Predictive Dialer Featured Article

Why Proactive Customer Care Is a Must



When engaging with your favorite company, how often do you hear from them? Do you get a call checking in on your experience whether you’ve made a purchase or not? Do they send you a coupon for no reason other than as a thank you for the purchases you’ve made in the past? Do they instead ignore you until an issue arises and they’re essentially obligated to take your call?


This is the difference between proactive customer contact and the traditional inbound call center. The latter is designed to manage calls as they come in, putting out fires and answering questions as they arise, but ignoring the customer otherwise. The former, however, is designed to focus on the consumer-business relationship, securing the loyalty of the customer.

The proactive customer contact center has a lot to do to stay on top of this approach to quality customer care. As such, it is important that companies take advantage of a predictive dialer so that customer care agents can stay focused on the customer and not on making the initial connection. Because customers are four times more likely to deflect to the competition if a problem is service-related, focus on the customer experience is essential.

Let’s consider a few other important statistics: one unresolved negative experience requires as many as 12 positive experiences to offset the effect; 20 percent of your existing customers will generate 80 percent of your future revenue; and customer satisfaction within the contact center greatly affects the customers’ willingness to make another purchase, remain loyal and recommend a company to friends.

If it takes only one bad experience for a customer to leave a brand, seamless, proactive engagement is critical. You already know that it costs more money to acquire a new client than it does to keep one you have. Why not focus your efforts where you know it will produce positive outcomes? And if you do it well, your customers will tell their friends. Waiting for the customer to contact you is the old way of doing things, and that simply won’t cut it in today’s environment.

However, it’s just as bad if you use the predictive dialer to inundate your customers with a scripted speech designed for the mass market. Consumers only want to hear from you if you have something relevant and valuable to share.

For instance, I have a number of assets purchased through GoDaddy. A few times a year, an agent calls me to check on me, ask if everything is going well and if I have any questions. They generally ask a few personalized questions as well so it’s easier for me to answer. While I don’t always have something that needs to be addressed, the fact that they reach out just to be sure is certainly great customer service.

The point here is that consumer expectations have changed, which means your approach to customer interaction also has to change. If you’re not using the predictive dialer, integrated with your customer relationship management platform to ensure optimal value from these interactions, you’re missing out on key opportunities for sustainable growth.  



 

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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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