Predictive Dialing is the process that automates the handling of failed calls. Sounds simple enough until you read the stats. It is noted that on an average, for every one hundred calls dialed manually, only fourteen will be connected to the right person. So what happens to the rest of the calls?
Out of a hundred,
Twenty five will ring but will get no reply.
Ten will get the busy tone.
Thirty will be directed to an answering machine.
Five will receive a recorded message from the telephone company.
Fourteen will be answered but not by the intended person.
Two will be fax or modems.
From these figures, it isn’t hard to deduce that dialing manually needs some action to be taken on all of the failed calls, even if only to make a note of the number for a call back later on. This is bound to be a tedious task, especially if handed over to a single person to perform. To ensure high efficiency and low risk of human error, we use Predictive Dialer Software. It not only allows the automation of handling of failed calls but also works to enhance an organization’s outbound and inbound operations.
While cost benefits are a huge incentive for many organizations. Potential productivity gain is also quite often enough to convince them into adopting the Predictive Dialing Technology. The financial benefits are more prominent in the collections and telemarketing departments where the math is obvious.
Apart from the cost, there are other benefits that are less easily quantifiable, but equally viable.
The strategy for dealing with each type of failure and the relevant follow up action is set by a campaign supervisor and can be modified as the campaign progresses. Based on the above figures, it is safe to say that productivity improvements of 300 to 400 percent (and above) are easily achievable with payback periods measured in months, not years.
A host computer provides the Predictive Dialer with lists of telephone numbers to be called, together with basic information on the customer. The dialer dials the outgoing calls, striving to always have a call answered as an agent becomes available to take the call. As a call is answered, the dialer connects the telephone call to the agent headset and displays customer information on the agent’s screen. This instantaneous synchronization of voice and data is often referred to as Screen Popping. The information displayed can vary between simple customer information to a collection of scripts that enable an agent to structure the entire conversation.
Advanced Predictive Dialer aka Call Management System employ easy-to use GUI’s to monitor and control dialer operations. One of the more critical tasks of the control operations is the ability to manage the pace at which the predictive dialer will place calls.
Even the casual observer can appreciate that Predictive Dialing is a productivity tool that can enhance not just an organization’s outbound processes but inbound as well. Predictive Dialer deserves close examination and consideration by organizations that want to establish and build efficient, effective relationships with their customers while enhancing bottom-line results.
Teckinfo’s InterDialog Dialer i.e. an automated dialer works not only as Predictive Dialer but also the Preview Dialer, Power Dialer & Progressive dialer based on the requirements of the process. Teckinfo has now boosted this solution and introduces the new and improved InterDialog Dialer. This solution now works more intelligently and independently than its previous version. It not only ensures high utilization of the agents and runs various algorithms but also runs various types of algorithms, such as Time and Day based attempt, Number based attempt and Maximum attempts, for advanced dialing, to ensure maximum percentage of answered calls. The new Dialer also has a massive CRM repository, Time Zone sensitivity and aids cost cutting by features like Least Cost Routing. The upgraded InterDialog Dialer will integrate with the existing organisational system with close to no effort and improve, by a large margin, the way the customers are engaged for organisational campaigns.
Written by D. Yuvaraaj, Teckinfo Solutions Pvt. Ltd.
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