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Predictive Dialer: The Workhorse of Any Outbound Call Center

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August 21, 2010

Predictive Dialer: The Workhorse of Any Outbound Call Center

By Patrick Barnard, Group Managing Editor, TMCnet

Any organization that routinely runs outbound telemarketing, telesales or market research campaigns knows that you need a predictive dialer in order to achieve the most efficient and cost-effective campaign possible. With a predictive dialer in place, a company can save a bundle on labor costs and ensure timely completion of all outbound projects. And keeping operations lean and mean in this down economy is of utmost concern – especially in the highly competitive call center outsourcing industry.

A predictive dialer is a software application that automatically dials numbers and connects callers to sales reps or call center agents as they become available. This way, no agent sits idly waiting for call to come in – nor do they have to spend time manually dialing numbers.

What makes a predictive dialer unique is that it “predicts” the availability of the call center agent, based on average length of call, thereby optimizing the workflow. They differ from “auto dialers” in that they allow agents to interact with clients, auto-fill agent screens with client data, and update all pertinent web page or CRM based application information related to that particular client, before the next call is connected. These versatile machines are also capable of setting callbacks, reminders, deliver emails and faxes, transfer calls and perform third party verification and recordings.

OPC Marketing’s SpitFire predictive dialer is a computer based dialing system that quickly places outbound calls via database interaction using special telephone cards that connect to a variety of communication and telephone lines. Once a list is uploaded into the system it automatically “scrubs” it against the federal “do-not-call” registry, which is managed by the Federal Trade Commission (FTC) and enforced by the FTC, the Federal Communications Commission (FCC (News - Alert)), and state officials.

The predictive dialer is a no-brainer for any company engaging in telesales because it keeps sales reps continuously engaged with clients and reduces “shrinkage,” which is the amount of time reps are “on the clock” but not on the phones. And as long as the sales reps are well trained and capable, having them engage with customers for longer periods of time typically results in higher conversion rates.

To learn more about OPC Marketing’s highly versatile SpitFire predictive dialer, click here.

Patrick Barnard is a senior Web editor for TMCnet, covering call and contact center technologies. He also compiles and regularly contributes to TMCnet e-Newsletters in the areas of robotics, IT, M2M, OCS and customer interaction solutions. To read more of Patrick's articles, please visit his columnist page.

Edited by Patrick Barnard

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