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Predictive Dialer Provider Offers Many Support Options for Users

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October 15, 2009

Predictive Dialer Provider Offers Many Support Options for Users

By Kelly McGuire, TMCnet Editor

Predictive dialer manufacturer, OPC Marketing’s flagship product, the SpitFire predictive dialer, is a high demanded industry application that offers computer-based dialing for call centers looking to maximize on their products. 

For customer relationship management, or “CRM,” industry folk, OPC software’s ability to place outbound calls through a database interaction using specific phone cards to transport information creates a constant communication flow between a sales agent and a customer.

But, what happens when an error occurs within an OPC system?

According to OPC officials, the company’s technical support team makes every effort to provide its software users with support. In order to ensure that every customers has the appropriate in depth knowledge to handle as much technical and maintenance issues on their own, OPC offers daily training workshops where customers can call in and have a tutorial of their specific OPC product. 

OPC officials recommend that any personnel working with any SpitFire system, network or PBX (News - Alert) interface undergoes the training process in order to familiarize themselves with any and all OPC products. And, since all SpitFite products require internet connectivity, predictive dialer customers must have the server and agent stations set up and on a LAN prior to training.

However, training is not the only way OPC helps their customers solve any technical difficulties. 

On the company’s Web site, any OPC predictive dialer user can bring its issues to a list of possible outcomes on a specific Web page within the company’s site. Here, predictive dialer users can find answers to questions ranging from “How does Agent 3-Way calling work?” to solving problems along the lines of “The agents have a "hollow sound" but are not hearing the customers in their headsets.” 

And, without the need to call up a live agent and wait for a turn to discuss an issue, visiting the company’s Web site has over 15 different issues or questions and how to solve them for its predictive dialer product, which saves time and increases productivity. 

In addition to the list of questions and answers, as well as the training offers, OPC’s support Web pages offer everything from how-to’s of setting up a system to converting your predictive dialer adapter. 

With these troubleshooting, training and tech support abilities, call centers and users that have been more apprehensive in the past about branching out and using new software can be at ease with OPC’s all around customer service.

Kelly McGuire is a TMCnet Editor. To read more of her articles, please visit her columnist page.

Edited by Kelly McGuire

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