Predictive Dialer Featured Article

OPC Marketing Ends Successful Year, Looks Foward to 2009



OPC Marketing, a provider of SPITFIRE brand predictive dialers, AutoDialer and Hybrid Dialer solutions for businesses, offers dialing software systems that out perform every other dialer in their class.

 
The company also provides business consulting, contact and customer acquisition lists, on-site installation, voice broadcasting and co-location services, long distance services, professional scripting and recording, custom databases and more.
 
This past year has proven to be a tough one for many businesses. However, despite the economic downturn, OPC Marketing has hit many milestones and has been able to continue its success in the auto dialer market.
 
Technology Marketing Corporation (TMCnet) takes a closer look at OPC Marketing’s accomplishments over the last 12 months with Erin Henochowicz, co-owner of OPC Marketing.
 
TMCnet: Looking back at 2008, how would you characterize the year for your company?
 
EH: Grateful! OPC Marketing is grateful to our customer base which continued to expand their systems and recommend SpitFire software.
 
TMCnet: What were the key trends that impacted your business?
 
EH: The need for Do Not Call management was very important to our customers. The SpitFire call center solutions allowed businesses that were manually dialing to use their existing CRM or industry specific applications while significantly increasing their productivity by three to four times.
 
TMCnet: What was your company’s biggest achievement in the past year?
 
EH: OPC Marketing has had several thrilling achievements in 2008. The launch of our IPBX phone system was an exciting addition to our product line. Also, valuable features were added to the SpitFire dialers while maintaining the original concept of being easy to operate, install and upgrade. We are extremely proud of our technical support team that was rated “exceptional” month after month by our customers.
 
TMCnet: What are your customers looking for in the coming year?  
 
EH: Customers are looking for full featured call center solutions that are affordable, easy to use and scalable. The SpitFire dialers are pre-configured, eliminating the need for costly on-site professional installation.
 
TMCnet: What can we expect to see from your company in the next 12 months?
EH: Features, Features, Features! OPC will continue to listen to the needs of our customers, grow our product line and provide exceptional support.
 
TMCnet: Do you think a new administration in Washington, D.C. will be good for the communications industry? If so, how? If not, why not?  
 
EH: It is hard to determine how the new administration will affect the communications industry; however SpitFire offers call center solutions that facilitate the much needed economic growth of small to mid-size companies. We look forward to 2009!
 
TMCnet: In your view, please describe the future of the IP communications industry.
 
EH: As IP technology continues to evolve, the opportunity for new products and exciting product enhancements are created. IP solutions offer a remote technology that has become a reliable way to drive operating costs down. The need for large call centers all under one roof is no longer necessary because agents can work from anywhere in the world while companies can monitor and record conversations over IP.  
 
TMCnet: If you had to make one bold prediction for 2009, what would it be?   
 
EH: While consumer debt continues to rise during the economic crisis, we expect to see a spike in the number of collection agencies and loan modification companies. As a result, these industries will require affordable predictive dialing technology and phone systems to efficiently contact debtors.  
 
 

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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