OPC's Predictive Dialer Channel. The Benefits of a Predictive Dialer?

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 agent’s 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

This Predictive dialer Channel at TMCnet is written for call center professionals. CALL 800-859 -5924 or 972-267-3279. Contact OPC for a free demo.

What Are Predictive Dialers? On a very basic level, predictive dialers automate the total outbound dialing process.

This technology converts the manual dialing process agents were responsible for and automates it within a computer with specialized software.

The predictive dialing computer selects the person to be called, dials the number, waits for a human response, and only passes a call to an available agent when it connects with a human voice.

The dialer has the programmed intelligence to prevent non-productive calls from reaching the agent.

Since the agent doesn't have to deal with busy signals, answering machines, network messages, and "no answers," he is freed up to take one "ready" call after another.

The main reason for the increasing popularity of predictive dialers is their ability to dramatically increase the efficiency of your agent team by eliminating the dead time between calls. If you're just learning about predictive dialers, you should know that this technology goes by a variety of other names. Included among these interchangeable names are the following: automated telemarketing system, outbound contact management system, and automated dialing.

To keep things simple, we will use the term predictive dialer throughout this channel.

What Are Related Definitions That You Should Know? Related definitions that you should know as you increase your understanding of predictive dialers include:

• Agent: telephone professional to whom a predictive dialer sends the ready call.

• Anticipatory dialing: the system that uses the statistics from an agent to "anticipate" when that agent will be ready for his/her next call. Predictive dialing, on the other hand, averages talk times across a group of agents.

• Auto dialer: the "low cost relative" of the predictive dialer. It can screen out busy signals, "no answers," fax machines, answering machines, voice mail, and all other types of non- revenue calls, but normally pays little regard to the number of accounts being placed in hold queues. See our line of SpitFireX Autodialers.

• Computer: any PC, mini-mainframe, or mainframe device used to store or sort data.

• Dialer: generic term for any computer-driven device that places outbound calls and connects the answered calls to an agent or operator.

• Overdials: when a dialer dials aggressively to the point that it receives more answered phone calls than there are agents to take those calls.

• Power dialing: the same definition as auto dialer.

• Preview dialing: a feature of the more robust dialers that gives you the option to display account information and/or the telephone number on the screen before the call is made.

• Switch: PBX or other device to allocate phone lines to and from agents or the dialer.

• Trunk pooling: the ability to acquire multiple lines from various inbound or outbound groups.

• Voice system: the ability to play digitized messages and in some cases route calls based on user input.

How Do Predictive Dialers Work?

Typical predictive dialer systems are made up of a dialer engine, server, database, printer, modem, agent workstations and a telephone system with 1.5-2.5 phone lines per agent.

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, and

6) the average length of time agents require to wrap up after a call.

The dialers place more outbound calls into the network than there are agents available to handle them if they are not all productive connects.

Sometimes the dialer predicts incorrectly. When there are fewer failed attempts than anticipated, the called party will pick up the phone call and not be connected to an agent because there are none available. OPC's SpitFire® Predictive is well known for predicting correctly and is known as a true predictive dialer. Beware of imitations.

In this case, the dialer automatically disconnects the call, or some dialers play messages instructing the party to hold the line for the next available operator, or as in SpitFires' case, you can leave the Agent a message. If people are leaving messages that means you are either selling or you need to look at your call ratio setting for improving you campaign. CALL 800-859 -5924 or 972-267-3279. Contact OPC.

YOUR REQUIREMENTS & SPITFIRE'S BENEFITS

To get the most out of your predictive dialer system, you must provide a clear game plan of your dialing requirements to the predictive dialer merchant. If you’ve never used a predictive dialer before as opposed to a seasoned veteran of call center predictive dialers, your needs may not be known at this stage.

From the start of your relationship with a predictive dialer vendor, your knowledge of your business goals is more essential than is your knowledge of computers and telephony.

Telephony originally meaning voice (analog) communication by telephone (land line), this term has come to encompass virtually all of telecommunications, today because virtually all of telecommunications can be done over or while connected to a telephone line.

Unlike some other call center equipment, you must manage the predictive dialer technology to address your specific needs, rather than have your business conform to the dialer technology.

Don’t let your vendor try to over-sell or under sell you as not to address your specific needs and future requirements.

A predictive dialer system when managed correctly, the results are surprising.

CALL 800-859 -5924 or 972-267-3279. Contact OPC.

