Predictive Dialer Featured Article

With Predictive Dialer Technology, Drishti Helps QDF Improve Operations



It's no surprise that predictive dialer software allows companies to manage calling schedules in a timely, effective manner. While in theory this seems like a grand idea to maximize agent productivity, customer success stories featuring a predictive dialer software are seldom reported.


Until now.

Using Drishti-Soft's predictive dialer algorithm and the call selection process, Quinn Data Facilities, or "QDF," of the Philippines can now comply with Ofcom regulation while maintain an aggressive call pacing ratio.

Drishti Philippines Inc. is a wholly owned subsidiary of Drishti India, an innovator of communications technologies for next-generation Enterprises.

The next-generation ITES company opts for a smarter technology solution to manage a business lead while following the norms laid down by Ofcom.

According to company officials, with an intelligent technology like Ameyo, QDF experienced a growth of over 200 percent within 12 months of deployment.

"For our client base in the United Kingdom, Ofcom Regulations compliance is a mandate," said Joy Presillas, general manager of QDF. "The earlier solution we had limited us in this area."

"We were looking for a platform which will take care of the compliance and give us the call pacing we were targeting," Presillas added, with an effective blend of both, serving as the key factor for the narrowing down to a solution.

Drishti's Ameyo gave the company the capability to choose an aggressive pacing while the predictive dialing algorithm took care of call abandons so that the company does not exceed Ofcom limits.

Established in the Philippines in 2008, QDF Inc. is a fast-paced growing organization focusing on data management and outbound telephone fundraising.

Company officials said that Ameyo implements intelligent LearnSys Algorithm for predictive dialing and supports dynamic pacing.

Here the call abandons allowed can be set and Ameyo dialer will automatically tone down the call pacing ratio if call abandons near the pre-set limit thereby taking care of Ofcom regulation compliance. Beyond the compliance, various functionalities of Ameyo and the architectural flexibility to accommodate integrations & customizations define the advantages of Ameyo as a call center solution.

"QDF had chalked out the need for a continued monitoring and analysis tool to ensure that they meet their Key Performance Indicators, or 'KPIs,'" said Varun Bansal, country representative, Drishti Philippines. "We made customizations in Ameyo to provide a tailored sales dashboard displaying real-time sales statistics on hourly basis to suit their processes."

Even their technical queries were responded and resolved by the 24X7 Help Desk with promptness and efficiency. "We are pleased to have helped QDF transition from the previous legacy solution to the smarter Ameyo," Bansal said.


Anil Sharma is a contributing editor for TMCnet. To read more of Anil's articles, please visit his 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.

    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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