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Contact Center, Enterprise Performance Management Solutions Sales Healthy Despite Slowdown: New DMG Consulting Report



Amidst the economic doom and gloom, new research from DMG Consulting, the 2009 Contact Center and Enterprise Performance Management Market Report reveals a bright spot: growing sales of contact center and enterprise performance management solutions.

 
Contact center seat counts grew by nearly one half million in 2008, a jump of 53 percent from 2007. The number of agents using contact center performance management (CCPM) solutions, either packaged application, quick-start basic capabilities, or full functionality increased as well from the prior year. There were an estimated 1,969 worldwide implementations of CCPM and 1.4 million contact center performance management seats in use as of December 31, 2008.
 
The smaller CCPM modules and packages are designed to be implemented in 1 to 3 months, a fraction of the time it would take to implement a full solution.  Examples of these new packages include solutions targeted for first call resolution (FCR), root cause analysis, next-best action, coaching, real-time reporting and rewards and incentive management.

In addition, new packages are being introduced for sales and other enterprise activities, such as sales incentive compensation, up-selling and cross-selling, and sales performance and analytics. These packages provide quicker implementations, fewer resource requirements, lower costs, and more rapid return on investment (ROI). They also come with a pre-defined set of key performance indicators (KPIs), which is an important feature that users are requesting.
 
The 2009 Contact Center and Enterprise Performance Management Market Report examines the evolution of contact center analytics and introduces two new analytical application categories that are beginning to be adopted by sophisticated contact centers.

These analytical solutions: desktop analytics (DA) and customer experience analytics (CEA) have very practical and quantifiable benefits.  DA applications use an automated and systematic approach to monitor, capture, structure, analyze and report on agent desktop activity and process workflows. CEA solutions capture, measure, analyze and evaluate the quality and outcome of the customer experience throughout all stages of interactions for all customer-facing touch points, channels and activities.

The new DMG Consulting report encompasses vendors, products, technology, market trends, opportunities, challenges, competitive landscape, best practices, market share, projections, penetration rates, benefits, ROI, pricing and customer references. For prospects considering new systems or upgrades, the report provides guidance and recommendations to help select the right product and vendor. This guide also analyzes customer functional wants and needs, which translate into suggestions that vendors can use to improve these solutions and make them more appealing to a broader set of prospects.
 
“Growth in this market is being driven by vendor's sensitivity to customer demands,” says Donna Fluss, president of DMG Consulting.  “The recession has resulted in tighter IT budgets and is forcing vendors to provide solutions that address contact center and enterprise needs with quicker deployments, faster paybacks, and actionable results.  To their credit, vendors have responded by breaking their products into smaller and more manageable modules or packaged offerings that enable users to address a particular problem more rapidly. We expect continued development in this area in the next few years.”   

Brendan B. Read is TMCnet’s Senior Contributing Editor. To read more of Brendan’s articles, please visit his columnist page.

Edited by Stefania Viscusi
 

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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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