Super-Dialing: Software-Based Dialing

A Business to Business Dialing Application

Super-Dialing Overview
Super-Dialing vs. Predictive Dialing
Super-Dialing vs. Preemptive Dialing

Super-Dialing Overview

Unique to Telescript, Super-Dialing is the industry's most advanced method of outbound calling without special hardware. This method increases agent productivity by automatically scheduling/rescheduling calls and sending them to the appropriate agent at the optimal time. Super-Dialing prioritizes records in a queue, brings up the appropriate record at the proper time, supports multiple callers simultaneously and dials/hangs-up the phone automatically, eliminating unnecessary delay between calls.

Using Super-Dialing, the call is placed either through a modem on the PC and an analog line or through a digital line to the phone switch using a CTI link. The agent then 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.). While waiting, agents can view the record and call history belonging to the prospect. If a person does not answer the phone, the agent will enter the call disposition ("result code") in a window, causing Telescript to hang-up and proceed to the next record. Depending on the call disposition, the call may be automatically rescheduled at a specific time or interval. If the call is answered the agent presses the "Enter" key and begins the script.

For more progressive dialing, Super-Dialing includes the option of call pacing. If the agent does not take action within a specified interval, this option will automatically hang up a call and dial the next number. This feature is designed to eliminate unnecessary pauses and breaks. Super-Dialing's prioritized queuing ensures that the most important calls take the highest priority, superseding earlier scheduled but lower priority calls. It further allows agents to 'own' records, preventing others from contacting them, yet enabling each agent to automatically receive an unassigned record from the ‘pool’ when his/her records are not yet ready to be called.

Furthermore, Super-Dialing enables the administrator to build phone queues based on any criteria. For example, a fund raising campaign can generate queues by school, gift history, occupation, campaign or other criteria, and then assign such queues to agents. Queues can even be assigned or reassigned by an administrator during a campaign, without the agent having to take a break.

Preset Calling Schedules -- Many outbound dialing systems waste valuable resources using a “hit or miss” approach in achieving contacts when calls and retries are made at random or preset intervals. Telescript improves your connect rate by enabling you to plan your first contact calling schedule. The software can systematically make the first two calls on weekday evenings between 6 and 8, then between 8 and 10, then Sunday afternoons, Saturday mornings, etc. in whatever order and sequence you desire. You can even vary the calling plan by project.

Restricted Calling Lists

'Telescript automatically screens records against a restricted calling list that you create and manage and will not call any phone number found in the list. In addition, you can keep track of these records and generate statistics on them.

Automatic Time Zone Calling Control

Telescript automatically incorporates the time zone of each call, dialing only calls within the specified local calling ranges. You can even incorporate local break times into the calling program, so calls are not made during lunch or dinner hours. Telescript will automatically set the callbacks and retries to fit within the permissible local times of the person being called, so it is never necessary to expressly assign queues by time zone.

Super-Dialing vs. Predictive Dialing

Generally, Predictive Dialing is used for consumer calling, where the individual identity of the consumer is not relevant to the call. With Predictive Dialing, the caller has no time to preview the call before connection. In addition, it is assumed that abandoned calls to anonymous consumers do not harm the caller's business. However, precisely 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.

On the other hand, Predictive Dialing is most effective where 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. Predictive Dialing will then eliminate much of the calling dead time, and dramatically improve productivity. In general, the higher the contact rate of the list, the less need for Predictive Dialing and the more need for Super-Dialing. On the other hand, the lower the contact rate, the less effective Super-Dialing will be, and the more impact Predictive Dialing will have on your call center performance.

Predictive Dialing cannot be used where each caller can only call his or her leads. The principle of Predictive Dialing requires that lists be "shared", so that a call can be transferred to any available agent. The mathematics of Predictive Dialing also affects performance. In general, using only four or five agents on a single list with Predictive Dialing will not produce better contact time than Super-Dialing, and may even be worse. Another telling point is cost/benefit. Predictive Dialing costs at least $2000 per workstation more than Super-Dialing.

Super-Dialing vs. Preemptive Dialing

Preemptive dialing is defined as preview dialing, with the addition of special boards which can automatically disconnect the call when an answer machine, changed number or disconnect occurs. We generally recommend against the use of preemptive dialing because Super-Dialing contains its own built-in features to maintain dialing efficiency, and is remarkably effective without requiring additional hardware.

For example, if the agent takes no action, Super-Dialing's call pacing will automatically hang-up the phone after a specified number of seconds elapses. Second, because the agent is already previewing the call when an answer machine or disconnect occurs, there is only a slight benefit of having the system automatically disconnect the call at that point, as opposed to requiring the agent to press one keystroke.

Unlike preemptive dialing, Super-Dialing enables the agent to capture changed number information, enter it into the script, and then automatically re-dial, as well as place messages on answer machines, which is not be possible if the system automatically disconnects such calls. In a cost/benefit analysis, Super-Dialing with minimum hardware cost should be more beneficial than preemptive dialing with call progress hardware.

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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.

Telescript