Predictive Dialers
Your contact center probably
dials out thousands of numbers every day. But chances are
that this is done manually. Reams of hard copy or a
multiplicity of computer files with listed numbers are
distributed to agents who have to assign priorities and then
start the painful process of dialing out until they connect.
Statistics prove that a large number of people are not
available in the first try - they could be busy, mobile
phones may be switched off, or simply unavailable. That is a
huge waste of your agents’ time and there is no way you
can gauge their productivity. PowerConnect™’s Predictive
Dialer completely eliminates these intangibles. Configure it
once, sit back and allow it to dial for you 24 hours a day,
seven days a week!
Outbound call centers are of
many types, depending upon your need:
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Preview
dialing. If your
agents will have lists of numbers to dial with them,
then this is the method to use. They can type the
numbers to dial on their soft phones, either one by one
or all numbers at once. The PowerConnect™ Server
registers the call, and dials those numbers in the
priority and order they were received in.
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Progressive
dialing. This is
perhaps the most useful dialer in the lot. Numbers to be
dialed are picked from a database, and PowerConnect™
dials them one after the other. Upon connection:
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If
automated applications were desired then the dialer
initiates them.
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If
calls were dialed to connect to an agent, then the
calls are routed to the appropriate ACD object. To
prevent called parties from waiting for an agent for
long, you can lock a free agent prior to dialing.
With dialing times in domestic call centers being in
the region of a few seconds, this dialing algorithm
gives agents sufficient break between calls, yet
keeps them busy and your business ticking.
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Predictive
Dialers. The
last in the list is a highly optimized dialer used
primarily by tele-marketing call centers. This call
center is especially designed to minimize agent idle
time. It can even pull agents out of their after call
work state if an agent is urgently needed. Here is how
it works:
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The
PowerConnect™ Server dials out to called parties,
and continually accumulates statistics around time
of day, day of the week, time to connect, agent talk
time etc. When it has gathered enough data, it
dynamically arranges the call patterns into neat
fitting “buckets”.
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The
PowerConnect™ Server then starts making
predictions on when the agents will become free, and
dials accordingly to have a call ready for an agent
as soon as the agent becomes free.
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The
PowerConnect™ Server has the ability to pace
itself according to the lead-set characteristics. If
the percentage of answering machines is higher, it
can adjust by using more phone lines to dial, and
can reduce if the percentage is lower.
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If
you wish, you can fix prediction by pre-specifying
bucket ranges yourself.
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The
PowerConnect™ Server starts each day with the
averages gathered on previous days, until enough
data is gathered on that day.
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Nowhere
else will you find a predictive dialer that produces
as good results with a lower phone line-to-agent
ratio.
Once connected, calls are
routed to agents quickly to avoid called party disconnects.
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