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Hybrid Dialers Enhance Call Center Efficiency

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November 06, 2008

Hybrid Dialers Enhance Call Center Efficiency

By Michelle Robart, TMCnet Editor

You’ve heard about hybrid cars, but what about hybrid auto dialers? A relatively new term, the hybrid dialer became popular in call centers in late 2006.
This computer-based dialing system quickly places outbound calls via database interaction using special telephone cards the connect communication and telephone lines.
Manufacturing SPITFIRE brand Predictive Dialers and AutoDialer solutions for businesses, OPC Marketing offers its own HYBRID Dialer that automatically makes outbound calls from a pre-loaded database list of numbers on a single line or multiple line cards.

The SpitFire predictive dialer computer finds the person needed to be called, dials their number, waits for them answer, and then passes the call on to an available agent. The dialer is smart enough to prevent non-productive calls from reaching the agent. Since the agent doesn't have to deal with busy signals, answering machines, network messages, and "no answers," they are able to take one call after another.
SpitFire HYBRID Dialers are becoming more popular thanks to their ability to significantly increase the efficiency of an agent team by removing the dead time between calls.
The HYBRID operates as either an AutoDialer, making calls using a pre-recorded message, or a Predictive Dialer, which connects callers to a live person with outbound dialing depending on the current dialing campaign. This is where the HYBRID dialer got its name, since it can do both types of dialing.
The “HYBRID” Predictive dialer capability allows users to dial down the amount or increase their call volume depending on how long it takes for an agent to complete a live call. The SpitFite HYBRID works by predicting how long it will take for an agent to be available to take the next incoming call.
The length of each call time will most likely vary each day based on a campaign’s pitch length, product information, and the amount of agents or staff currently free.
The HYBRID PRO version allows businesses to use a large, fast database from MySQL, the world’s most popular open source database. These lists are compared with the “Do-not-call” Federal dataset a business imports a call list into HYBRID.
The DNC registry is controlled by the Federal Trade Commission (FTC (News - Alert)), the nation’s consumer protection agency. The Federal DNC requires businesses to register in order to receive the downloaded list and may request certain fees be paid and ask for company information.

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

Edited by Michelle Robart

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