Preview Dialing

A preview dialer presents the call information prior to placing the call. This gives the agent time to review the customer information and prepare for the call. When the rep is ready they must direct the system to place the call. If the rep wishes they can also decide not to place the call and move on to the next call.

Since the rep doesn’t know if the call will be successful the time they spend preparing may actually be wasted. As a result most preview users try to keep preparation focused on getting access to records and minor information review. What’s more the rep must deal with busy lines, disconnected lines, Fax machines and voice mail.

Information gathered from the industry and our SafeSoft Solutions user community suggests that most calling campaigns will connect to a live customer only 33% of the time. The remaining 67% will be unsuccessful. (That’s it is the reality of predictive dialers )

As a result you can expect the talk-time for preview dialing to run about 35 to 40%. Your results will vary, but these numbers are a good aggregate starting point.

Progressive dialing

A progressive dialer presents the information about the call prior to placing the call just like a preview dialer. However, the progressive dialer places the call automatically at a time delay selected by the administrator.
This forces the rep to be more efficient in preparation and improves the pace or call volume a group can achieve. However the agent still will receive the unsuccessful call attempts and their efficiency will be effected by the same issues mentioned above.
Expect a talk-time to run around 50 to 55%. Again these numbers vary by agent, time-of-day, campaign and other factors.

Predictive dialing

A predictive dialer uses a sophisticated algorithm to predict the availability of agents and balances that effort with a pacing algorithm that places multiple simultaneous calls in order to produce a “live” call when an agent becomes available.
Since the reps only deal with live customers their talk time goes up accordingly. This also allows an agent to remain focused on their task. Most reps find unsuccessful call attempts produced in the preview and predictive dialers distracting and frustrating.

With a predictive dialer you can expect talk-time to run between 75 and 80%.

The SafeSoft Promise

SafeSoft is committed to removing the investment barrier to technology adop­tion. When you implement a SafeSoft predictive dialing solution, you get a complete package - for one affordable monthly fee per seat. That includes domestic long distance and voice services like announcements and call recording. And since our products are Web-hosted, customers can simply “pay as they go”, using the service as long as they like, and stopping at anytime, with no cancellation fees or penalties of any kind. We are changing the industry by delivering the promise and power of the Internet in ways that free companies to innovate and adapt.

The AgentDialer is software package that has been designed by the best engineers of the manufacturers. It has turned out to be the best state of the art predictive dialer for you business. The best part of this software package is that it requires no expensive hardware of telecommunications because the software can make calls through internet using software like Skype, VOIP service provider thus cutting costs at the first instance. The only requirement that is needed for the call is a computer that is connected with broadband connection. But that by no means mean that you cannot use the software with other hardware of telecom in your office. The software provides complete flexibility to your office. And AgentDialer is not an expensive pick.

If required it can be downloaded easily from internet and run the installation wizard in get it installed in your computer. The whole system will hardly take 30 minutes or so to setup and unlike traditional dialers it enables the agents to work from remote corners too. If agents wish they can work from home or different country. Such functionality of the software provides greater flexibility to the software package.

Before buying or getting the software from the web, you can get the demo of it if you wish. The demo will enable you to learn and find out how the software works. This is a predictive dialer and semi automatic dialer system. If the call is answered by an answering machine it leaves a voice message that is pre-recorded of simply hangs up. When the call is answered by live person, it connects automatically the agent. A great time saving tool for all call centers! The dialing filter of the AgentDialer predictive dialer software enables one to call those numbers which are live not those which are busy or have answering machines.

I can’t understand the point that many people are trying to explain predictive dialer software. Who are using predictive dialer software? I think that lenders, banks and financial institutions, assurance companies and credit card companies. They need more efficiency in all their transactions and operations with customers and evidently predictive dialer software have been the key to accomplish this purpose. Why predictive reinvented the call center? If we take a look to the past of call center it was a pretty disorder with several phones everywhere and a lot of abandoned calls. Nowadays thanks to the amazing technology of predictive dialer software we have an intelligent and more efficient solution that is increasing the response time customer service offices interact with customers and provide responses and solutions. Old fashioned dialer methods or CRM application are part of the past and now we are part of a new era where productivity is the key of compete in a more difficult market. There are more opportunities to compete in the same way you can discover this opportunities and can face them successfully.

The main difference I can see in predictive dialer software and other methods is that it can help you to build new customer relationship through inbound automated customer service calls. It is a great advantage and business opportunity you have. On the other hand it is important that you see all that predictive dialer software can do with inbound call preparing campaigns and being a great alternative for you and your business. I think that the benefits of predictive dialer software are amazing for organization and thanks to those systems that can help business and organization to get the best of their potential.

Predictive dialer software has a wonderful potential to generate more efficient solutions for business and companies. The result of the calls is detected thanks to the predictive dialers. As matter as fact one of the most important advantages of this system is that help you to concentrate your resources in the most significant tasks in order you can increase the efficiency of all the things you want for your business. In many countries there are thousand of call centers which belong to companies from different fields such as telecommunications, computers, electronic and more.

