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Predictive Dialers Reinvent the Call Center

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October 02, 2008

Predictive Dialers Reinvent the Call Center

By Michelle Robart, TMCnet Editor

For modern telemarketing, OPC Marketing’s SpitFire predictive dialers (SPD) enhance productivity because they automatically place calls and connect agents only when it encounters a live person on the line – enhancing Agent talk time previously wasted on busy signals, wrong or disconnected numbers, and answering machines using a manual dialing process.

OPC Marketing’s SpitFireX autodialer technology (SPX) announces a company's presence and creates sales with targeted voice broadcasting for marketing at an affordable price. With great relaxed messaging, (your recording objective is to create a message of talking to your best friend) it targets the consumer in a one-on-one fashion and reports its success rate in live stats, or outputs campaign reports resulting in increased sales and product information.
The predictive dialer system is different from other old fashioned selling methods in that a computer-based dialer is used to place calls automatically. The SpitFire Call Center Software is given a long list of contacts (100 percent text-based – you import easily into your campaign), which it then automatically dials. Once connected to a live person, a scripted message is on the Agents screen, next to the customer record details.
Predictive dialer systems are most commonly used by lenders, credit card companies, collection agents, and other similar organizations with high call volumes. The system can support one Agent; the most popular ones have 16 agents and can be expanded to include any size and number of dialers and database servers daisy chained together.
With automated dialers, buyers and prospects can be called quickly, effectively and inexpensively. Many telemarketing companies have observed that the lowered costs and fewer mistakes inherent to this automatic method can help create highly profitable inbound and outbound telemarketing campaigns.
Dialers often employ some type of interactive voice response (IVR) technology or interaction between the system and the customer selecting choices by using the telephones numeric keypad to make choices. This IVR business call logic is built into the Software suite. You can use a predefined script – several are included for 99 percent of all possible needs, or you can easily customize them to your needs.
Without an IVR-based inbound call process, affordable and effective telemarketing services would not be possible. IVR works to enable prospective customers to interact with customer service choices to interact with pre-recorded messages, selecting recurring tasks without paid Agents to direct them.
Another great advantage to using AutoDialers with IVR is that the inbound IVR can be applied to a wide range of situations, including inbound telemarketing, customer surveys, help desk, and even disaster backup. The IVR can also ask callers for more information and then document those successful calls into a database as part of a telemarketing lead generation campaign. It's even possible for the IVR to save the callers' voice message and then transfer those to telemarketers around the world or local agents when they become available. This lets a telemarketing company offer the best of both automated and live agent telemarketing.
What really differentiates AutoDialers from other phone systems is that they make building new and existing customer relationships, particularly on the inbound automated customer service calls, easier and less labor-intensive.
Agents can take orders with other customers, and the SpitFireX AutoDialers can deliver both inbound and outbound voice messages to businesses and consumers lining up the next sale or solving customer issues.
The most important part of any successful business’s call center is the ability to deliver cost effective messages about the end product or service. SpitFireX AutoDialers are one of the most cost-effective ways for budget minded marketers to promote a product or service to customers. With the cost effective tools and the ability to efficiently deliver a product or service message, businesses will experience an increase in revenue and worker productivity regardless of economic forecasting from the pundants. There is a hot market out there, getting there is easier with dialing technology.
OPC Marketing is the Owner, Developer and Manufacturer of SpitFire Predictive Dialer and SpitFireX Autodialer Software. Owned and operated by Michael Henochowicz, the co-founder of CompUSA, the largest technology superstore chain in the world – now owned by TigerDirect, OPC Marketing maintains its position as the top full-service automated marketing, predictive dialing, predictive dialer, autodialing, autodialer, broadcasting telephony, auto dialing, auto dialer, CRM software, call center software for inbound telemarketing or outbound telemarketing in the USA, UK, Canada, Mexico, Philippines European Union, South America, Asia and Africa.

Michelle Robart is a contributing editor for TMCnet. To read more of Michelle's articles, please visit her columnist page.

Edited by Michelle Robart

Technology Marketing Corporation

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