SPITFIRE'S PRODUCTIVITY GAINS

As the following illustrations show, manual dialing typically results in, on average, 16 minutes of agent talk time per hour. The predictive dialer has the potential to more than double the customer contacts per hour per agent. For more information, on OPC Marketing’s line of predictive dialers visit: http://opc-marketing.com/tmc_spitfirepredictive.htm

Figure 1. The productivity impact of a predictive dialer

It's up to you to decide where you want your organization to be tomorrow and how to drive this business improvement process. You will also make your mind up how you want to use this convenient, informative easy-to-read TMC predictive dialer channel.

We will be updating these columns with the most relevant predictive and call center topics, or you can select only topics that address the current needs of your organization. With the help of this site combined with your knowledge of your organization's needs, you will be equipped to make informed decisions that will unleash your predictive dialer's full potential.

Congratulations on your decision to maximize your call center's potential. A true predictive dialer is the cornerstone of your success.

We hope OPC’s predictive dialer channel and website provides you with the answers you need to select the right predictive dialer, the right predictive dialer merchant—and optimize your outbound calls—to meet your organization's needs and provide a framework for the successful integration into your current operation.

The predictable results will surely be a high point in your organization's history, as well as in your career in call center leadership.

Contact OPC.

MAXIMISE YOUR POTENTIAL WITH SPITFIRE'S TECHNOLOGY

Talk live via chat with Steve, Mike or Jim at OPC. Or fill out this important form [click here], and then we will schedule a complete demo on how this SpitFireX AutoDialer and Predictive Dialers are so easy and convenient to use for so many mission critical applications.

Call Center Technology tool like this has never been easier to own.

Can we show you how many ways the SpitFireX AutoDialer or Predictive Dialer PRO, can be used in your organization?

So easy, a 10 year old can autodial, even your “President” can operate the SpitFireX AutoDialer.

We are also signing up resellers to distribute SpitFireX AutoDialer and Predictive Dialer telephone equipment to sell these important tools for any type of Call Center Technology.

The most progressive Call Center and Business Service Tools come from OPC Marketing.

Order SpitFireX AutoDialer or Predictive Dialer PRO now with MySQL(INCLUDED IN SPX Pro AND SPD Pro)- Today. WE'VE DONE ALL THE INSTALLATION AND CONFIGURATION FOR YOU! You will be able to start dialing the day the server is delivered. We made it so easy for you to setup SpitFire, just unpack plug it in to power and communication lines and your ready to go. Just load your list and start dialing.

Take a moment to fill out the CONTACT OPC form or call the friendly people at OPC-Marketing and we’ll get started with this exciting Call Center Technology today! Click on any of our LIVE CHAT Operator Links IN THE SPACE ABOVE.

Let's Talk. Talk live via chat Now. Can I invite you to CHAT?

-- Mike Henochowicz
OPC's President

 

DOWNLOAD THE SPITFIRE® PREDICTIVE DIALER FEATURES BROCHURE This handy list show the features of SpitFire® Predictive and SpitFire® Predictive PRO. The SpitFire® predictive dialer computer selects the person to be called, dials the number, waits for a human response, and passes a live call when it connects with a human voice. The dialer has the programmed intelligence to prevent non-productive calls from wasting the Agent's call time. The main reason for the increasing popularity of SpitFire’s Predictive Dialers is their ability to dramatically increase the efficiency of your sales campaigns and customer support by targeting messages to only live customers. Larger SpitFire® Systems can manage many campaigns both for outbound and inbound calling. Let's discuss your requirements so we can transform how you do business [Download] This document is a .PDF and is viewable in Acrobat Reader. You can download and install this free software from Adobe Acrobat reader [Download], or Contact OPC.

DOWNLOAD THE SPITFIRE® PREDICTIVE BROCHURE On a very basic level, OPC’s SpitFire® Predictive Dialer automates the total outbound dialing process. This technology converts the manual dialing process agents were responsible for and automates it within a powerful computer with specialized software. The SpitFire® predictive dialer computer selects the person to be called, dials the number, waits for a human response, and passes a call on to an available agent line when it connects with a human voice. The dialer has the programmed intelligence to prevent non-productive calls from reaching the agent. Since the agent doesn't have to deal with busy signals, answering machines*, network messages, and "no answers," they are freed-up to take one "ready" call after another. The main reason for the increasing popularity of SpitFire’s Predictive Dialers is their ability to dramatically increase the efficiency of your agent team by eliminating the dead time between calls. [Download] This document is a .PDF and is viewable in Acrobat Reader. You can download and install this free software from Adobe Acrobat reader [Download], or Contact OPC.

