Predictive Dialer Featured Article

The Strong ROI of the Predictive Dialer



The use of any additional technology in the call center must be able to demonstrate its value to the organization, or risk being thrown out. For the predictive dialer, proving its worth is never much of a challenge if you consider an average of doubled sales per hour per agent.


According to this Tutorial Report, the predictive dialer is known to produce a 50 percent increase in sales, providing a company with the potential for 100 percent increase in profits. The predictive dialer is known to not only save time for agents; but it also saves time for call center management.

The predictive dialer is designed to predict when an agent will finish with a current call. The system will then dial out a new phone line while the agent is finishing a call with another customer. The newly connected call is then passed to the agent immediately after the customer picks up the phone, giving no indication that the system is placing the call.

Manually dialing a telephone can take 30 seconds, if the line must ring a total of four times before the right party answers the call. If the call is left unanswered, the agent must make note of the failed attempt and try again at a later time. The dialer ensures the agent can talk to a minimum of two people in the amount of time it takes to manually dial and connect with the right person. Agent productivity increases can reach 400 percent.

If the dialer is a predictive dialer, ‘Do Not Call’ lists are maintained, and data such as leads, sales, call-backs and more are organized. Agents can then use that information to determine the best time of day to call and identify the best lead. Anytime a lead is called by the system, the time of the call is saved in the records, along with the outcome of the call and if the customer asks that he or she be removed from the call list.

Customers may also be interested in the information contained in the call, but need a call back at a different time or day. The predictive dialer system allows the agent to select the time for the call back to be made so the call can be assigned to an available agent at that time. Any notes taken during the initial conversation are also saved with the call for the second agent to review.  

Managers will enjoy the real-time feedback provided by the predictive dialer, as well as the ability to monitor and maintain optimal performance and productivity. Real-time information provides insight on inbound queues, dialer statistics, current status and statistics and the performance of the list. Predictive dialers can also be used to train a single agent or multiple agents, providing immediate correct actions.

A wide variety of industries can benefit from the predictive dialer, including applications such as charities, surveys, public relationships, collections, polling, market research, telemarketers, the enterprise making a number of outbound calls, reminders, customer service calls and mass notifications.

The return on investment for the predictive dialer is an easy one to demonstrate within the call center or high volume outbound calling environment. The key is to enjoy the resulting benefits.



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Edited by Brooke Neuman
 

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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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