SpitFire Predictive Dialers

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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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Predictive Dialer Featured Article


November 06, 2008

Hybrid Dialers Enhance Call Center Efficiency

By Michelle Robart, TMCnet Editor


You’ve heard about hybrid cars, but what about hybrid auto dialers? A relatively new term, the hybrid dialer became popular in call centers in late 2006.
 
This computer-based dialing system quickly places outbound calls via database interaction using special telephone cards the connect communication and telephone lines.
 
Manufacturing SPITFIRE brand Predictive Dialers and AutoDialer solutions for businesses, OPC Marketing offers its own HYBRID Dialer that automatically makes outbound calls from a pre-loaded database list of numbers on a single line or multiple line cards.
 
The SpitFire predictive dialer computer finds the person needed to be called, dials their number, waits for them answer, and then passes the call on to an available agent. The dialer is smart enough to prevent non-productive calls from reaching the agent. Since the agent doesn't have to deal with busy signals, answering machines, network messages, and "no answers," they are able to take one call after another.
 
SpitFire HYBRID Dialers are becoming more popular thanks to their ability to significantly increase the efficiency of an agent team by removing the dead time between calls.
 
The HYBRID operates as either an AutoDialer, making calls using a pre-recorded message, or a Predictive Dialer, which connects callers to a live person with outbound dialing depending on the current dialing campaign. This is where the HYBRID dialer got its name, since it can do both types of dialing.
 
The “HYBRID” Predictive dialer capability allows users to dial down the amount or increase their call volume depending on how long it takes for an agent to complete a live call. The SpitFite HYBRID works by predicting how long it will take for an agent to be available to take the next incoming call.
 
The length of each call time will most likely vary each day based on a campaign’s pitch length, product information, and the amount of agents or staff currently free.
 
The HYBRID PRO version allows businesses to use a large, fast database from MySQL, the world’s most popular open source database. These lists are compared with the “Do-not-call” Federal dataset a business imports a call list into HYBRID.
 
The DNC registry is controlled by the Federal Trade Commission (FTC (News - Alert)), the nation’s consumer protection agency. The Federal DNC requires businesses to register in order to receive the downloaded list and may request certain fees be paid and ask for company information.
 

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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