Predictive Dialer Featured Article

Are you Selling Failure .)(. or Dialing for Success? A Preface for Today�s Telemarketer



Man is a tool-using animal.
--Carlyle
 
Give me a lever long enough and a prop strong enough; I can single-handed move the world.
--Archimedes
 
Men have become the tools of their tools.
-- Henry David Thoreau
 
The whole time of recorded history, man has learned to use the tools at hand to their greatest possible value.
 
This was true when the tool was fire, a stone ax, an animal, a V-8 engine, or even a fragment as small as an atomic particle.
 
Today, learn to take the telephone, probably the most familiar and reliable business tool we have, and fine-tune its usage from one of basic utility for communication, to a much more spectacular instrument for commerce.
 
A pioneer in the field of telecommunications, Alexander Graham Bell was born in 1847 in Edinburgh, Scotland. He moved to Ontario, and then to the United States, settling in Boston, before beginning his career as an inventor. Throughout his life, Bell had been interested in the education of deaf people. This interest lead him to invent the microphone and, in 1876, his "electrical speech machine," which we now call a telephone helped ignite the great revolution of technology that transformed our world into today's computerized, colorized, wired, networked, mass-communicative society.
 
With all this modernization, we businessmen are challenged with developing new ways to stay ahead of our competition-- to advance, speed up, or expand markets in cheaper and better ways.
 
Men marry women because they don't expect them to change, and women always marry men expecting they can change them. Neither of them is disillusioned in their thoughts.
 
Men change according to their pace and what they want, seek.
 
Women change according to their pace and what they want, and seek.
 
It's just a matter of finding the harmony in this change, or the path of the change, that if the pair is happy with it, good-- if not-- trouble on the horizon.
 
If you're not prone to change or if you believe telemarketing is only for the Ronco "gadgets and grooming" salespeople of this world, then break out your sales costs by this type of activity.
 
It used to be if you were out of the office that meant you were selling. Today it invariably means you’re stuck in traffic at 4 bucks a gallon. And if your company is like most Fortune 500 companies, you'll find you can no longer afford to continue to physically cold-call for new business with field sales reps unless they have set appointments with pre-qualified prospects.
 
When the cost of obtaining new business with belly-to-belly.)(. selling approaches or exceeds the list price of your product/service, then a new cost effective way of doing business must be found and implemented.
 
Well-executed and very sophisticated telemarketing campaigns have been known to actually increase sales yield far in excess of 200 percent, while examples of sales productivity increases ranging anywhere from 15 percent to 45 percent, are in abundance.
 
IBM (News - Alert) predicts that over 40 percent of its sales will be through telemarketing and catalog sales by 2007. Chrysler attributed a 37 percent increase in fleet sales in 2005 to telemarketing. ADT experienced a 60 percent increase in business from just one year of telemarketing use. Time/Life Books, which just celebrated the sale of its 600 millionth book, has 16 branches and a separate division established solely for telemarketing.
The list of success stories can go on endlessly.
 
Belly-to-belly.)(. sales reps have found that efficient use of the telephone can increase their total field selling time significantly. When field sales reps use the telephone to qualify their prospects and set appointments in advance, it stands to reason that they waste less time calling on "non-prospects" and devote more time to making sales presentations to those prospects that are more likely to buy.
 
Effective use of the telephone truly helps the field sales rep. to "broaden" the day by ever-increasing productivity and reducing the cost and need for additional field sales personnel.
 
Field sales reps calling on major accounts all too often, get "locked in" to doing business with only one or two individuals or divisions of a large multi-faceted corporation, leaving many prime selling opportunities unchallenged.
 
Usually, all it takes to get an appointment with buyers in other divisions is a copy of a corporate telephone book and a phone call introducing you as a vendor who has already been approved by the buyers company.
 
Aggressive managers with national sales accounts are also finding the telephone as an effective tool in expanding both their prospects and their penetration of major accounts.
 
 
The Predictive Dialer used alone or in combination with other supporting telemarketing programs, is the single most cost-effective and time-efficient marketing tool offered.
 
When company managers first begin pondering a telemarketing program, they ask such questions as, "Why the decision to do business over the telephone?" "Won't we begin to lose business?" "Won't our competition decimate our sales efforts?” What is the true cost (ROI) of doing business in this new way with “Predictive Dialers”, as opposed to doing nothing at all?
 
Sooner or later the question becomes: "What can I do in person that I can't do over the telephone?" If they approach that last question with a totally open mind, in almost all cases they have to conclude, "Nothing!” especially when combined with web based interfaces for meeting and demonstrations.
 
"Corporate cowards" are those managers who are lacking in courage--content with the status quo and who accept their field reps continuing to pound the pavement, knocking on doors as they have since their companies were initiated. They are satisfied with the results, usually not going out on a limb to protect what they have. Such untested managers should remember that their companies and attitudes were established in a long gone era.
 
Let him that would move the world first move himself.
--Socrates
 
Quill pens have been replaced with computers, the outhouse has been replaced with modern-day plumbing, and the horse and buggy have been replaced with trucks and automobiles. The time has come for the door-to-door peddler to replace his or her sample pack with a telephone line. He is instantly inside someone’s home, getting past the front door with little or no objection.
 
***OPC-Marketing manufacturers the SpitFire Predictive brand of Telemarketing equipment.***
 

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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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