Predictive Dialer Featured Article

Predictive Dialers Drive Success in Collections Space in the New Year



Touted as a next-generation offering that uses statistical algorithms to greatly cut down 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, predictive dialers are a key element to nearly every industry. Within the collections vertical particularly, the ability to adjust the dial rate to reduce the amount of time agents spend waiting between conversations and the hold time for callers is vital to retrieving past due funds in an efficient manner.


Steve Brownrigg, sales representative, SpitFire, recently stated that collections is “a big industry for us,” and with its capabilities, including being able to closely monitor the overall call center volume as well as how much time is being spent on each and every call, it’s not hard to see why.  

While many things go into running a successful debt collection center, there are three prominent factors to remain mindful of at all times.

First, “Compliance is vital. Consumer protectionism and politics permeates the industry today. Firms are being monitored from all directions—FCC, FTC (News - Alert), CFPB, federal and state lawmakers and attorneys general. So it’s crucial that every firm diligently remains compliant with current laws and regulations,” said Dave Rudd in a recent piece featured on insideARM.com. Luckily, SpitFire assists customers in adhering to rigorous mandates at all times as its enterprise predictive dialer falls in line with all telemarketing regulations, new and old.

Next, optimizing your agents’ contact time is important because if these employees are not using their work days wisely, it is likely the center won’t survive for the long term  

Rudd added, “When an agent isn’t speaking with a debtor, an opportunity to collect on past due accounts is lost. If they are unable to work accounts because a manager needs to manually switch lists, agents and campaigns, then money is being lost. A few minutes wasted here and there really adds up fast.” To eliminate this time-wasting obstacle, turn to a predictive dialer as it can simply assign various agents to certain callers without delay.

Lastly, personalizing campaigns and pop scripting for each individual campaign comes in mighty handy for collection organizations as they will help customers feel as if they receiving personal attention and are more likely to either respond to said messages or take action towards repaying their outstanding debt.

America is built upon people using credit, but sometimes these debts become too much and can quickly add up. But with a predictive dialer informing you of money owed in a short period of time, not only will debt agencies receive their funds back much more quickly but your mind can rest at ease knowing you have paid your bills.

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 Rachel Ramsey
 

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 »