Predictive Dialer Featured Article

Predictive Dialer Provider Remains at Forefront of All Next-Generation Technology, Unveils New Site

Created with the goal of creating highly flexible, easy-to-use and maintain call center products that leverage the most up-to-date technology with an constant emphasis on improving both customer service and technical support alike, Texas-based predictive dialer provider SpitFire  continues to expand and enhance its customer relationships. Just recently, it launched its completely revamped website that makes it easier for both current and prospective customers to find the information they are seeking in a shorter period of time.

Touted as offering an innovative enterprise predictive dialer that encompasses a dialing campaign manager that can be ramped up and down depending on the amount of inbound and outbound calls being made, this solution can help to significantly raise the bar on call center productivity.

By leveraging algorithms that factor in crucial elements including the amount of available agents, number of available lines, the campaign’s average call time and other statistical information, all campaign settings are fully compliant with various state and federal regulations. Additionally, the Quick Connect function enables agents to log in one-to-one with a phone line, ideal for B2B purposes.

Further, the Fixed Dialing capability assists call center managers in easily adjusting the preset volume of calls. The software can be utilized to call a selected number of lines per agent and is most advantageous in political and charity campaigns.

Moses Garcia from the Heller Group commented, “We purchased the Spitfire Pro Several years ago and it has worked great for our call center, with the versatility of having remote agents using VoIP and on site makes this system one of the best out there on the market. We are able to use the system for outbound calling and do third party transfers without dropping any calls and perform manual call backs while remaining logged into the system.”

Some additional features of the SEP include: unlimited no call lists; the ability to run on Microsoft (News - Alert) SQL; agent-to-agent transfer with data transfer; Web-based manager and supervisor Interfaces; automatic disposition-based redialing; and role-based users for limiting or expanding feature access.

Also, some newly released enhancements to the predictive dialer are:

List Prioritizing / Stacking- This function assigns priorities to multiple lists in a campaign. The Enterprise Dialer will then pull records from each list, in order of priority, or simultaneously if they have the same priority.

Recording Slider – Enterprises can be set to record all conversations automatically from start-to-finish or they can even allow the agent to record a portion of the conversation at their discretion. These interactions can now be fast forward or just a portion of the recording can be listened to via the “slider” bar.

Masking phone numbers on agent screens – Managers can chose whether or not to display the number being dialed on the agent screen

List search by line or character – Searching through lists by alpha character or line in order locate any list on the dialer without delay can occur

Garcia added, “The support that OPC-Marketing provides to us is outstanding, they are available when making changes to the network and always stay on top of updates when needed. The Spitfire Pro system has worked so well that we have upgraded to their Enterprise system and with all the new features and options this system to me is even better than the Spitfire Pro.”

SpitFire is constantly adding new features and functions to its programs. Many times, these are developed through customer requests. At OPC Marketing, it is dedicated to working hand-in-hand with customers to develop the best state-of-the-art dialer software for all industries and applications.

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.

Stay in touch with everything happening at ITEXPO. Follow us on Twitter.

Edited by Amanda Ciccatelli
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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.

    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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