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The Key to Running an Effective Call Center is a Predictive Dialer

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November 15, 2012

The Key to Running an Effective Call Center is a Predictive Dialer

By Mandira Srivastava, TMCnet Contributor

In recent years, telemarketing has steadily increased in all types of organizations. Touted as a highly lucrative direct marketing method, it wouldn’t be possible for these companies to promote their services and drive sales without the use of a predictive dialer.

Some of the most vital features for delivering telemarketing call center services are mentioned below.

 First, you need a CTI (News - Alert) or a computer telephony integration system that can be used to convert a computer system into a call center. An efficient CTI can manage all your incoming and outgoing communications as well as significantly increase productivity amongst the entire contact center environment.

Next, a dialer technology including either a predictive or auto dialer is necessary to contact a large amount of people in a short period of time. With a predictive dialer in place, agents can reduce idle time as well as automatically be connected to only those calls that are answered by a live person as opposed to wasting time dealing with answer machines, busy or disconnected numbers.

Additionally, a call recording system is important as it can record calls that can then be checked at a later time for quality purposes by managers. You also need a proper quality monitoring system that can be used for sales verification and validation activities that is not only easy to use but extremely intuitive.

Companies like SpitFire power an innovative dialer solution that offers users capabilities such as preamble messaging, text-to-speech and APIs.

With the text-to-speech feature, customers can easily personalize each message to include the customer’s name, date, time and dollar amount; up to eight different text-to-speech insertions are currently present within this technology. All this vital data is sent directly to the agent’s screen when the call is transferred to further the relationship and make it much more intimate.

Further, APIs can be leveraged within the predictive dialer to import, change and delete customer records in the dialer automatically.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida.  Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.



Edited by Jamie Epstein

Technology Marketing Corporation

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