Predictive Dialer Featured Article

Insurance Telemarketing Gets Easier with the Predictive Dialer



Competition in the insurance and financial industries continues to climb, it’s becoming more and more essential that carriers and agents offer services that satisfy the policy holder’s needs and keep them interested.
 
With so many offers and promises for the best rates and solutions, it becomes important for carriers to focus on the processes and solutions that will give them a leading advantage over their competitors. Focusing on the customer and delivering services that are faster, more personalized and done at a much more efficient pace, is key.

 
The Insurance Agencies call center is usually the first and main contact point for clients; it becomes critical that systems for contacting more people in a more productive way and improved management of overall offerings are optimal. Especially since Agencies offerings today cross over into so many financial arenas-- life, accident, health, IRA’s, stocks and bonds and more.
 
Predictive dialers incorporate a computerized dialing system using software algorithms that help to increase and manage the opportunity for sales, since many more live contacts are able to be called automatically than those agents who manually dial from a possibly out-dated list or one which has not been checked against the National Do-Not-Call list, can dial.
 
With the technology included in a predictive dialer, and faster more organized computerized dialing, campaigns can become successful, even optimizing sales pitches through personalization and on screen scripts to further drive the call centers efforts to fill real client needs.
 
The predictive dialer truly eliminates “dead” time associated with the need to dial manually, and gives agents in the insurance industry more time to talk with “live” prospects and increase their opportunities for a financial product fit resulting in a sale..
 
OPC Marketing's award winning SpitFire predictive dialer solutions make it easier for agents to successfully and efficiently communicate with clients, regardless of the specific campaign they are associated with. According to the company, statistics show an increase in sales as much as 400 percent using SpitFire predictive dialer technology. Remember how long it used to take to dial 100 people manually?
 
Since SpitFire is easy to use it eliminates training time on the various systems and information once required to call clients for separate needs. Instead, the process becomes a much easier task with the predictive dialer solution in place as agents need only load up the sales pitch that corresponds with the campaign as well as a calling list, and a screen with the information they need for the call pops up, ready to use. If it is a list of existing customers, then the Do-Not-Call restrictions do not apply. If it is a new list of prospects it will automatically be cleared (aka scrubbed) of anyone who may have joined this list upon list import.
 
When those in the insurance industry pair their call center with a predictive dialer solution, processes become much easier and efficient and the competitive advantage required to take lead in the increasingly competitive marketplace becomes possible.
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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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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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