Predictive Dialer Featured Article

TalkTalk Tops List of Firms Unlawfully Using a Predictive Dialer



Predictive dialers can make the lives of virtually anyone who uses them much easier – that is, unless you’re using this dialing technology for reasons other than that for which they were originally intended.


With the constant revisions and introductions of new laws governing dialers, it is vital to remain compliant with the rules put together by the FTC (News - Alert).

Recently, U.K. regulator Ofcom revealed its list of the top most complained about companies that have caused aggravation in the lives of many citizens due to incessant calls that they couldn’t be less interested in. Topping this year’s list, and actually all of the lists since Ofcom began to compile it back in October 2010, is TalkTalk.

From complaints about its broadband service, billing and customer service, all the way to its overuse of predictive dialers that are powering more inbound calls than the organization has agents to handle them, it’s clear this company has some explaining to do.

"We recognize that there is still work to do and we are continually pushing through improvements," company officials revealed in a statement. "Technical faults are fixed faster, more support is being offered when customers move house, and our online support system, which now accounts for 70 percent of customer contacts, is being further enhanced.”

Look at specific numbers: TalkTalk scored nearly .53 complaints per 1,000 of its customers and was highlighted as the only provider whose complaint levels soared high above average when looking at landline services in particular. Its broadband offering also brought in nearly 0.42 complaints per 1,000 customers – again far above the industry average.

Not only will firms who overuse dialers find themselves facing the negative effects for multiple complaints; they could also be forced to pay some pretty hefty fines. According to some pretty up-to-date government statistics, robocall complaints have increased from about 65,000 in October 2010 to over 212,000 this April. In addition, complaints from people asking a telemarketer to stop calling them also ramped up during that period, from approximately 71,000 to 182,000.

Looking at the specific case of DirecTV (News - Alert), the organization was required to fork over millions of dollars worth in penalties.

Robert Madison from Kansas is one of these extremely irritated individuals who just wants some peace and quiet and has revealed that he receives calls from this dialer technology almost every single day, advising him of ways he can lower his interest rates.

"I am completely fed up," Madison commented. "I've repeatedly asked them to take me off their call list."

To read the full report, click here.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Austin 2012, happening now in Austin, TX.  Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.




Edited by Braden Becker
 

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 »