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.
[Read More]
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Predictive Dialer Featured Article


April 09, 2009

Outbound Applications Rise Despite Economy

By Anuradha Shukla, TMCnet Contributor


A new report from Research and Markets identifies outbound IVR as a sector that will experience tremendous growth over the next five years. This industry will grow despite the cost pressures of the uncertain economy that is driving enterprises to decrease call volumes.
 
The recently published report, “The Rise of Outbound Applications in an Economic Recession (Strategic Focus)” reviews the tactical and strategic opportunities for vendors and enterprises in a down economy and focuses on the applications being deployed for outbound solutions.
 
The research firm also notes that outbound IVR applications will be simpler than inbound IVR applications because they require less intelligence to determine end-user goals.
 
According to the report, federal regulations will also bring down the demand for predictive dialers, which are largely used for telemarketing. Amendments to the Telemarketing Sales Rule will take full affect by October 2009, and this is expected to curtail a number of standard telemarketing practices.
 
Predicting the trend for the next five years, Research and Markets says that vendors will integrate outbound IVR applications with backend business logic and leverage all major customer touchpoints, notably email and SMS.
 
“The Rise of Outbound Applications in an Economic Recession (Strategic Focus)” identifies key trends and drivers in the market place and provides useful insight on critical issues vendors and companies should consider. The report also informs the reader about the impact of hosted outbound IVR and new technologies, such as speech recognition, for outbound applications.
 
Another recent report out from Forrester Research, “Proactive Outbound Notification Saves Money,” finds that the outbound notification market is evolving to address new channels and consumer preferences.
 
"Proactive customer communications is evolving to address how consumers communicate today-primarily via mobile devices,” adds Mark Friedman, chief marketing officer for SoundBite Communications (News - Alert). “This Forrester report provides objective information on proactive customer communications. It is an excellent resource for any organization that values their customer relationships and would like to evaluate whether their existing communications strategy can support individual consumer communications preferences.”

Anuradha Shukla is a contributing editor for TMCnet. To read more of Anuradha’s article, please visit her columnist page.

Edited by Stefania Viscusi

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