.
Lastly, this solution give real-time feedback reporting on any call that takes place and comes complete with a toolbar called Campaign's Manager which monitors calls while keeping performance and efficiency at an all-time high.
An essential tool in any organization’s tool belt is a predictive dialer and by implementing this one solution, growth possibilities become virtually endless.
Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2012, taking place Oct. 2-5, in Austin, TX. 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. For more information on registering for ITEXPO click here.
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Edited by Rich Steeves