Predictive Dialer Featured Article

Predictive Dialer Provider Thinks Out of the Box



In most situations, when something says, “one size fits all,” it’s usually not the case. And for call center environments, which typically see a rapid peak and then decrease in calls at specific times – like during the holiday season – a predictive dialer that doesn’t come complete with a high level of flexibility simply won’t measure up to its individual business needs.


The Heller Group, headquartered in Houston TX, started to leverage SpitFire’s Enteprise Predictive Dialer several years back, and was extremely impressed with the capabilities it proved to its agents working both remotely and onsite.

Moses Garcia, Heller Group, said in a statement, “We are able to use the system for outbound calling and do third party transfers without dropping any calls and perform manual call backs while remaining logged into the system.”

Touted as extremely simple to install, operate, manage and maintain, the highly intuitive SEP encompasses all of the key tools contact centers must have at their fingerprints to see positive results from both inbound and outbound campaigns. In fact, designated agents are now considered “Transfer Agents,” and can handle transferred calls while simultaneously leveraging a customer data screen filled with important personal information, sent directly from the outbound agent.

This is an ideal solution for companies who require a way to take over calls from outbound agents and wish to transfer both the calls and data to “Closers” or “Verifiers.” In addition, the transfer agent can use his or her license to make outbound calls, set up unlimited custom disposition fields, and even set automatic callback alarms.

Sales tracking and reporting capabilities powered by the platform assists managers in gaining much deeper visibility into how an agent is performing with detailed reports that comprise sales numbers and the date and amount of each sale.

Also, division heads can now easily analyze data that is separated by either agent or campaign with access to real-time data.

Manual dialing can even be completed with numbers that have already been checked against No Call Lists. The new feature will make it easy for agents to make manual calls along with calls being placed from the dialer, without having to worry if they are calling a number on the “No Call” list which will result in multiple consequences including high fines from the FCC (News - Alert).

Due to the fact that the dialer now automatically checks against the “No Call” lists and gives agent a message if the number is a no call, it’s easy for agents to adhere to regulatory guidelines while using predictive dial, preview dial and manual dial – all on the same system and screen.

But hey, what’s the point of having a lot of functions available to your business without support in case something goes wrong or you have a question? SpitFire understands the importance of closely assisting customers throughout the cycle of utilizing this dialer technology and Garcia seems to agree.

“The support that SpitFire provides to us is outstanding,” he added. “They are available when making changes to the network and always stay on top of updates when needed. My recommendation is take a look at the others but once you do your comparisons you will find that it is the company you want to buy from, not only because of the product features but because of the support they provide to their customers.”




Edited by Braden Becker
 

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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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