Telescript Predictive Dialers

Telescript integrates with Touchstar Software's predictive dialer, which is predicated upon an open architecture platform. In addition to outbound dialing capabilities, the dialer can be used as an integrated inbound ACD, IVR, audio monitoring and telephony system. It smoothly integrates with virtually any type of computer environment and always keeps pace with industry changes through its modular architecture and software upgrades.

Telescript’s most powerful recent innovation is its open database design. Where most other CRM software solutions are built upon a single database platform (often proprietary), Telescript enables the customer to select from a number of database types and does not confine them to a specific database. Telescript not only stores and retrieves information from a user-selectable database, but constructs its native database tables as part of the customer database.

Additionally, Telescript utilizes a separate server process designed to dynamically manage record retrieval from the database. This enables the call center software solution to prioritize all records, retrieve information virtually instantaneously and provide the dialer with the most current data. Callbacks can be automatically rescheduled and retried at the appropriate times without administrative intervention.

Telescript’s feature-rich scripting and call management components are completely integrated with the dialer. With full call control, logic and branching, Telescript scripting is available for any predictive dialing project. Scripts can manage complicated surveys, multi-level sales campaigns, fulfillment (email, fax, MS Word®), external databases and more. For more information, please review the scripting document.

Telescript predictive is easy to implement. Setting up predictive dialing within Telescript is actually as simple as preparing Super-Dialing. Supervisors do not need to load numbers into the dialer, prepare calling lists or the like. Rather, databases and queues are built using Telescript's Super-Dialing platform. With a few keystrokes, a supervisor can switch the project assignment for any agent from predictive dialing to Super-Dialing or vice versa.

In addition, all advanced call center and CTI functions present in Telescript apply to predictive dialing. For example, real-time reports display call progress. All dialer results are placed in report files for easy access and analysis. Projects can be used for both inbound, Super-Dialing, manual dialing and predictive dialing simultaneously.

Finally, Telescript uses true client-server technology, distributing dialing, switching and database functions to individual PCs, enabling the agent PCs to concentrate solely on the call. This design permits faster communications and less drain on the network.

When is Predictive Dialing Appropriate?

Predictive dialing is generally 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.

Membership or other types of pre-selected lists may merit either Super-Dialing or predictive dialing, depending on the nature of the campaign. Super-Dialing affords the agent time to prepare and to support the "pitch" with information from the database. In contrast, predictive dialing will pop the record at the same time the agent is expected to begin speaking with the person, permitting no preparation and eliminating the possibility of a personal approach.

Predictive systems cannot be used when agents own their own records. The principle of predictive dialing requires that lists be "shared", so a call can be transferred to any available agent.

The mathematics of predictive dialing also affect performance. Generally, using only four or five agents with predictive phone dialing software 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

What is Predictive Dialing?
Telescript Predictive Dialers
Agent Monitoring Options
Predictive Dialer Features
Telephony Server Dialer Open Architecture
Telephony Server Platform
Outbound Calling
Inbound and Blended Calling