Outbound Calling and Dialing

The Telephony Server provides the ability to run multiple outbound and inbound campaigns simultaneously. Furthermore, one can simultaneously implement both predictive and Super Dialing outbound campaigns, and even switch and adjust them in mid-stream!

Predictive Dialing
Super-dialing
When is Predictive / Super Dialing Appropriate?

Predictive Dialing

Predictive Dialing is a system of outbound dialing that calls without the agent on the line. This is a significant improvement over manual dialing, which requires the agent to spend time dialing and getting past each non-contact call (busy, no answer, answering machine, fax machine, etc.). Using a predictive dialer, the system automatically dials the phone, listens and when the system detects a live "hello", automatically sends the call to the next available agent. The dialer, in effect, dials many numbers automatically, checking each number for a live "hello" or for another call disposition. If the call is busy, no answer, not working, etc., then the dialer either discards or reschedules the call, and then dials another number. The dialer can therefore dial several numbers, even while all available agents are talking. The dialer anticipates when the next agent will be available, and when the next "hello" will be detected.

The telephony server™ NT dialer implements a complex predictive algorithm for each project. Far superior to other methods, this pacing algorithm keeps a steady stream of calls flowing to your agents. The system simultaneously reduces dropped calls (those contacts occurring when there is no agent available to take them) and reduces idle time (unproductive time spent while agents are waiting for a call).

True predictive dialing is based on a system’s ability to accurately predict both the answer rate of dialed calls and the availability of agents to handle the call attempts that are answered. The dialer uses 20 separate factors in each individual dialing decision, and frequently re-evaluates each decision prior to dialing. Some of the criteria used when evaluating each dialing decision include: recent history of attempts, number of connections, connected call duration, current call duration of agents on campaign, and the number of available agents. The calculation for each decision uses this real-time date and a user-defined multiplier to determine whether or not to initiate a new call. This process is continuous and exclusive for each campaign.

This algorithm has achieved superior results, but as outlined above, is just one of the factors that will provide significant productivity gains when compared to other dialing systems.

The server supports many advanced predictive dialing options relating toanswering machines. The system can automatically detect answering machines. The option is available to reschedule those calls for another time, or alternatively to leave a designated message on the machine. Such calls can also be sent to agents, who can leave their own message on each answering machine.

Super-Dialing

Aside from predictive dialing, Telescript's most advanced method of outbound calling is Super-Dialing. This calling method increases the productivity of each agent by automatically scheduling (and rescheduling) and sending calls to the appropriate agent at the optimal time. Super-Dialing prioritizes records in a queue, brings up the appropriate record at the optimal time, supports multiple agents simultaneously and dials / hangs-up the phone automatically. Furthermore, it eliminates unnecessary delay between calls by hanging up the call and dialing the next record without agent intervention.

Using Super-Dialing, the agent hears the system dialing the number and waits for the call to either be answered, or for some other disposition to occur such as a busy number, no answer, not working, etc. Before the call is answered, the agent can review the record and call history. If no live person answers, the agent will enter the call disposition in a window, causing Telescript to hang-up and proceed to the next record. If the call is answered, the agent clicks on "Enter" and begins the script.

Super-Dialing is particularly effective when agents want to manage their own lists of prospects or clients. Telescript will automatically ensure that records assigned to an agent are called only by that agent. Moreover, it will call unassigned records from the pool, and dynamically assign (or not assign) those records to agents based upon criteria that you establish for each campaign.

When is Predictive / Super-Dialing Appropriate?

Predictive dialing is more frequently used for business-to-consumer calling, where the individual identity of the consumer is not completely relevant to the call. Using predictive dialing, the agent has no time to preview the call before the connection. Additionally, it is assumed that abandoned calls to anonymous consumers do not harm the call centers business. However, because business customers require individual advance preparation and because abandoned calling to businesses is not acceptable, predictive dialing is generally not used to call business customers. The benefit of Telescript's implementation is that you can choose which method to dial for each project or agent.

Furthermore, predictive dialing is most effective when the list has not been pre-selected and many of the numbers can be expected to be not working, busy or not answered. The agent does not need a personal approach with the respondent and desires only to present a ‘sales pitch’ or obtain information. Predictive dialing will then eliminate much of the dead time and dramatically improve productivity. Statistically, the higher the contact rate of the list, the less need for predictive dialing and the more need for Super-Dialing. However, the lower the contact rate, the less effective Super-Dialing will be and the more impact predictive dialing will have on performance.

The mathematics of predictive dialing also affects performance. Generally, using only four or five agents with predictive dialing will not produce better contact time than Super-Dialing. The reason for this is with only four agents, the dialer's "predictions" on agent availability will be poor; resulting in many abandoned calls or long waits for connections. When at least eight agents are working, statistics demonstrate that the dialer will outperform Super-Dialing given a poor phone list.

As predictive dialing is more expensive than Super-Dialing, cost/benefit is also important. However, the longer the expected use and the more the productivity gains can be utilized, the more viable predictive dialing becomes.

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For more information about Digisoft and the call center software, CRM solutions, and predictive dialers we provide, please call us at 866-338-0678, fill out our contact form, or email us at sales@touchstar.com.

Digisoft (a TouchStar Software company)
9 East 40th Street • New York, NY 10016
Phone: 866-338-0678 • Fax: 303-338-5236

Developing call center software, CRM solutions, telemarketing software and predictive dialers for more than a decade.

Predictive Dialers