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PREDICTIVE DIALERS MAXIMISE PRODUCTIVITYHave you ever wondered how telemarketers can hit so many phone numbers in so little time? The answer is simple ... they use devices known as predictive dialers. WHAT ARE PREDICTIVE DIALERS?Predictive dialers are solutions to maximize the productivity of the current boom in telemarketing. The telemarketers can now spend their time doing what they are paid for- SELLING. A predictive dialer is a computerized system that automatically dials batches of telephone numbers. The basic auto dialer merely automatically dials telephone numbers for call center agents who are idle or waiting for a call. The predictive dialer uses a variety of algorithms to predict both the availability of agents and called party answers, adjusting the calling process to the number of agents it anticipates will be available when the calls it places are expected to be answered. The predictive dialers monitor the answers to the calls it places, detecting how the calls it makes are answered. It discards unanswered calls, engaged numbers, disconnected lines, answers from fax machines, answering machines and similar automated services. It only connects calls answered by people to waiting sales representatives. Thus, it frees agents from listening to unanswered or unsuccessful calls. This dramatically increases the time an agent spends on communication rather than waiting. A 2002 survey indicated an increase in talk time from twenty minutes in the hour to almost fifty.Predictive dialers are amazing devices. Without a predictive dialer, a company can only make so many connections per hour. If a predictive dialer is added to one of these systems, the company can increase its telemarketing efforts by an exponential margin. This system is most suitable for low quality lists and large numbers of agents. TYPES OF PREDICTIVE DIALERSPredictive dialers all work along similar principles. The only difference is in the architecture via which dialing is performed between manufacturers. There are two basic types of predictive dialers: 'Software' dialers and 'Hardware' dialers. In recent years, 'mixed' type predictive dialers are being widely used. These predictive dialers are based on simpler hardware, such as voice modems, and more powerful software for answering machine detection and call progress detection. The biggest advantage of this type of predictive dialers is the substantial lower cost of ownership. Our PACER and WIZARD phone systems are state-of-the-art predictive dialers that handle inbound and outbound phone calls for small to large call centers. The pacer predictive dialer supports digital phone lines whereas the wizard phone system is an entry level analog predictive dialer. Calls are either initiated by the phone system or accepted from the outside. This is then distributed in an intelligent fashion to your service agents using ACD systems. Developed with industry standard components, the pacer phone system has features and functions that can only be found in large scale PBX’s, but at a fraction of the cost. And this advanced phone system has predictive dialer capability that cannot be found in most of these larger phone systems. With the optional IVR systems available with the pacer phone, callers can perform self-help functions without speaking with your agents by making simple selections using the keypad on their phone sets. In addition to this the pacer or wizard phone system can connect calls to your employees who are working at home or in remote offices.There's a huge selection of predictive dialing systems in the market today. Companies can choose from literally dozens of developers, with solutions to meet the needs of every firm. APPLICATIONS & BENEFITSPredictive Dialing has a wide range of applications within both commercial and government activities:
Predictive Dialing software and systems provide these significant benefits:
When implementing a predictive dialer, the goal is to increase agent effectiveness, as operational efficiency is enhanced. It is just as important that a company should choose a system, which easily expands to meet their needs. Superior answering machine detection is very essential. Every company aims at a system that can sniff out the voice mail boxes and deal with them accordingly. Anything less is counterproductive. Several call centers vouch for the fact that installation of predictive dialers has added the capability to broaden the reach of marketing system.
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