Predictive Dialer Featured Article

Eliminate Headaches when Using a Compliant Ready Predictive Dialer

Technology such as a predictive dialer goes together with a modern day call center just like peanut butter and jelly or spaghetti and marinara sauce—one without the other just isn’t as good. However, with an overwhelming amount of rules governing the contact center space that are continuously being altered, how can you be sure your dialer isn’t violating any of these newly enacted laws that could tarnish your company’s reputation? The first step would be to purchase a predictive dialer that boasts campaigns settings that is designed to comply with state and federal regulations.

If you complete the initial phase mentioned above prior to powering an array of calls, you will be safeguarding your company from being forced to hand over money to pay expensive fines that could virtually strip your budget. But if you decide to instead leverage a predictive dialer that lacks this crucial functionality, you could be hearing shortly from the FTC (News - Alert), otherwise known as the Federal Trade Commission, which is now requesting assistance in putting an end to illegal robocalls once and for all.

Being forced to deal with nearly 200,000 complaints per month pertaining to frustrated consumers being forced to deal with prerecorded messages from unwanted telemarketing calls that are sometimes received during inconvenient times, the agency is officially putting both its feet down and doing its best to stop these calls from taking place at all.

"All of us have heard this [robocalls] so many times that it's like nails on a chalkboard for us," said David Vladeck, director of the FTC's Bureau of Consumer Protection, in a statement."These calls are not like the calls we grew up with. They are computer-blasted calls that are enabled by the Internet. The dialers are outside the U.S. generally, and these dialers are capable of blasting out an unfathomable number of telephone calls."

Not only can these calls be extremely irritating for someone just about to sit down to dinner with their family after a long work day and multiple hour commute, Vladeck reveals that some of these calls made are for less than obvious purposes, and are actually meant to deceive individuals into falling for various types of scams.

While the FTC does what it can to protect the public from these expensive pranks, although it has many benefits, VoIP has brought with it some disadvantages which stem from the fact that it is being leveraged to reach a wider audience from offshore locations with not so noble intentions.

After seeing a growing number of people being taken advantage of who are already struggling in this still rebounding economy, the FTC decided it needed to form a plan. So form a plan it did and is now offering $50,000 to either the individual or small company that can come up with the solution needed to help consumers or telecoms to block all unwanted robocalls. Not surprisingly, many companies and individuals have already thrown their hat into the contest ring, and thus far, there have already been 200 submissions received including one from Shawn Davis, an IT technician in Boise, Idaho.

Davis invented Roboblock 12, touted as a number verification system that mandates callers to enter randomly generated numbers which will then add them to the block list. Another participant in this contest, Naomi Walls of Aurora, Colo designed an offering that can automatically turn the ringer off and recording a message that says, "You have reached the Walls residence. Due to the number of robocalls I'm receiving, I've turned off my phone so that it won't ring."

While the deadline for submissions is rapidly approaching and will be here on Jan. 17, this drawing will likely entice technology savvy people to develop a product needed to enable consumers to select when to stop being contacted for things they aren’t even interested in.

Moreover, it seems as if it isn’t only the FTC taking a stand against these invasions of privacy as back in September a 71-year-old woman named Nancy Iniguez in California took legal action with a group of other plaintiffs against satellite television provider Dish Network when the company continuously made robocalls to their mobile phones. This action goes directly against rules outlined by the Telephone Consumer Protect Act. Dish Network denies these allegations and currently faces fines upwards of $500 for each illegal robocall made plus $1,500 for each call that was powered after Iniguez told the business what was occurring and it failed to take action.

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 Allison Boccamazzo
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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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