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Spitfire's Add-Ons Related to Predictive Dialers Explained

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April 29, 2011

Spitfire's Add-Ons Related to Predictive Dialers Explained

By David Sims, TMCnet Contributing Editor

Spitfire, a leader in predictive dialers, offers many add-ons that are related to its predictive dialers systems.

The SpitFire SPBX Private Branch Exchange works as a heads up display. This screen is the initial start-up screen that is displayed after an agent clicks on the on the program icon or HUD. It can also be set to start up automatically at the computer's boot to launch the SPBX software suite. SPBX is described by SpitFire officials as easy to set up and use.

The company also offers a nice selection of headsets including: binaural, monaural, voice tube, sound tube, wireless headsets and headset systems. Headsets, especially wireless ones, help to greatly increase productivity, improve agent comfort, and reduce workplace injuries caused by long-term use of telephone handsets, according to company officials.

Spitfire also offers amplifiers to help control an agent’s handset or headset connected to various items in the call center. The amplifier receives and transmits volume and tone using controls, where outbound sound can be silenced using the mute switch. Some models allow additional headsets to be attached for supervisory or agent training applications.

Call monitoring capabilities are also offered as an add-on for the predictive dialer. New technologies make it easier for employers to monitor their employees' performance, and currently such monitoring is mostly unregulated. Therefore, unless company policy specifically states otherwise, call center managers may listen, watch and read most of the workplace communications -- and do: A majority of employers monitor their employees, according to recent surveys cited by Spitfire officials.

Last month TMC’s Jamie Epstein wrote that SpitFire’s predictive dialer system “has the ability to know when agents will finish the first call they have made, and the system will automatically dial another phone number while agents are still talking to previous customers.”

The phone call is then passed to an agent instantly after a customer picks up the phone. Predictive Dialers can organize leads in a great way. The first time a number has been called, it will remember what time the call happened, the outcome of the call, and will not call the customer again unless previously determined.

 If the customer asks not to be called again, the agent can click the do not call option, and the dialer will add it to the company’s do-not-call list so that it can't be called again in that campaign, or ever again in any circumstance.

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 Jamie Epstein

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