Predictive dialers not only provide control but automation of process that couldn’t be easily done by humans but it is an important tools for many companies, large business and call centers which are assisting continuously people from everywhere and providing a high quality customer service. In this article we are going to share with you some basic advantages that forms part of the benefits your business could receive implementing predictive dialer software.

Higher efficiency even in large call centers: The efficiency will be always the great challenge of all kind business (SMB and large business). With predictive dialer software you can improve in more than 300% the efficiency of even large call centers that receive thousand of calls daily. The efficiency is the best value for many organizations and CRM for small business and no matter the efforts and strategies you have to do in order you can accomplish this difficult task. The most important value for the organization is efficiency and quality. That’s why in my personal opinion you should invest in technology that can help you to accomplish your goals in this sense.

It can predict idle agents: Idle agents are something that can severely impact the efficiency of your call center because is not using in an optimized way the human resources your have available in your call center. When you have idle agents predictive dialer software immediately detect it and forward calls in order you don’t have agent wasting time (that is money) in the company.

Increase the agent’s productivity: Agent’s productivity will increase more and more with the use of predictive dialer. Predictive dialer software is the key to increase the productivity so that you can have more satisfied customers and can get higher revenue for your business.

The efficiency of the company is impacted positively: Your company or business will get a higher efficiency in order you can be positively impacted in the future. Your company not only will be more efficient but through its own efficiency will gain a good reputation and it will attract new customers.

This tool is very cost-effective: Everybody agrees with the idea that predictive dialer software is the most cost-effective way to operate large call centers.

Better management of blended calls: You can have a better and most efficient administration of blended calls.

Avoid mistakes: You could avoid several mistakes even when you never dial to agents that aren’t in the call list. There are also spaces for more control so that your system can automatically do the dirty job for you and make your more efficient and keep a smooth relationship with customers.

Unfortunately there are too many reasons why experts are saying predictive dialer software is not the best solutions for call centers. There are also more advanced and complex systems that are overcoming predictive dialer software. For instance, I have evaluated a new application in the market named “Power Dialer” which is a tool that promises a higher efficiency, better performance and an improved accuracy. This solution in general sense is capable to increase the productivity based on a better administration of inbound and outbound calls. The dialing process is completely automated in a more wise way.

The voice message productivity is also increased with this tool (not predictive dialer solutions) and more. I personally think that probably the predictive dialer software can be improved so that can be more accurate and efficient. Predictive dialer software is widely used in many places around the world and several call centers are currently using this system. For many call-center managers predictive dialer software is a wonderful relief and the unique alternative they know to increase the productivity and assist thousand people daily as customer service support and with many kind of assistance. Predictive dialer software works in a very easy way. For instances, once it detects an outbound call, they predictive dialer software monitor its frequency and then forward live answered call to first agent who is available to received it. In other words, it makes an automatic work so that call center can receive several calls each hour.

The challenge for call-centers is always increase the efficiency and demonstrate to customers that call center is capable to make its best everyday. Since the moment predictive dialer software appears in the market they are one of the most used and popular solutions for all kind of business. Predictive dialer software is all about agents that are the people who are receiving the calls. I say that because predictive dialer software only works if there is a live person available to answer the phone. Even though there are companies that are abandoning predictive dialer software and migrating to different alternatives it continue being the most used and popular solution for call centers and customer service in general.

What it does is that it considerably cuts on the waiting time for calls and helps call center agents to achieve more efficiency. At times the call center agent can save up to an hour of productive time by using predictive dialers. For welcome messages or recurring information relegation to existing customers, predictive dialers can easily be employed. You are not only achieving cost effectiveness but reducing on the human hours spent on such calls. That to at a cost where once installed it does not require re spending. They were first developed by a company called Access Technology and have become very popular with companies.

There are predictive dialer software as well as hardware based dialers. Though more effective is to go for a stream lined solution for your needs by installing a hardware based dialer system. The general workings of it includes tasks like, automatic call distribution or interactive voice response or call recording for future reference. The whole concept works on different level of operations as for example it can free a live agent by relaying a pre-recorded voice message in terms of instructions. Or it could easily made to juggle between calls by switching to 3rd party response. Effectively your live agent is in position to take many more calls rather than keep waiting on just one call. It’s a human interface solution making sure that your company becomes more productive and is in position to take on many more calls.

Another area of it’s positive possibility is to integrate it with customer relationship service to achieve a full fledged predictive dialer software solution to your call center needs. Companies involved in Business 2 Customer servicing, it’s a much needed solution. They are through predictive dialers are in position to achieve high level of growth and customer satisfaction. There are very many sources from where you can purchase one to suit your needs.

