Predictive Dialer Featured Article

OPC's Tech Support Team Records 100% Positive Results in October

By providing many support options for its systems users, predictive dialer manufacturer, OPC Marketing ensures that all customers are satisfied at all times.

In fact, company officials said that the company’s technical support team – the most direct and successful way to fox system issues – had 100 percent positive feedback from the team’s surveys for the month of October 2009. 

Michael Henochowics, president, OPC Market, said that the success can be attributed to OPC’s constant communication with its customers. “In the beginning, getting to know our customers and their technical requirements are fundamental,” Henochowics said. “We have found that the most valuable step in our process is to complete a pre-site survey with each one of our customers.”

By taking time for one-on-one interactions to gauge feedback from SpitFire users, OPC’s entire staff – sales, technical and programming – are under one roof working together to provide customers with an exceptional experience. 

Using, as a method for technical support, customers can utilize the offered live chat engagement from the desktop of the users Spitfire system to connect with technical support staff to discuss any service issues, as well as regular maintenance questions should any arise. 

“This is a secure connection initiated by the customer is used for training and technical assistants,” OPC officials said.
Additionally, with the system, OPC customers can transfer files and remote access to SpitFire servers from one remote location, both essential functionalities for when there’s a bump in the road with any of the OPC systems.
By using this system, OPC’s technical support team, after each support session – or software training program – will ask the customer a series a questions in order to gauge feedback on the team’s performance.
Questions along the lines of “what is the status of your issue?” and “please rate your tech support experience,” are some ways customers give feedback to OPC’s team to ensure they’re doing their job at solving technical issues in a fast and effective way.
With the technical support staff, “SpitFire customers can expect quick response, issue resolution and management that cares,” OPC officials said. “Satisfaction is why our customers continue to refer business and grow their SpitFire systems.”
In gauging customer feedback, Warren Henochowicz, vice president of OPC, said that OPC’s predictive dialer has become popular over the last three years and that now, more than ever, companies need tools to become more efficient and productive.

“The SpitFire Predictive  Dialer was created for the small to mid-sized companies that couldn’t afford call center products,” Henochowicz said. “Our price point allows this huge market segment the ability to incorporate the SPD into businesses – big or small.”

Additionally, the SpitFire auto dialer is still very popular for notifications, text to speech and reminder applications, Henochwicz added.

Additionally, to ensure that every customer has the appropriate in depth knowledge to handle as much technical and maintenance issues independently should they choose to do so, OPC offers daily training workshops where customers can call in and have a tutorial of their specific OPC product. 
And, with OPC’s technical support team making every effort to provide its software users with support, the 100 percent positive results proves they’re doing just that. 

So, what does this mean for the future of OPC Marketing? New – and improved – products, OPC officials said.

“An enterprise SpitFire predictive dialer solution has been in development and will be announced-released in 2010,” Henochwicz said. “Predictive Dialers have a bright future in remote agent applications. IP technology is driving LD costs down and allowing a huge opportunity worldwide.”

Kelly McGuire is a TMCnet Web editor, covering CRM and workforce technologies, and anchor of its daily TMC Newsroom video broadcast. Kelly also writes about eco-friendly "green" technologies and smart grids, compiling TMCnet's weekly e-Newsletters on those topics, as well as the cable industry. To read more of Kelly's articles, please visit her columnist page.

Edited by Kelly McGuire
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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.

    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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