What is a predictive dialer?

Predictive telephone dialing systems enable call center agents to increase with ease their number of live connections. Predictive dialers, as opposed to traditional autodial systems, connect call center agents to calls that are answered by real people. Predictive dialing saves your agents up to 33 minutes every hour by eliminating the need to listen to unanswered calls, busy signals, disconnections, or automated answering and fax machines. Using math to predict call-answering rates, the software adjusts the dial rate to anticipate when the next agent will be available.

Predictive dialers use mathematical formulas to predict both the average time it will take for calls to be answered and agent availability, adjusting the dialing rate accordingly. A predictive dialer learns from average call length when to anticipate that an agent will soon become available and speeds up and slows down the dialing rate accordingly. The dialer monitors how calls are answered and discards unanswered or otherwise unsuccessful calls. A good predictive dialer can also analyze unsuccessful calls to determine if the number needs to be called back later or requires special handling, such as a manual call by an agent.


Dialing Innovations circles

Why should you automate outbound dialing?

Predictive dialers automatically analyze both answered and unanswered calls to successfully determine if special handling from an agent is needed. The software will scan your calling lists to detect busy signals and answering machines and will avoid numbers on the “do-not-call” list to assure regulatory compliance.

How can Dialing Innovations improve your business?

Our call center application is completely customizable to the agent’s look and the admin’s needs. Your agents can call multiple phone numbers at a time. This will increase agent efficiency and allow service to more customers than before. You can establish pre-recorded messages if the system reaches an answering machine. We control the dialing process completely with custom built data centers (custom hardware page) to ensure quality communication and your business goals are achieved. Dialing Innovations also provides call-recording capabilities, allowing you to review calls between agents and callers and review them afterwards for compliance and agent training purposes.

Dialing Innovations Phone Systems

CALL CENTER FEATURES

Agent

  • Optionally limit number of new leads per agent
  • Customizable Additional Information forms per campaign
  • Unlimited Additional Information forms
  • Data fields, including custom fields, usable in scripts
  • Control use of Form and Script Tab from each campaign
  • 1024 pixel wide agent screen
  • Very visible indication when muted
  • Confusing technical terms hidden from agents
  • Preview on Manual dial set by campaign
  • Preview Force Dial Time, on Manual dial
  • Embedded Web Forms
  • Inbound and outbound calls (blended)
  • Any-agent or agent-specific callbacks
  • Manual dial with optional preview before dialing
  • Faster dispositioning with hotkeys
  • Transfer calls with hotkey
  • Definable agent wrap up time per campaign
  • Third party conferencing with presets and macros
  • Third party blind call transfer
  • Third party conferencing with agent drop-off
  • Managers can listen-in on agent conversations
  • Managers can enter conversations with agents and customers
  • Call up to three phone numbers for the same lead
  • Agents can log in remotely anywhere with just a phone and a web browser
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Leads

  • Optional lead prioritization based on age of lead
  • Advanced lead search and export
  • Ready to import XML formatted leads from web site
  • Lead allocation and limits per agent
  • Working Listmix, by status
  • Recycling of Busy calls at a specified interval without resetting a list
  • Multiple lead-lists per campaign
  • Per lead caller-ID
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Campaigns

  • Per lead Caller-ID capable
  • GUI script editor
  • Conditional scripting with objections and rebuttals
  • Optional JavaScript per campaign (Form validation)
  • New highly optimized adaptive dial mode
  • Export by disposition status and fields
  • Export directly from report to csv
  • Enhanced lead search
  • 1024 pixel wide management screens
  • Uniform design across all modules
  • Broadcast dialing with IVR, multiple option response to any keypress, speed control, maximum dials per time period
  • Inbound IVR
  • Optional Campaign Call time controlled by local time zone
  • Fronter to Closer transfers with all information
  • Transfer calls to local or external agents
  • Conference or transfer to verification company
  • Open custom web pages, which can include lead information, per campaign
  • Autodial campaigns to start with a simple IVR (Interactive Voice Response) then direct to agent
  • Send a dropped call to a voicemail box per campaign if no agent is available
  • Set outbound Caller ID per campaign
  • Route inbound calls by Caller ID
  • Park the customer with custom music per campaign
  • ACD (Automatic Call Distribution) for inbound and fronter/closer verification calls
  • Record calls automatically, after delay or by agent initiation
  • Custom call dispositions, per campaign
  • Option of a drop timer with safe-harbor message for FTC compliance
  • Variable Dropped Call percentage when dialing predictively for FTC compliance
  • Internal DNC (Do Not Call) list can be activated per campaign
  • Answering Machine Detection and custom message for AM calls
  • Custom database queries in campaign dialing
  • Supports single campaign on many servers & many campaigns on single server
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Reporting

  • Track lead cost
  • Optimized reporting (Query time)
  • Real-time and summary reports
  • Hourly Totals by Status Category on Real Time report
  • Logging of Carrier Errors
  • Call report
  • Inbound/Closer report
  • Recent sales report
  • Cost of list by entry date report
  • Lead performance by campaign report
  • Lead performance by list report
  • Agent performance report
  • Agent timesheet
  • Agent stats report
  • Agent status report
  • User-group hourly status report
  • Server performance report
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