Predictive Dialer Featured Article

Oh Dish, What's Your 'Ish?' - Being Sued by FTC for Unlawful Predictive Dialer Use



Even though predictive dialers were created with the sole intention of actually helping companies in any industry connect with consumers by getting out an important message right away, sometimes this technology falls into the wrong hands. And it looks like that may be exactly what happened when Dish Network powered some unwanted sales calls.


Recent headlines are revealing that a new court case has just been filed in which the company is being accused by the Federal Trade Commission for allegedly making calls to millions of people who have previously opted out of future promotions. When a consumer opts out, it means they are telling the company they no longer want to be contacted by them; hence the satellite provider is in direct violation of the communication law named the FTC's (News - Alert) Telemarketing Sales Rule. This regulation mandates that once someone requests to be removed from the company's call list, even if they are not part of the National Do Not Call list the business must comply.

According to the lawsuit, Dish is being blamed for contacting individuals with the goal of having them buy its satellite TV service. To add to the annoyance, consumers answered these calls from not only company officials but also its authorized dealers.

"It is particularly disappointing when a well-established, nationally known company – which ought to know better – appears to have flagrantly and illegally made millions of invasive calls to Americans who specifically told Dish Network to leave them alone," said FTC Chairman Jon Leibowitz (News - Alert), in a statement.

When this case is all said and done, the FTC is hoping that Dish will be penalized for these harassing calls and will be forced to ante up some monetary allocations to pay for this wrongdoing.  

It hasn’t been a good year for Dish, as the company has already dug itself into a pretty deep hole with the Department of Justice who revealed the company has not complied with the National Do Not Call Registry and the Telemarketing Sales Rule.

The satellite TV provider has responded to these claims in a statement that said, “DISH respectfully disputes the merits of the complaint filed by the Federal Trade Commission. We manage our marketing practices to best-in-class standards. In fact, our policies have been certified by an independent third party industry expert after an extensive audit. Notably, the FTC was recently denied the ability to assert these same claims by a federal court in another contested matter, and we vigorously will defend ourselves against them.”

I guess we will have to wait and see the judge’s take on whether or not these actions fall outside the parameters of the law. Someone that could have a rather large smile on its face after hearing about the troubles DISH is facing though could very well likely be Cablevision.

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. Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.




Edited by Allison Boccamazzo
 

Predictive Dialer Live Chat Predictive Dialer Live Demo

Spitfire SEP Spitfire SPX Spitfire SPBX

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.

Read More »

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.

Read More »