Predictive Dialer Featured Article

Snap Back to Reality with a Predictive Dialer



Recently, InsideSales.com (News - Alert) released a study indicating that companies grossly underestimate the time in which they respond to sales leads. Moreover, companies also overestimate the number of times they attempt to reach these leads.   As a result, the study suggests, companies are simply throwing away potential customers


The study collected data from over 700 members of the American Association of Inside Sales Professionals, asking members to evaluate their own perceived response time and performance.

The study found the following:

  • When asked how many attempts their sales teams make to contact a lead, companies most often estimated “more than five,” but in reality the most common number of attempts was zero.
  • Nearly 25 percent of companies surveyed thought they were responding to leads within five minutes, when in actuality only five percent responded that quickly.
  • More than 90 percent of companies surveyed believed that their first response to sales leads was done by phone, when in reality 67 percent of companies make their first contact through e-mail.

It seems that there is a huge disconnect between how sales teams perceive their performance and reality.

Ken Krogue, president of InsideSales.com, explains, “There is a term in social psychology called ‘illusory superiority,’ which is the tendency to overestimate positive qualities and abilities. With this research study we've found that illusory superiority is in full effect when it comes to sales lead responses.”

He added, “The companies we surveyed typically had lofty perceptions of how they were responding to leads, but the hard truth is that reality falls far below those perceptions. This has the distinct potential to be devastating to an organization’s bottom line and can be a major hindrance to growth.”

Fortunately, predictive dialing technology removes the influence of illusory superiority by leaving the lead assignments, response time, and outreach scheduling to a computer. Without the effect of subjective measurements, predictive and automatic dialers calculate precisely when and how many times to call a prospective customer. This means no more wasted leads.

Predictive dialer software is capable of organizing lead data, sales information, customer history and call back information, which can be provided to agents automatically. Complex algorithms use this data to determine prime call times and high percentage leads. Moreover, predictive dialers calculate precisely when to place calls, predicting when agents will finish current calls and dialing the next before they are finished. This ensures that call center agents are on the phone engaging customers as much as possible.

So, for those companies suffering from an exaggerated perception of sales performance, a predictive dialer may be the best way to get these views in line with reality. 




Edited by Jamie Epstein
 

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 »