ADD ON TO YOUR SPITFIRE® SYSTEM

OPC offers may beneficial Add-Ons including methods to monitor and record Telephone calls. Always seek legal council in your area or areas you intend to market in for any clarification or issues you may face in recording phone calls. OPC Marketing is not a legal council firm and does not give any legal advice. Use of this page constitutes that agreement. Call Monitoring Monitor calls discretely. Join call if needed. The 24-Station Monitoring Unit allows supervisors to monitor, train, motivate, even assist sales personnel, customer service staff or telemarketing representatives without disrupting the activity at their work station $995 24 Stations.

$99 Single Station Single Station Monitoring Headset Connector. Walk up to any agent station, then just plug in and listen to the conversation, or even join in! Contact OPC.

Oaisys Call Recorder call for pricing For HIPAA Requirements there is no better system to install. Your calls are a vital component of your business. OAISYS Tracer empowers you with maximum insight into every call easily using a web based interface. OPC's Tracer automatically records, stores and organizes telephone conversations in a central, secure server. Using a variety of audio connections, telephone system integration and recording triggers, you can target those conversations that have lasting impact on your business. Taking advantage of its Call Monitor option, you can selectively listen to calls as they happen. Just choose from a view of active telephone calls both by outside party and internal telephone extension.

DATABASE AND MARKETING LISTS

All organizations with more than a couple of hundred customers must track information about people including who, what, where, when, why, event attendees, who might or who might support their programs and services. Managing this information is crucial for new sales, order fulfillment, marketing campaigns and more.

A database allows you to manage and use an incredible variety of information easily. Databases are easy to set-up, easy to manipulate and easy to use.

DO YOU NEED A DATABASE OR MARKETING LIST?
OPC Marketing sells and maintains hundreds of thousands of current records. Just email us what you're looking for. We also sell Zip Code areas as well as United States - state lists. For more information about these marketing lists Contact OPC.

Custom Contact Lists and Databases Contact OPC for your list and database needs. Limited Time Offer! 5 Area Codes or 5 Counties Custom Contact List and Database: OPC's Custom Contact List and Database $499. Five Area Codes (or 5 Counties) sorted by Area Code OR Select: OPC's Custom Contact List and Database $744 Five Area Codes (or 5 Counties) sorted by Zip Code. Learn more about the importance of great data at OPC's Database page.

Custom Contact List and Database Entire State! USA only OPC's Custom State Contact List and Database $795 (Whole State unsorted) OPC's Custom State Contact List and Database $795 (Whole State) OR Select: OPC's Custom State Contact List and Database $895 (Sorted by Area Code) OPC's Custom State Contact List and Database $895 Sorted by Area Code OR Select: OPC's Custom State Contact List and Database $995 (Sorted by Zip Code) OPC's Custom State Contact List and Database $995 Sorted by Zip Code Contact OPC

These are FRESHEST POSSSIBLE LEADS* Pulled When You Order! No Duplicates! Homeowners, Apartment Dwellers, All Residences or Businesses Do Not Call List Scrubber10-Mile Radius only $199 Each additional mile only $15 (Sorted by Zip Code) or 1 Area Code only $149 2 Area Codes only $248 5 Area Codes only $499 additional Area Codes only $99 (sort by Zip Code, $49 per Area Code) or 20 Zip Codes only $199 Includes Full Name, Full Address, Phone Number and Company Name (if applicable)! NO DUPLICATES! Pick the geographical area you desire! Contact OPC

DEMOS...

SpitFire® Predictive Dialer demonstrations are available to interested buyers delivered directly to your office PC. Once we receive your contact details we will contact you to arrange a mutually convenient time to show you just how easy it is to use, own and setup your new SpitFire® Predictive dialing system. Make sure you have every important decision maker present so all your questions can be answered. Demos are available from Monday thru Friday during regular business hours. If we get your contact details after hours we will contact you the next business day. Please email us your First and Last Name, Your Business address and telephone number, the best time to contact you and which OPC Product you'd like to have the demonstration on. Several of our sales staff are ready to assist you in this process. Sign up for a DEMO or call 800-859-5924.

Download our Call Center Ideas - Desktop Messenger and receive new tips every week that are guaranteed to help you save thousands on your Call Center Operations every year!

DOWNLOAD OUR CALL CENTER IDEAS - NOW!

 

SPD ONLINE VIDEOS...

Coming Soon.

SCREENSHOTS...

Follow the links below to see SpitFire's easy to use Interface.

The Bold face type links are currently posted items. We are developing more screens on the rest of the software suite to be posted soon.

Contact OPC or Call 800-859-5924 or 972-267-3279.