Predictive Dialer Featured Article

Predictive Dialers Reinvent the Call Center



For modern telemarketing, OPC Marketing’s SpitFire predictive dialers (SPD) enhance productivity because they automatically place calls and connect agents only when it encounters a live person on the line – enhancing Agent talk time previously wasted on busy signals, wrong or disconnected numbers, and answering machines using a manual dialing process.

 
OPC Marketing’s SpitFireX autodialer technology (SPX) announces a company's presence and creates sales with targeted voice broadcasting for marketing at an affordable price. With great relaxed messaging, (your recording objective is to create a message of talking to your best friend) it targets the consumer in a one-on-one fashion and reports its success rate in live stats, or outputs campaign reports resulting in increased sales and product information.
 
The predictive dialer system is different from other old fashioned selling methods in that a computer-based dialer is used to place calls automatically. The SpitFire Call Center Software is given a long list of contacts (100 percent text-based – you import easily into your campaign), which it then automatically dials. Once connected to a live person, a scripted message is on the Agents screen, next to the customer record details.
 
Predictive dialer systems are most commonly used by lenders, credit card companies, collection agents, and other similar organizations with high call volumes. The system can support one Agent; the most popular ones have 16 agents and can be expanded to include any size and number of dialers and database servers daisy chained together.
 
With automated dialers, buyers and prospects can be called quickly, effectively and inexpensively. Many telemarketing companies have observed that the lowered costs and fewer mistakes inherent to this automatic method can help create highly profitable inbound and outbound telemarketing campaigns.
 
Dialers often employ some type of interactive voice response (IVR) technology or interaction between the system and the customer selecting choices by using the telephones numeric keypad to make choices. This IVR business call logic is built into the Software suite. You can use a predefined script – several are included for 99 percent of all possible needs, or you can easily customize them to your needs.
 
Without an IVR-based inbound call process, affordable and effective telemarketing services would not be possible. IVR works to enable prospective customers to interact with customer service choices to interact with pre-recorded messages, selecting recurring tasks without paid Agents to direct them.
 
Another great advantage to using AutoDialers with IVR is that the inbound IVR can be applied to a wide range of situations, including inbound telemarketing, customer surveys, help desk, and even disaster backup. The IVR can also ask callers for more information and then document those successful calls into a database as part of a telemarketing lead generation campaign. It's even possible for the IVR to save the callers' voice message and then transfer those to telemarketers around the world or local agents when they become available. This lets a telemarketing company offer the best of both automated and live agent telemarketing.
  
What really differentiates AutoDialers from other phone systems is that they make building new and existing customer relationships, particularly on the inbound automated customer service calls, easier and less labor-intensive.
 
Agents can take orders with other customers, and the SpitFireX AutoDialers can deliver both inbound and outbound voice messages to businesses and consumers lining up the next sale or solving customer issues.
 
The most important part of any successful business’s call center is the ability to deliver cost effective messages about the end product or service. SpitFireX AutoDialers are one of the most cost-effective ways for budget minded marketers to promote a product or service to customers. With the cost effective tools and the ability to efficiently deliver a product or service message, businesses will experience an increase in revenue and worker productivity regardless of economic forecasting from the pundants. There is a hot market out there, getting there is easier with dialing technology.
 
OPC Marketing is the Owner, Developer and Manufacturer of SpitFire Predictive Dialer and SpitFireX Autodialer Software. Owned and operated by Michael Henochowicz, the co-founder of CompUSA, the largest technology superstore chain in the world – now owned by TigerDirect, OPC Marketing maintains its position as the top full-service automated marketing, predictive dialing, predictive dialer, autodialing, autodialer, broadcasting telephony, auto dialing, auto dialer, CRM software, call center software for inbound telemarketing or outbound telemarketing in the USA, UK, Canada, Mexico, Philippines European Union, South America, Asia and Africa.

Michelle Robart is a contributing editor for TMCnet. To read more of Michelle's articles, please visit her columnist page.

Edited by Michelle Robart
 

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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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