Predictive Dialer Featured Article

In the Spotlight: SpitFire Predictive Dialer PRO Gives Agent Productivity a Power Boost



Advanced dialing capabilities have become necessary in the outbound call center as the need for agents to quickly and effectively be connected to live caller's increases. When it comes to predictive dialers, OPC-Marketing's SpitFire brand of dialers are “ready to make the call!”
 
SpitFire Predictive dialer, OPC Marketing’s latest releases, gives agents a host of new capabilities and features, offering enhanced functionality and reliability-- while empowering agents to be faster, and more productive with their time than ever before.
 
“Our people are committed to serving the public — to introduce communication equipment that will make a positive impact on the world. It is not just professionalism and expertise that set our staff apart. They also have a strong commitment to their mission, to the quality of their work, and to the clients they serve. Loyalty and relationships link OPC’s staff and, in turn, link staff to clients. Their work is more than a job; it's a career of mission-focused solutions” stated Mike Henochowicz, OPC’s president and co-founder of CompUSA’s technology “Super Store” chain.
 
Predictive capability eliminates the lost time call centers are faced with when dialing systems reach busy signals, answering machines or disconnected numbers.
 
SpitFire Predictive places calls for agents as well as intelligently predicts when an agent is available, only transferring those new calls to agents once a live person is connected to, on the other end.
 
The solution offers agents customized scripts, caller ID data population, tools, notes and contact information capabilities that help boost their productivity.
 
SpitFire Predictive provides call center administrators with robust stats, displayed on their screen, along with customized scripts. New reporting displays are also part of SpitFire ReportMaker latest features. With this, monitoring the campaigns progress in real-time is possible and fully integrates to Crystal reports. The ability to print follow up labels to do mailings and more, is also provided.
 
With the SpitFire dialer, more than one campaign can begin. Call blending allows you to throttle the ratio of inbound to outbound lines. As the calling campaign changes throughout the day you can get the system to add more inbound lines or outbound lines-- Talk about getting the most out of your agents, with all of these features, they'll never have to have unproductive calls again.
 
As the capabilities of VoIP penetrate the world of communications, call centers are also starting to utilize its capabilities to allow remote agents to work from any location in the world. This latest version of SpitFire optionally supports this cost saving technology shift, with the ability to route calls to agents via VoIP.
 
Some of the other powerful new SpitFire PRO features to look forward to were outlined by C. Sorensn, Marketing Manager, OPC-Marketing:
 
MySQL Database — Offering unlimited calling capabilities and for all kinds of calls. Also used within the DNC scrubbing feature to delete un-callable records upon import. Entire States Do Not Calls Lists can be scrubbed in as little as 5 minutes.
 
MySQL is a relational database management system, which means it stores data in separate tables rather than putting all the data in one big area. This adds flexibility, as well as speed. The SQL part of MySQL stands for "Structured Query Language," which is the most common language used to access databases.
 
SpitFire Predictive PRO MySQL database on the dialer is the most popular open source database in the world, and runs more servers on the Internet each day than any other database. SpitFire makes it easy to use this powerful database feature and is transparent to use by you or you’re Agents.
 
Primary Rate Interface (PRI) – Allowing for Caller ID changes, calling connections and dialogues, faster than ever.
 
ScriptMaker- For organizing how your campaign works. What does the dialer do when it gets a hold of a live person? An answering machine? Should it play a message to leave on the answering machine? What does SpitFire do when it gets a busy answer, no answer? Message recording and more.
 
ListMaker- importing and exporting databases in the most common and easiest to use forms like text, .CSV, comma delimited and more. Define and map fields from databases. Lookup and search for records, perform utilities on your lists.
 
JobMaker – Start and Stop campaign calendar based on time of day, week, month, year, area code’s, to do lists and a planner is built in.
 
Call Transfer - Offering new choices for transferring to specific locations worldwide instantly, having hold commercials, music or immediate agent connections.
 
Co-location Services - All new security monitoring, backup and bandwidth like never before.
 
Call recording system optionally available, huge call capabilities up to 50,000 recorded hours before backing up to DVD, become fully compliant with today’s laws in areas like health care and more. Call recordings are easily retrieved using simple, plain English file naming structures.
 
Under development: SpitFire Predictive dialer’s real time integration to National 411 databases (more than 7 national data sources), ability to develop calling list by geographic data, populate by latitude and longitude and increase search capabilities by radius filters, such as: 10 miles, 50 miles, 100 miles and so on. Query street names, last names cities and more. Subscription required.
 
SpitFire operates in Windows 2000 or XP on either analog (POTS) or T-1 lines. Fully integrates into existing PBX’s (News - Alert) and current windows based software you already use. For a product solution from 1 to thousands of call center agent seats to meet your needs, get a demo, pricing and more information, please visit:
 
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Stefania Viscusi is an established writer and avid reader. To see more of her articles, please visit Stefania Viscusi’s columnist page.
 
 
 

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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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