Posts Tagged ‘Predictive dialers’

The technology of predictive dialers is used very commonly by the telemarketing sector so that they can enhance their outgoing calls efficiency. i.e. VOiP Online. Earlier, this was not the case and there was a lot of wastage of time on waiting to make a call and then also on waiting to answer the call. At times, the calls were even not answered and were delivered the unavailable message. Therefore there was a sheer wastage of the resources. But with this technology, only the live calls were answered while the voice calls were disconnected.

All this was done because this technology makes use of a database to dial the contacts. If the availability of the agent is 50, then around 100 calls are made. If it meets ant unanswered, busy calls then it immediately disconnects and goes on with the next call. The calls are transferred to actual persons that are the agent of the call center. Therefore it keeps the agents engaged with the customers and moreover there is no wastage of time in attending the voice calls.

If due to some reason the customer is not available at the moment, and the machine encounters a silence, then the call is automatically disconnected after a brief time. This is actually done to save the call but at times irritates the customer. Therefore in the countries like US and UK there are strict rules and regulations that are followed so as to when to disconnect the call. If the company is engaged in dropping more than 3% of the calls then they are heavily fined.

Predictive dialers are available in both hardware and software bases. Among these two the hardware based are more advanced and have more features. They can switch the calls at a faster speed, possess a better handling of the calls and therefore are even more expensive. This system has another advantage that it is an automated system. Whenever the call center agent is about to make a call, the contact details are displayed before him for a small period of time and then, this enables him to take the calls more personal and improve the communication.

The hosted dialers are the cheaper ones. The company which wants to use this setup has to have a connection to a system and a telephone line every agent. Therefore the costs are reduced which are otherwise used in the initial set up. But as these are dependent on the VOIP, the result may not be up to the mark.

MX Digital, is one of the top supplier and provides with automated dialing, and also exact dialling equipments. They also have an online service which has a healthy group of contact center systems such as the predictive, progressive dialer, email management etc.

As these hardware and software based predictive dialer solutions have emerged, the time and the resources of the call centers are effectively utilized and therefore the overall productivity is also increased. Thus Voip online is being used efficiently…