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


June 15, 2007

Remote Agents Get Enhanced Support from OPC's SPITFIRE e-AGENT

By Stefania Viscusi, Assignment Desk Editor


OPC Marketing's SpitFire v.10 PRO, which offers the ability to dial millions of numbers and run multiple dialers from the same database, has an additionally intriguing software component SPITFIRE e-AGENT.
 
Offering remote agent capabilities, the e-AGENT makes it possible to route client information to agents over the internet. So agents can be located anywhere in the world--since the only requirement for Agents or operators is a computer with an Internet connection and a telephone line.
 
With e-AGENT, a web-based call transfer agent, agents are provided support via online capabilities like online scripting screens, disposition buttons and real-time 'no calls' all on the web-interface. They are also provided the ability to search for customer record data—further simplifying their interaction with the system, while allowing work at home and virtual agents to prosper.
 
Other features to enhance productivity and functionality include a logout feature that ensures agents are logged out of the application when they sign off or are away from their computer for longer than a few minutes, as well as a call disposition button that makes it possible to flag potential customers. A quick 'No Call' button also makes it possible to quickly add a caller to the record of Do Not Call numbers in the database.
 
In today's changing call center landscape, everyone is going virtual and hosting agents who work from remote locations or from home is the way of the future. With OPC's SPITFIRE e-AGENT, agents are empowered with the tools they need for successful call handling and customer support.
 
 
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Stefania Viscusi is an established writer and avid reader. To see more of her articles, please visit Stefania Viscusi’s columnist page.
 

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