Predictive Dialers

Our Predictive Dialer greatly increases productivity in call centers, since agents will spend more time talking to people, rather than manually dialing numbers, waiting for calls to go through, or hanging up on busy signals and answering machines.

Feature Summary:

Automatically dials lists of telephone numbers on multiple telephone lines.

• Listens for calls to be answered by live people (and/or an answering machine); as soon as a person says “Hello”, the call is connected to a live agent.
• The agent’s computer screen pops up with a display of information about the person called. The agent can read scripts, make notes, add or change information on the screen, schedule a call-back, conference or transfer the call, record the call, or place the number on the Do Not Call list.
• Supervisors have real time access to communicate with their agents, monitor their activities, and get detailed reports whenever needed.
• Available for 1 to 48 agents; dialing from 1 to 240 telephone lines.
  

Overview:

Our Predictive Dialer automatically dials your lists of telephone numbers (on multiple telephone lines) and listens to the way each call is answered and reacts as follows:

• As soon as a person says “Hello”, the call connects to an agent.
  The agent’s computer screen pops up with a display of information about the person called. The agent can read scripts, make notes, and add or change information on the screen. The agent can click a button to play any one of your pre-recorded messages to someone. Conversations can be recorded. Calls can be conferenced or transferred. The agent can schedule call-backs as needed, and he or she can click one button to place a person on the Do Not Call list.
• If an answering machine, voice mail, or automated attendant answers a call, you can choose what happens:
1. connects to an agent,
2. hangs up, or
3. leaves a pre-recorded message.
• When busy signals, operator intercepts, fax machines, or no answers are detected, it hangs up and calls other telephone numbers.
• Supervisors can silently monitor agents’ calls, barge in to their calls, record their calls, and also coach the agents while they are on calls.
• Bonus Feature: An Auto Dialer is also included the Predictive Dialer. At times that your agents are not working, it can deliver pre-recorded messages to live people and/or to answering machines.

With our Predictive Dialer, you save money with these great features:

• The expensive “Windows Server” operating system is NOT required on any computers.
• Telephone lines are only needed for dialing out. Phone lines are NOT needed for your agents.
• You’ll own your Predictive Dialer; therefore, there are NO monthly operating fees for the hardware or software.

The Details

Various Ways Telephone Calls Are Answered

• If a call is answered by a live person, our Predictive Dialer will
  connect to an available agent.
• If a call is answered by an answering machine, voice mail, or
  an automated attendant, our Predictive Dialer offers you flexibility to choose what happens:

  1) It can hang up and dial another telephone number.
  2) It can connect to your agents (often desirable when dialing business telephone numbers because they are usually answered by a machine).
  3) It can leave your pre-recorded message.

• If a call is busy or there is no answer after a specified time required by law, our Predictive Dialer will hang up and dial another number. Busy signals and no answers are automatically redialed at later times.

Calls Connected To Agents

When a call is connected to an agent, each agent is alerted by his or her pre-determined personal choices of a beep in the agent’s ear, a flash on the agent’s screen, a beep on the agent’s computer, and/or a large size pop-up on the agent’s screen with the name and phone number. The agent’s computer screen also instantly pops up with all of the information available about the person who has been called. The agent can then greet the person, recite a script from the screen, add, change, or delete information about that person, classify the results of the call, conference the call with someone else, transfer the call, or schedule a call-back. The agent can also click on a “Do Not Call” button if that person does not want to be called again.

If you have chosen to have your agents connected to answering machines, voice mail, or automated attendants (as well as to live answers), your agent can listen to the greeting, press touchtone keys as needed, and then leave a message or speak to the person who answers live.

Speed of Connectivity to Agents

When you have the system set to connect both live answers and answering devices to your agents, the speed of the connectivity is instantaneous because the system does not have to wait to “listen” and determine whether an answering device has answered. If you have the system set to connect only live answers to your agents, then it must “listen” to determine how the call has been answered. On live answers, there will thus be a delay of about 1 second from the end of their “Hello” to the time the call is connected to the agent. At that time, the agent will be alerted by his or her personal selection of methods as described above.

When No Agents Are Available

As the operator of the Predictive Dialer system, you will have the ability to choose what happens when all agents are talking to someone:

1) You can have the system stop dialing completely until an agent becomes available. Dialing
will automatically begin again as soon as an agent becomes available

…or…
2) If you have chosen to have the system stop dialing when there are no agents available, each
agent can anticipate finishing a call and click a button to tell the system to begin dialing
again prior to his or her actually completing that call.

…or…

3) You can let our sophisticated system “predict” when agents will be available and dial accordingly. Predictions use an algorithm based on the average length of wait time for an available agent for each “campaign”. The more experience our Predictive Dialer gets with each of your campaigns, the more accurate it becomes predicting when to dial. Note: There will be cases where the system “predicts” that one or more agents will be available at a certain time, and begins dialing, yet no agents do actually become available when a call is answered by someone. In those cases, laws may require the system to leave a pre-recorded message to anyone that answers. Laws vary from state to state or country to country; therefore, the system can be tailored to suit your needs and/or legal requirements.

No Answers & Abandoned Calls

Our system is capable of full compliance with US Federal Laws which prohibit telemarketers from abandoning any outbound telephone call, and provides, in a safe harbor provision, that to avoid liability under this provision, a telemarketer must: abandon no more than three percent of all calls answered by a person, allow the telephone to ring for fifteen seconds or four rings, whenever a sales representative is unavailable within two seconds of a person’s answering the call, play a recorded message stating the name and telephone number of the seller on whose behalf the call was placed; and maintain records documenting compliance.

Agent Scripts

Each calling campaign can have its own set of scripts for agents to read on the computer’s screen while talking to people. The supervisor can update the scripts at any time, and they automatically are updated for each agent. The scripts can be “smart”, which means that agents can click on different scripts, depending on the responses of the person who has been called.

Agent Call Recording (Logging)

Conversations may be recorded with the click of a mouse by the agent. Conversations are recorded (logged) on the server computer’s hard drive. Saved conversations are easy to find because they are labeled with the agent ID, telephone number called, date, and time.

Agents Using Pre-recorded Messages

When agents are speaking with a live person or if they get an answering machine, they can click on a button on their screen to play any one of your pre-recorded messages. This allows the person to hear a message exactly as you want it or it allows it to be played in a certain person’s voice (example: a politician or celebrity).

Conferencing Calls by Agents

While speaking with someone, agents can conference in a third party (such as a supervisor) on-site.

Transferring Calls by Agents

The agent can also transfer a call (and then drop out of the call) to anyone anywhere on-site or off-site. To perform on-site transfers, you will need a PBX or your telephone lines will need either the “3-way calling” or “call transfer disconnect” feature from your telephone company. To perform off-site call transfers, your telephone lines will need either the “3-way calling” or “call transfer disconnect” feature from your telephone company.

Scheduling Call Backs by Agents

If the person called wants to be called again at some future time, the agent can easily set up an automatic reminder. When the agent clicks on the desired call back date and time on a calendar, that person’s phone number will automatically be set to pop up when it’s time to call that person.

Or, to find out more about our Predictive Dialers email us at info@autodialersonline.com, or Call Toll Free at 1-800-364-4086