Predictive Dialing
Lets face it, time is money, and if you are using an out-dated auto-dialer system, it is time to up-date to hi-tech predictive dialer. This new technology is like a dialing choreographer, the predictive dialer uses algorithms to adjust the flow of calls being answered to the amount of agents available to take the call. No more agents just sitting and waiting for a call to go through, the predictive dialer automatically directs answered calls to the next available agent.
This new technology has the ability to detect and monitor the way a call is answered, unanswered calls go back into the system to be recalled later, then if call goes through but is picked up by a fax machine or other automated device they are taken out of the systems dialing rotation. Only calls picked up by a real person goes through. This allows agents to spend more time communicating with real people, rather than listening to ring tones. The increased amount of time an agent can spend communicating with clients can be dramatic, going from just twenty minutes of talk time an hour to almost fifty. This can lead to double the productivity. The predictive dialer works well even if the dialing list is of a low quality, as it has the ability to weed out bad connects quickly. This can further lower the cost spent on the more premium call lists.
Although the automated predictive dialer is a great way for the telemarketing companies to reach a large amount of potential customers with ease, it is also an important way for non-profit companies and corporations to reach the masses. Census and survey companies are able to use the predictive dialer system to target a predetermined geographical area for surveys and census reports. This allows them to collect more usable data to work with in a shorter period of time. Credit and debt collection agencies are able to use predictive dialer technology systems with great effectiveness to contact customers to remind them of past due bills, or to leave a message for them to call the company. Large health care clinics save the time it would take office staff to call patients and remind them of up and coming appointments they may have, or to notify a patient to call when lab results are available. Predictive dialing system technology has become so advanced; the technology is making it easier to contact specific people with more detailed information or instructions.
With the progress of technology, and the need for specific types of predictive dialer has evolved to meet that need. Depending on the task the user wants there are specific types of predictive dialer software or hosting to cover most needs. Since the integration of the phone and computer, and in the recent years different types, software, hardware, smart dialer, and host dialer.
Most predictive dialers that have emerged consists of similar hardware like, voice modems, and advanced software that is able to detect answering machines, and the progress of calls made. The lower cost of ownership make the predictive dialer desirable, but it has limitations. "Smart" predictive dialers combine voice broadcasting over the Internet to attendant phone agents. Hosted, is a third party service that uses sophisticated software to connect clients.
Soft dialers or software only dialers use a link over the internet to track the progress of the calls, it can also be used for messaging, This type of predictive dialer is often less expensive due to there is no cost costly telephone equipment. The draw back to this system is that you may loose out on functions you would get with a "hard dialer", like answering machine detection and voice recognition technology. This system is connected via software dialer to a PBX (private telephone exchange) and often requires a pricey classification card.
Hard dialers require two phone connections, and a dedicated phone board to track call progress. This type system requires a procedure to log in that keep the session open; the second line is available for out going calls. This system goes through a switch to get the next available agent. Hard dialers are expensive to maintain.
The smart answering system is similar to the first two with the addition of an answering system that answers a call after it has dialed it. This type then plays a message, and gives the person called the option to talk to an agent if they are interested in the product or service that is offered. This system is good for the telemarketer, in that they only talk to a customer that is interested in a product or service.
Hosted predictive dialers or virtual dialer is an online application that is hosted by a third party. By far the most economical of the predictive dialers. This system gives the individual as well as an organization the ability to have a predictive dialer. The only requirements are a computer and an Internet connection. The benefits of a hosted Predictive dialer far out way its cost. It is as easy as downloading the application. You only pay a monthly fee for a service that is available 24-7. Your agents can be located anywhere in the world. With a hosted service you never have to pay for additional up-grades of software hardware. You will have the ability to manage multiple campaigns in real time, and assign or remove agents at any time. With detailed reports delivered in real time, you have the ability to track campaigns in real time. In this report we have tried to give you the most information possible, so you would have the ability to make an informed decision on predictive dialers. Technology has come along way in a short period of time, new advancements are just around the corner, and the cost of up dates won't be cheap. Online predictive dialer hosting is the technological future of prospecting clients.
|
