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.
[Read More]
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Predictive Dialer Featured Article


June 29, 2010

Virtual Hold Receives Call Center Excellence Award: Predictive Dialer Report

By David Sims, TMCnet Contributing Editor


Virtual Hold Technology (News - Alert) has received a Call Center Excellence Award in the category of Best Technology Solutions (News - Alert) Provider from the International Quality and Productivity Center.

The award can be seen as underlining the importance of hosted outbound call centers in general.

Working in the field of virtual queuing, "VHT focuses on developing technology that helps our clients deliver consistent experiences to all of their customers,' said Mark Williams, president, VHT. 'We're honored that an organization like IQPC (News - Alert) has recognized our contribution to the call center with this award.'

The Call Center Excellence Awards honor what its officials describe as "the most innovative call center solutions and individuals over the past year. Given in eight categories, the awards are dedicated to recognizing superior thinking, creativity and execution across the full spectrum of call center functions."

Clients with a Virtual Hold product "see improvements in customer satisfaction and contact center metrics, including average speed of answer, abandon rate and service level," according to the citation. As the core of the virtual queuing, Concierge calculates and announces the estimated wait time and offers callers a choice to wait on hold or receive a callback in the same amount of time as if they'd stayed on hold.

The Concierge product holds the caller's place in line and calls them back when it's their turn, in the time promised. Other VHT products include scheduled callback, proactive notification and integration to Web, mobile and desktop devices.

Last August TMC's (News - Alert) Stefania Viscusi spoke with Erin Henochowicz, co-owner of Addison, Texas-based OPC Marketing, a provider of predictive and auto dialer software, to "find out where the buzz in predictive dialer technology currently lies."

According to Henochowicz, one of the areas where the company's predictive dialers have seen increased use is for appointment reminders and verifications.
Henochowicz said that since "no shows" cost businesses a great deal of money, using a predictive dialer to verify appointments and to confirm dates and times, can help company's to combat this possible loss and even increase their bottom line. 

David Sims is a contributing editor for TMCnet. To read more of David's articles, please visit his columnist page. He also blogs for TMCnet here.

Edited by Marisa Torrieri

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OPC Marketing Awards

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