Collection dialer and predictive dialer
Predictive dialer systems are automated systems which place the outbound calls as well as utilize the statistical modeling for starting dialing the next calls before the agents are free for handling them. When the calls are answered, the agents become available and start interacting with the potential customers. With the help of a collection dialer, the dead time is decreased and the ROI and agent productivity is increased.
As compared to manual dialing which allows agent talk time for only 12 minutes per hour, predictive dialers increase this talk time to 45-50 minutes in an hour. In this way, the companies are able to increase their revenues significantly. The best part is that the agents can be trained on the dialer within 30 minutes or even less. The live calls can be instantly transferred and the calls can be imported, resulting in host software. The design specific to the collection will allow the company to carry out the business exactly as they want it to be. With the help of a predictive dialer system, remote branches and agents can also be supported easily and effectively. The predictive dialer runs on Windows XP or Windows 2000 and the agent dialer modes include power, preview, predictive and passive. The dialing speed is handled by campaign and individual agent and there are also options of wrap-up pacing and extending.
The control agent can get access to the individual lists and can be displayed with real time color coded indicators. The agents can be assigned to list groups and individual lists and can be trained with coaching, conferencing and monitoring features. The best part is that they can be accessed remotely from PCs also.