Predictive Dialer Featured Article

Is it Cost-Effective to Deal with Unready Leads?



In general, there are usually several different approaches to accomplishing a set task. In most cases we can almost always expect to see some sort of margin of error. Every poll ever taken always has the addendum of plus or minus a certain number. While this error margin can be acceptable in a poll or survey and possibly even when judging how long it will take to arrive at a given destination, there are some instances where this is more of an unacceptable loss.


I am referring to the high cost of unready leads. Again, in some instances it is not a problem. If you are a telemarketer and you make an average of about 50 calls per day and only five accept what you have to offer, you have a 10 percent efficiency rating. Unfortunately, this is not the case for every situation.

Customer Relationship Management (CRM) is a company-wide business strategy that is specifically designed to reduce costs and increase profitability by solidifying customer satisfaction, loyalty, and advocacy.

When we refer to true CRM we are talking about circumstances that bring together information from all data sources within an organization. Sometimes it is more appropriate to get this information from outside the organization. However the information is received, it gives one, comprehensive view of each customer in real time. In turn, this allows employees who have to deal with customers in such areas as sales, customer support and marketing the ability to make quick yet very informed decisions.

According to an article published in DestinationCRM.com recently, when it comes to most organizations, what gets pushed along to the sales team is incomplete, inaccurate, outdated and often completely useless. This becomes alarmingly clear when you can answer more questions that the sales pros.

This is ill-advised, as it is something that can cost a company a lot of money, as well as being a complete waste of time. The article attempts to take a realistic look at the actual cost of unready leads. Is there a way to come up with a new strategy, something that can end the waste?

I have worked for several organizations where the sales team wanted to please the customer and offer them more than was actually doable. This is the result of a sales team that hand picks leads based solely on intuition and what their gut tells them is right. When you pair this with the marketing team, you will find that it is almost impossible for there to be any type of collaboration. If marketing is left out in the cold due to poor lead quality, the ultimate result is going to be a lack of revenue.

If this type of situation continues, the company will surely be looking at a decline in sales, which will ultimately result in a loss of revenue. If this is something that your competitors have a better understanding of than your sales teams, the bottom line result is that their leads will be ready and they can close the deal, leaving you with unready leads.

I mentioned earlier that sometimes a salesperson will offer more than can be realized. This has the calamitous goal of frustrating the customer. The same is true without an effective qualification process. Not only will the sales and marketing teams miss out on valid opportunities they may also send out the wrong message, thus leading to more frustration on the customer side and of course the end result will be a loss of revenue.

If there is one thing that you cannot do in business, it is to leave your customers with a feeling of dissatisfaction. The focus needs to be on being able to deliver better quality leads. If this is accomplished at the beginning of the process, you could be looking at a remarkable improvement in several areas, such as marketing and sales synergy and productivity, and this will ultimately lead to sales and customer satisfaction.

It is important to find the right process that can be beneficial in generating sales-ready probabilities. Destination CRM.com suggests that the first step to have a clear-cut definition of your ideal customer. This now becomes the criteria that will be used to identify similar organizations or individuals that will fall under the category of ready leads.

We live in a generation of being connected everywhere all of the time, so why not use these social media channels to see what everyone is looking for. This could lead you straight to your ideal customer. What do they follow or discuss on social media? What do they say about their challenges, solutions, and questions on industry forums? What events do they check into, attend, or discuss? This becomes useful information that again can put you on the right track to quality, ready leads.




Edited by Rory J. Thompson
 

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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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