Predictive Dialer Featured Article

Romney/Obama Agree on at Least Something: The Importance of Predictive Dialers



As here on the East Coast we are currently getting pounded by hurricane Sandy, Election Day isn’t slowing down or even stopping as it now is full steam ahead. Even though our opinions may differ on who is the best fit individual to run this country, one thing we can all be in unison about is the fact that without technology including predictive dialers in place, it is likely voter turnout would significantly decrease.


Sometimes people forget or are even just too lazy to visit a polling facility and that is where these dialers come in, as they can quickly alert the public and continuously remind them with voicemails about casting their ballot until the day of decision arrives. With the race between Obama and Romney still very close, the waiting-to-be-filled commander in chief position could still be anyone’s game.

Texas-based SpitFire, a major provider behind communication-related innovations, develops delivers and supports call center innovations that can be leveraged throughout a wide range of industries and helps firms to drive productivity and simultaneously grow profits. Its Enterprise Predictive Dialer powers multiple features that sets itself apart from competitors in the space including: blending outbound and inbound DNIS-based call routing, offering unlimited campaigns and unlimited lists and number of ports in any given campaign, allowing agents to log into multiple campaigns, providing Web-based manager and supervisor interfaces, powers role-based users for better security on feature access, recording every call on the SIP platform, enables unlimited disposition codes for each campaign, providing unlimited custom fields for each campaign, automatically performing disposition-based redialing, allowing agents to be assigned to skill groups, unlimited no call lists, running on Microsoft (News - Alert) SQL, improved logging through use of auto-e-mail functionality, monitoring and whisper-coaching, support for multi-tenant architecture, automatic data-import and CRM-integration APIs, agent to agent transfer, campaign scheduling and disposition-based e-mailing.

Additionally, sales tracking and reporting functionality enables managers to significantly increase visibility into how an agent is performing with detailed reports filled with sales numbers and the date and amount of each sale. Division heads also have the option to analyze data by agent or campaign with access to real-time data.

Earlier this month, the company enhanced its offering with new capabilities that include preamble messaging, text-to-speech and APIs that can be used for both live answers and answering machines. In essence, when a live person answers, you can play a pre-recorded “preamble” message, and then automatically transfer the call to a live agent. Users even have the option to allow the customer to “press 1” to speak to an agent and then proceed to transfer the call.

On the other hand with the text-to-speech feature, customers can easily personalize each message to include the customer’s name, date, time and dollar amount; up to eight different text-to-speech insertions are currently present within this technology. All this vital data is also sent directly to the agent’s screen when the call is transferred to further the relationship and make it much more intimate.

APIs can be leveraged within the predictive dialer to import, change and delete customer records in the dialer automatically. It also boasts the capability needed to add and update records automatically right from a company website.

With all of the possibilities available via this dialer, it’s obvious to see why even the most influential men in politics would use this solution to improve the chances of their becoming the next president of the United States.




Edited by Amanda Ciccatelli
 

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 »