Predictive Dialer Featured Article

Predictive Dialer Provider SpitFire Dials Up the Excitement as New Year Approaches

Call centers throughout the world rely on one key element for success: predictive dialers. While there are many different variations of this dialer technology currently on the market including cloud-based and on-premises, SpitFire, an Addison, Texas-based business that is deeply rooted in the call center products market, continuously strives to power the most reliable, scalable and easy to use offerings on the market.

I recently had the chance to speak with SpitFire officials in regards to the highlights it experienced this year as well as current trends that are affecting the predictive dialer space.

“We’re always adding new features and capabilities to our software programs, and 2012 was an exceptional year. Perhaps the biggest was increased utilization of APIs to integrate the SpitFire Enterprise software with numerous CRM applications. This technology also works with customer websites to automatically push data to the dialer for faster response times. Our ability to customize our software to individual customer requirements really gave us a big push this year. We added lots of ‘features’ like agent to agent transfer in which the data screen transfers with the call. Also, text to speech now gives us the capability to personalize outgoing preamble messages with specific customer data. We also expanded reporting to track sales dollar amounts, and added settings to stop any campaign based on reaching a pre-designated number of hits,” according to SpitFire.

Additionally, the predictive dialer provider expanded its footprint significantly in 2012, particularly within the in lawn care industry. Not only do these organizations utilize SpitFire Enterprise Predictive Dialer for prospecting, contacting customers for renewals and seasonal up selling, but they leverage specific software applications for their industry as well.

When analyzing increasing popular trends in the ever-changing dialer vertical, officials stated, “One of the biggest we’ve seen is call centers transitioning back from hosted dialers to premises-based solutions. Cost-wise, it’s much more economical to buy dialer software for a one-time cost, rather than pay monthly. On-premises also gives you better control over your dialer and phone lines. You’re not locked into a carrier the host uses, which is typically shared-bandwidth VoIP instead of dedicated-bandwidth SIP which has a much higher call quality. Further, many customers have concerns over security and transmitting customer data and phone numbers to a hosted website. With on-premises, it’s all kept on your local server.”

New technologies that have come to market that have changed the predictive dialer space within the last 12-months include hardware that was once required to own and operate a dialer being made much simpler. With SIP, you no longer need expensive, cumbersome “telephony” cards in a specially-built rack server. You can use basic Windows servers and workstations. This not only greatly reduces the cost for hardware and IT support, but also makes it infinitely easier to scale an existing dialer.

“This type of IP platform enables us to seamlessly integrate with many different PBXs and phone systems, which is another vertical market for us. PBX (News - Alert) vendors can now add an affordable dialer to their product offering, and let us do the sales and support,” SpitFire concluded.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida.  Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.

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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.

    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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