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Automatic Dialers: Demand Dialer Or Predictive Dialer

Automatic demand dialers are not only a more cost effective method of contacting current or potential customers, but has a higher success rate in agent sales. One of our studies compared two groups of agents. One group used a predictive dialer while the other used a demand dialer. There were 30 agents assigned to the predictive dialer while just 8 used the automatic demand dialer. This comparison was studied and reviewed over a one year period of time. The smaller group of agents using the demand dialer generated more sales than the larger group 80% of the time. Not only did this group generate more sales, but operated at a significantly lower overhead cost to the company.

Predictive dialers generally dial 1½ to 2 calls per available agent. When the call is connected, it is transferred to an available agent. If no agent is available, the customer must listen to a law required recorded message of some sort. The majority of customers will hang up and not wait for an agent to become available. You have not only paid for that unsuccessful phone call, you have irritated the customer as well. This all too common negative encounter with existing or potential customers is eliminated using automatic demand dialers. Hardware and telephone usage costs are also significantly reduced. Some features you should look for in a demand dialer are:

1- It should be easy to setup and use

2- It should be customizable to your specific 3- It should be customizable to your specific needs

4- Agents / Users can work from anywhere there is a telephone

5- It should include client software for complete call and order processing

6- Customizable call dispositions

7- User Defined output fields

8- It should work in Demand, Automated and Server dialing modes

9- Includes Full management control of program features

10- Easily import records for dialing

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Predictive Dialers Make Call Agents More Productive

Call centers used autodialers before predictive dialers grew popular. The autodialer only called numbers for the agents who were not on a call or waiting for a call. The predictive dialer is much more complex as it utilizes a algorithm to determine when a agent will be available and places calls by forecasting how many agents will be free at any given time.

After these calls get made, the dialer will follow how the call gets answered. Any calls that are unanswered, disconnected, busy or answered by answering machines will be discarded and only calls that are picked up by a real person will be put through to an available agent.

This increases the call agents productivity immensely because the agent will not have to worry about dialing numbers and waiting to see how the call will be answered. Wasted time will be eliminated as agents will be actually talking with customers much more.

When a organization runs a call campaign, all of the call data will be put into the predictive dialer software. Most of this information will be provided from databases from various directories or some similar kind of CRM software.

Any unsuccessful call will be analyzed to check if it is a call back or if any other special treatment will need to be made. Predictive dialers are ideal for telemarketers that have a large database of numbers too call. Other types of companies that predictive dialers can help are any type of market research firm ot debt collection agencies who also may have a enormous database of contacts.

Most of these calls will be unanswered as research has been conducted and has established that over 70% of the calls will not be answered by a someone. This results in wasted time if agents had to dial these calls themselves. They would be passing the bulk of their time listening to ringing phones, dial tones and answering machines.

A solid predictive dialer system can make your company much more productive and save you money while still providing good customer service.

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Vicidial predictive dialer video tutorial showing how to do an external transfer. www.hostcomm.co.uk
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Tutorial by Hostcomm showing how to load data onto the hosted dialer using custom list upload. www.hostcomm.co.uk

What Are Hosted Predictive Dialer Services

A hosted predictive dialer service provides the user with a high performance automated predictive dialer on a monthly rental basis. The dialler is made ready for use, supported and secured by the service provider and then delivered to the user ready for use within a few hours. A hosted predictive dialer can significantly increase the productivity of outbound contact centre staff. The average actual agent ‘talk time’ when manually dialling is 12 minutes per hour, using a predictive dialer this increases to 44 minutes. This represents an increase in efficiency of over 300%. This equates to massive cost savings for any size outbound call centre and when you take into account an anticipated tripling of sales / leads / debt recovery depending on your type of business due to the increased agent talk time you can see why predictive dialer’s are becoming so popular.

A hosted predictive dialler service pays for itself very quickly, typically within the first month. Unlike traditional premises based diallers where significant capital expenditure was required, there is generally only a small one off set up fee and then a cost effective monthly service fee with no costly per agent software licenses required with most providers. The only other costs to consider are the actual call charges themselves which can be extremely competitive. In addition you will find some providers providing all training and unlimited telephone technical support as part of a predictive dialler package.

Other considerations to bear in mind are whether providers can provide a dedicated server, as this can provide additional security for your data, as you will not need to share a server with other clients. This can be an absolutely essential requirement when working with many financial institutions.

There are a number of other reasons why organisations could want to benefit from a hosted predictive dialer service. In addition to operating in manual (also known as preview), broadcast, ratio and predictive outbound also consider the need for full inbound and blended capabilities so agents are also able to deal with inbound enquiries at the same time.

Skills based routing, ACD, queuing and IVR can come as standard with some services along with integrated call recording if required. In addition the potential to run multiple campaigns simultaneously in different dialling modes is possible as a feature. An example of this could be if you want to call your top customers in preview mode to ensure your agent has read the latest notes whilst you are running a cold calling campaign in predictive dialer mode.

With services being entirely web based it opens up the possibility of virtual contact centre’s and agent home working. Agents don’t have to be office based, and can operate from anywhere with a reasonable internet connection. Supervisors can keep a close eye on agent activity through a live web based wall board and can even listen into and barge calls regardless of the agents location.

