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Predictive Dialer Provider SpitFire Fires Up Crystal Ball, Offers Predictions for New Year

As predictive dialers are now being leveraged by call centers throughout the world, it is likely that in the New Year we will only see further adoption of this next generation technology as well as new entrants into the rapidly growing space.

However, one company that has been in the vertical from quite some time now is SpitFire, a Texas-based organization that powers an Enterprise Predictive Dialer with both inbound and outbound predictive dialer capabilities with unlimited lines that can be attained by businesses with even the tightest budgets due to its extreme cost-effectiveness. Recently, I had the chance to speak with SpitFire officials in regards to what they are forecasting will take place in 2013 in addition to various enhancements to its already robust suite that will officially make their debut during this 12-month period.

According to SpitFire, “We’ll continue to add more and more features and capabilities to our Enterprise Dialer software. We often work directly with customers to develop custom features for an ever-expanding variety of industries. For instance, our Enterprise Hybrid Dialer, which is a combination of predictive, quick connect preview, and auto dialer features has become very useful in the collections industry due to the fact that it can combine live calling with personalized messaging, and we are adding refinements based on industry needs in the near future.”

Looking ahead, the predictive dialer provider will be continuing to focus on developing vertical market solutions. Working closely with these markets to learn their business models, and then refining applications to fit their individual needs, the company’s open-ended architecture and its staff of talented programmers enables it to look at each CRM application and seamlessly integrate it with a variety of tools.

“It gives our dialer software a much broader range, more cost effectively for the customer than ever before,” officials added.

When asked what it will take for the predictive dialer space to not fall off the fiscal cliff in 2013, SpitFire commented that the overall efficiency of migrating from manual dialing to predictive dialing is something that can make a huge impact on the industry. It strongly recommends every company should look at this technology, regardless of the size of their calling efforts. From small companies with just a few reps, to large call centers, automated dialing can greatly increase profits and boost customer retention while reducing overhead.

As a New Year traditionally allows you to star t over and truly wipe the slate clean, SpitFire will instead be ramping up its quality of Internet Service Providers. The predictive dialer provider added, “Higher bandwidth, higher speeds, and decreasing costs will allow more and more companies to use on-premises dialers more cost-effectively from more locations. Compression technology will also play a big role in this area. We also predict that remote agent demands will increase. As companies look to trim overhead costs, they can utilize work-from-home agents much more easily. Satellite offices can easily work from a central dialer server in the main office as well.”

Right now, it is more important than ever for companies to utilize intuitive predictive dialers. In fact, renewals, follow ups, appointment verification and collections are all compelling reasons to establish an inexpensive way to reach customers and track results. And with more and more demographic data available, it is easy to prospect for new customers by focusing on specific targeted markets. Dialers enable company growth at fraction of the cost of other contact methods. By increasing call volumes with an easy-to-use dialer program, integrating data with industry-specific software and CRM programs, and easily tracking results, companies can drastically improve the bottom line in these challenging times.

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.

Edited by Amanda Ciccatelli
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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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