Predictive Dialers In Outbound Call Centres-pullip

Business A predictive dialer is a .puterized system that automatically dials batches of telephone numbers for connection to agents assigned to sales or other campaigns. Predictive dialers are widely used in call centers. The autodialer preceded the predictive dialer. While the basic autodialer 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 predicts will be available when the calls it places are expected to be answered. The predictive dialer monitors the answers to the calls it places, detecting how the calls it makes are answered. It discards unanswered calls, busy numbers, disconnected lines, answers from fax machines, answering machines and similar automated services, and only connects calls answered by people to waiting sales representatives. Thus, it frees agents from the task of manually dialing telephone numbers and subsequently listening to ring tones, unanswered or unsuccessful calls. Predictive dialers perform the same function but the architecture and delivery methods can vary greatly between manufacturers. There are several types of predictive dialing: Software, Hardware, Smart, and Hosted dialers. A predictive dialer can dramatically increase the time an agent spends on .munication rather than waiting; a 2002 survey indicated an increase in talk time from twenty minutes in the hour to almost fifty. The system is most suitable for low quality lists and large numbers of agents; however, an unexpectedly high contact rate can overwhelm the system leading to call abandonment. Before running a campaign, Call list data is loaded into the dialer. The data is generally derived from a large database such as a telephone directory or similar listing from CRM software. Some predictive dialers generate call lists and report call attempts. Unsuccessful calls are often analyzed to determine if the number called needs to be called back later or needs special treatment, such as a manual or autodialed call by an agent to listen to an answer machine message. Predictive dialer systems are .monly used by telemarketing organizations involved in B2C (business to consumer) calling as it allows their sales representatives to have much more customer contact time. Predictive dialers may also be used by market survey .panies and debt collection services who need to contact and personally speak to a lot of people by telephone. More .monly predictive dialers are now being used as a quick and easy way to automate all sorts of calls which would otherwise be made manually by a call center, such as wel.e calls for new customers, customer service call backs, appointment confirmations/reminders, or even for the automation of large numbers of ad hoc calls that might need to take place (such as by a taxi .pany, or parcel delivery service etc). The predictive dialer exhibits predictive behavior when its dialing algorithm produces more call attempts (dials) than the number of agents currently logged in and available to handle calls. The predictive dialing happens when the predictive dialer dials ahead of the agents be.ing available or when the predictive dialer matches a forecast number of available agents with a forecast number of available called parties. The matching and dialing ahead perspectives provide the large increases in dial rates and agent productivity. About the Author: 相关的主题文章: