Predictive Dialer Maximizes Call Agent Efficiency

Predictive Dialer is an X-on module which allows business to maximize the efficiency of Agents and Call Centres.

The Predictive Dialer employs complex mathematical algorithms to determine the rate of dialing out based on real time projections of calls being answered and when agents will be free to handle the calls.

Predictive dialing dynamically calculates how best to keep all operators talking, dramatically improving operator efficiency, completing a greater number of calls in a shorter period, thereby reducing costs and enabling your business to take on more clients.

A predictive dialer shouldn't be confused with a 'preview dialer' or an 'automatic phone dialer' which provide the facility for a salesperson to keep their phone calls, leads, appointments in order, even automatically dialing a phone number when instructed. They will not predict when to dial a phone number, keeping an agent busy, as is the case with a predictive dialer.

The X-on Predictive dialing module takes into account many different parameters including the average phone call length, average number of rings before a phone call is answered, percentage of dialed calls answered, average length of talk time on each phone call, number of agents using the system and the desired rate of call abandonment.

A predictive dialer can dramatically increase the time an agent spends on communication or sales by a factor of 2 to 3. Predictive dialer systems are ideal for telemarketing organisations, market survey companies, distributed call centres e.g. home workers and debt collection services who need to contact and personally speak to large numbers of people by phone.

The service detects the usual greetings such as 'hello' and switches the call to a suitable free agent, possibly playing a pre-recorded introduction to the caller to cover the switch time and give the impression that the call is from a person.

In tandem with features such as Automatic Call Distribution (ACD), Interactive Voice Response (IVR) and Call Recording from PhonePresence, you can provide your agents and customers with a comprehensive and efficient Call Centre technology for a fraction of the cost of previous hardware solutions, but with none of the expense or difficulties of in-house Switchboards or Predictive Diallers.

Call Features and Reporting Predictive Dialling can be included with an 0870 or 0871 non-geographic phone number for inbound calls. Call Progress The Predictive Dialler call progress analysis eliminates delaying call outcomes, for example: Busy signal No answer Invalid number Answering machine (message leaving option) Fax machine or modem Operator intercept

Call Blending
Call Blending allows Agents to move between seemlessly between inbound and outbound calls thereby eliminating idle time for inbound agents, and increasing outbound traffic when inbound call volume is low. Please note that because its an outsourced service, your agents require connection to our data centre.

Conference Calls
Agents have the facility to conference a third party and then drop from the conference and continue taking calls while the other two parties remain connected.

Skills-Based Routing
The Predictive Dialler can determine which calls an agent handles depending on their skills, such as foreign languages.

Transferring Capabilities
Agents can transfer a call internally or externally transferring call information simultaneously when internal.

Real Time Reporting
Real Time Reporting enables you to evaluate inbound and outbound performance. Ample reporting options allow analysis of all aspects of the service. Automatic reports can also be emailed on daily, weekly or monthly basis.

For further information on the X-on Predictive Dialer please Contact Us
or Call Sales on 0870 345 5577.