Predictive Dialer Featured Article

Inventor Unveils New Product to Fight Against the Misuse of Predictive Dialers



There is absolutely nothing more annoying (well ok maybe a few things), than sitting down after a never ending day with your family to enjoy a home cooked meal only to be interrupted before your first bite can even hit your lips by a robocall from a telemarketer likely using a predictive or auto dialer. While these calls can be useful to inform the public about newly launched promotions, without any garnered interest from the intended person picking up the inbound call, it can be nothing more than frustrating.


The Federal Trade Commission has seen this example play out one too many times, and in an effort to  appease consumers recently started a contest that would give the first person to create an efficient and cost-effective way of stopping unwanted telemarketing robocalls the grand prize of $50,000. Nearly 700 individuals entered their hat into the mix including 24-year-old Linux Systems Administrator Alex Ruiz.

With the vision of seamlessly integrating programming capabilities within the Raspberry Pi solution, he developed a robust platform that encompassed an analog telephone adapter along with a network switch that leverages whitelisting to only allow certain calls to be made. This will help to cut down the feeling of distress this barrage of calls can sometimes stir up.

While the winner of the FCC (News - Alert) run program has yet to be crowned, with industry experts predicting that won’t happen until around April, a major downside of Ruiz’s product is that in order to run successfully it mandates the purchase of three pieces of hardware. This can be prohibitive for smaller sized company’s with limited budgets.

He stated, “I felt [the Raspberry Pi] was economically viable and Linux is flexible enough for me to write whatever I need to. If I need to test eight units quickly, even on a budget, I could do it with this."

According to a recent piece featured on the ars technica website, “The Raspberry Pi acts as a communications server handling telephony processing, call logic handling, and integration with a whitelist database. The analog telephone adapter converts landline phone calls into VoIP (Voice over Internet Protocol) traffic, and the network switch allows the Raspberry Pi and analog telephone adapter to communicate with each other.”

The Banana Phone (News - Alert) from Ruiz that runs alongside Raspberry Pi requires that those attempting to make outbound calls first type in a four-digit authentication code which proves they are an actual living organism. The call is then routed to the call while a caller ID remains on the whitelist. The product is powered by the Asterisk PBX (News - Alert) phone system as well as the MYSQL database.

Yet another inventor eagerly awaiting the announcement of the official contest winner unveiled a different kind of offering that relies upon audio fingerprinting to put an end to robocalls once and for all. And Ruiz firmly believes that his next-generation solution can implement this feature to quickly analyze what kind of call it is and if it is in fact a robocall, block it immediately.

While you will have to wait to see who wins this coveted monetary allotment and has their hand in completely revolutionizing the dialer space, be sure to stay glued to the Predictive Dialer Channel, exclusively on TMCnet.




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.

    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.

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