Efficiency is a key element that can mean the difference between a successful call center environment and one that continues to bear poor results. That is why these companies are increasingly turning to predictive dialers, innovations that use statistical algorithms to greatly cut the amount of time agents spend waiting between conversations while almost completely eliminating the chance of someone answering when no agent is available to speak to them.
While many industries utilize these dialers in addition to collections including customer service, financial services, automotive industries, home improvement, insurance, phishing/subscriptions, merchant services, healthcare, education, political, nonprofit, lawn travel and travel , within the collection space, a fully blended, user-friendly and cost-effective enterprise predictive dialer is particularly necessary in order to closely monitor the call center volume and time per call. Additionally, it boasts the ability to adjust the dial rate to reduce the amount of time agents spend waiting between conversations and the hold time for callers.
SpitFire is a company that touts collections as “being a big industry for us. We also integrate with popular collections software programs like ProCollect and CollectMax,” stated Steve Brownrigg, sales representative, SpitFire.
In a recent InsideArm piece, the topic of contacting a users’ cell phone in an attempt to retrieve money owed was highlighted. Phone (News - Alert) number management can be quite a challenge for those involved within the contact center space and it is very important that agents remain mindful in regards to the rules outlined by the Telephone Consumer Act (TCPA). At this time, mandates outlined by the TCPA require prior written consent to be in place for any telemarketing calls made to cell phones including collections.
A year ago, the newly proposed bill referred to as H.R. 3035, also known as the Mobile Informational Call Act of 2011, made its way to Congress that will allow dialers to contact consumers for solely informational calls on wireless phones; further explaining what “prior express consent” allows for; and continues to make it illegal to use innovative technologies including predicative dialers for telemarketing reasons.
Additionally, businesses within the lawn care vertical are continuing to see a large array of benefits when using a predictive dialers and one particular franchise known as Weed Mane has even invited the predictive dialer provider attend its sales conference in Tampa, Fla. in a couple weeks.
Be sure to check back to the predictive dialer channel on TMCnet to see what happened during this exciting event!
Want to learn more about SIP Trunking and how to integrate it into your current UC strategy? Don’t miss the SIP Trunking- UC Seminarscollocated with ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida.
Edited by Allison Boccamazzo