1. Filtering databases. What the software working together with a predictive dialer does, is to quicly be able to filter the whole database of contacts from customer and potential leads, what this means is that once the agent calls a contact and the phone doesn’t work or the information provided is not correct, the predictive dialer software will actually delete and flag that contact, allowing the call center to have each day a better and more accurate database.

2. Speeding up process. With predictive dialer software agents don’t call the number they need to contact, the software actually dials the number for them. Something so basic like that, can actually improve dramatically how efficient a sales action can be, based that software will not make mistakes dialing and that will save the team more than 100 minutes in missed dialed numbers each week.

3. Inteligent thinking: Many different versions of predictive dialer solutions can detect and predictive (as it’s name suggests) the amount of time the agent needs to solve a case or call, and by giving time to the call center staff member to deal with the issue/ticket . Then the next call will be dial when the software predicts the agent is free to take the next case.

4. Cost efficiency: By allowing the agent to only call phones that are actually in used and by providing them with a more productive tool, the costs in time wasting are reduce and the sales agent can dedicate more of their time at selling. Bringing more money for a fraction of the initial investment of installing the predictive dialer software and the full equipment.

5. More productivy: This is it folks. It is all about productivity and by saving time and giving people the solution to their problems, predictive dialer becomes a weapon to reduce stress, time and tasks that simply don’t bring results. Increasing productivity and helping call centers to achieve sales, and targets.

The first point you need to know is that this applications are not cheap and not quick to get your team to adapt to them, but once you have cross that difficulties you will find out that predictive dialer applications can actually turn any team in a faster and more progressive and efficient machine.

It is all about doing the same tasks, faster, better and with a better result, and that’s when the predictive dialer systems get implaced by automatizing some tasks that simply don’t need to be done by the agent or caller.  What we want to try to achieve with predictive dialer software tools it to allowed the consultant to work mainly in what he/she is suppose to work in, instead of wasting his/her time in calls or in prunning databases from errors in the numbers dialed.

By allowing them to automaticly dial phones and to filter wrong numbers and speed to contact process, sales teams, and customer support agents will find more time to resolve issues and they will discover quickly that the percentage in their resolutions increases dramaticaly .

In the first days, you may expect some difficulty adapting to the predictive dialer software methodology, but this is just normal if you understand that every single team of your member should receive full trainning to they can take full advantage of this tools and system.

The agent will loose in averae 27 seconds looking at a new number and dialing again. So what the predictive dialer software does is to predicte somehow the behavour of the agent or caller and help him/her to avoid mistakes. This means less waste of time and more time spending in productive task.

One of the interesting points is that agents can actually use the software to dial automaticaly in a random interval of time, allowing them to have a clear cycle of call, rest, work, and call again. This creates a rhythm that is productive and helps to generate proper stadistics about the good results and the advantages of the predictive dialer software . One of the good things of predictive dialer solutions is that the sofware can be adjusted so you an decided how long you want to allowed the reciever of the call to take each call, resolve the issue and then escalete the potential problem to a resolution team. Obviously there are a lot of different sorts of applications that can work with this type of dialer software packages, you can have solutions for call centers working in support, medical, or even sales departments .

Also the key points to understand about this type of tools is the options to integrate with databases and too keep a proper record of the data for the customers thanks to the results of each call. For sure, that makes this type of solution the future for any call center any industry.

Predictive dialers also eradicate the demand to hire additional employees along allowing actual employees speak to a lot candidates in the equal measure of time. Predictive dialer users described monetary value issues affiliated keeping records over longer time periods of time. The consumer groups at the workshop simply suggested that all data be stored for three years to insure availability in the event there is an investigation or complaint. Predictive Dialers don’t keep an agent locked; they can predict the availability of the agent and accordingly communicate the call. The neology ‘Predictive dialers’ stemmed from its ability to ‘anticipate’ judicially when the agent would be available to take the call.

predictive dialer software may also comprise applied along market survey companies and debt collection services who need to contact and personally speak to a lot of people by telephone. More generally predictive dialers are now being applied as a quick and easy way to automatise altogether assorts of calls which would differently comprise made manually by a call center, such as welcome calls for new customers, client service call backs, assignment verifications/reminders, or even out because the mechanisation by large numbers of ad hoc calls that could demand to take place (such as by a taxi company, or parcel delivery service etc). Predictive Dialers increase your agents talk time and contact rates. When dialing manually over 70% of your agent?s time is wasted. Predictive dialer is specifically designed to improving call center agent productivity by reducing the agent wait time for a live connect. The predictive dialer exhibits predictive behavior when it accepts more call tries (dials) outstanding than it has agents that are already free to handle calls.

Predictive dialer software accomplishes this by forecasting how many calls need to be placed. If the predictive dialer solutions system doesn’t place enough calls, the agents will sit idle expecting for a call.

So this means in a few words that Predictive dialer can actually bring practical solutions to so many businesses interested in REALLY imporving their productivity and safe money, time and become a better and faster business.