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The Benefits of Predictive Dialers

TMCnews Featured Article

May 16, 2008

The Benefits of Predictive Dialers

By Susan J. Campbell, TMCnet Contributing Editor

Predictive dialers have been used in contact and call centers around the world for quite some time as they provide significant advantages in productivity. For those that have yet to implement such technology, consider what is missing in your call or contact center.

First, a robust predictive dialer system will dial out another phone line while an agent is finishing a call with a customer. The phone line is instantly passed to another waiting agent when the customer picks up the phone. Considering that it takes 30 seconds to manually dial a number and let it ring four times, this capability saves 30 seconds for each customer that is called that day.

Predictive dialer technology has been shown to improve agent productivity by 150 percent to 400 percent as it allows the agent to talk to at least two people in the same time it takes to manually dial and reach one person.

Second, predictive dialers contribute to savings in management time. These solutions can maintain Do Not Call lists, organize data such as sales, leads, call-backs, etc. Such information can assist agents when deciding the best times of day to call, finding the best lead and pitch and more. Once a number of called, the application will remember what time the call was placed, outcome of the call and will not call the customer again until asked to do so.

Third, a predictive dialer can provide follow-up management. If a customer requests that they not be called again, the agent has the ability to select the disposition code of Do Not Call and the dialer will add it to the local Do Not Call list to prevent future calls.

If the customer requests a call back, the agent can select the time for the call to be made. At the pre-selected time, the system will display the customer information as well as any relevant notes.

Finally, a predictive dialer can provide real-time feedback and a manager can monitor calls to maintain optimal performance and productivity. Real-time displays provide information about inbound queues, current status and statistics, dialer statistics, and list performance.

SpitFire Predictive Dialer is one predictive dialer system that is designed to meet the needs of today’s contact center. By focusing on maximum productivity and efficiency, the solution helps to drive demand for its application within the center.

If your call or contact center is not currently experiencing these benefits, it is time to investigate predictive dialer technology and how easy it is to implement within your environment.
For more, check out the Predictive Dialer channel on TMCnet.
Susan J. Campbell is a contributing editor for TMC (News - Alert) and has also written for Market Drive News. To see more of her articles, please visit Susan J. Campbell’s columnist page.

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