With the latest set us providing comprehensive historical reporting, supervisors can view in detail not only the degree of success of particular campaigns but also the performance of individuals, and allows them to understand where they may require further training.

For those organisations either still sceptical of Voice over IP or who are tied into long term ISDN contracts it is possible nowadays for services to integrate seamlessly with existing PBX / ACD. CRM applications can often be integrated with to provide screen popping of callee’s details for both in and outbound calls and in some cases can synchronise the diallers database with that of the CRM’s to negate the need for the already simple data uploading process.

Call disposition (outcome) codes are easily customisable to suit most business and most services allow for data in a number of formats to be quickly and efficiently uploaded as well as call reports exported. Do check however, that any service you consider can be forced to be fully OFCOM compliant so it is suitable whether you are calling business’s or residential numbers.

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Tutorial by Hostcomm showing how to load data onto the hosted dialer. www.hostcomm.co.uk
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Predictive Dialer Software Benefits

When you run a business, you need to monitor and control so many things for its smooth operation. You may require controlling expenses, sales, cash flow and all other important parameters for a business operation. You need to be in contact with your customers and other people. In most of the cases, people contract some of their services to the call centers.
The predictive dialers have been developed over the basic auto dialers. They work on several algorithms to anticipate the caller party answers and agents and make adjustments for number of expected agents that will be there for answering the calls. These dialers act to monitor the calls and detect how these calls are replied
The predictive dialer system will function only with help of predictive dialer software. The call centre was re-invented through this software. The reinventing was necessary to completely make it an automatic process to achieve the maximum efficiency. You get tremendous support by installing this useful dialer software to the server.
After installation of software, the system is connected to main telephony, which can now handle all incoming and outgoing calls. The call are forwarded to the agents or placed. The predictive dialer software offers a bundle of benefits. The biggest gain is the speed with which it works itself that is otherwise not humanly possible.
Another appreciable advantage is that the system will not lose its value through depreciation as it operates automatically. It is possible to step up the efficiency of operation by 300% even in big call centers, which handle thousands of call every day.
Although it appears to be a hard task, but this is achievable. Most of the business organizations can use this technology beneficially for increasing quality of their business more efficiently. Even the productivity gains can surpass the achievements of all the times and can be maintained.
One may be anxious to know the necessity of using predictive dialer software particularly for a call center. The software is capable of filtering all customer data base of contacts to provide all potential leads and discards inactive contacts. The process involves the identification of incorrect numbers, segregating and indicates them by flagging. Thus the data is updated regularly and is most reliable.
As predictive dialer software makes the system work automatically, it is cost effective as a less number of operators is required to handle the call center. The employees have more time in serving the callers. Thus it improves the overall efficiency of a call center and reduces the operational costs.

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hope u guys find this easy and hope my videos are helping 🙂 www.webos-internals.org
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Hosted Dialer will help you find the best predictive dialer software, call center predictive dialers, auto dialers, voice broadcasting solutions. Visit www.hosteddialer.com or call 1-877-350-0115
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Why Should You Go For Hosted Predictive Dialers?

In the market, you can find many kinds of dialing systems for call centers. One of the well predictive dialers in the market is the hosted predictive dialers as it does well in enhancing the performance of call center agents. It can greatly help in increasing the productivity of call centers that make outbound calls.

If an agent manually dials the contact numbers, the average time spent on the call is only 12 minute per hour. However, if the agent makes of a predictive dialer, the average time spent on the call increases up to 44 minutes. From this we can understand, how predictive dialers help in increasing the productivity and efficiency. No matter what the size of your outbound call center is, the usage of such a system can great help you in saving costs. When you take into account other factors such as sales, leads, etc, you will understand how efficient your business be if you make use of such systems.

In order to get started with hosted predictive dialer, you are only required to spend a small amount to set it up and an affordable monthly fee for availing its service. You are not required to spend on software licenses for each staff member. The predictive dialer service provider will provide you technical support and training with their package. If the service provider provides you with a dedicated service, it will help in securing your data. In other words, you will not be using the same server that other clients use.

You can also benefit from various kinds of other services such as ACD, call queuing, IVR, call recording, etc by using hosted predictive dialer. It also provides you with various dialing modes which will help you in running manifold campaigns at the same time.

One of the best things about such a dialer system is that the service can also be used online. The agent can work from home and deal with the calls efficiently. This means the agents are not required to be at the office and can handle calls as long as there is reliable internet connection. Moreover, supervisors can keep track on the agent by means of a live web based application and listen to the calls and even barge calls if needed. Hence, an agent can be located at any place of the world and still continue to talk to the customers. Supervisor will able to look into the call history and view the performance of the call center agents and understand what kind of training is needed to improve the performance.

Hosted predictive dialer can be used effortlessly with existing PBX in those call center companies that are cynical of VOIP service or who have a long term ISDN contracts. You can even integrate CRM applications as well. However, the one important thing that you need to make sure is that you have a high speed and a reliable internet connection that is free issues like slow connectivity or no connectivity. If there is an internet connectivity issue, the service will be hampered.

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