DOW Networks' Outbound Call Center Solutions include predictive dialing functionality that dramatically improves agent productivity by maximizing their talk-time with clients. We offer Hosted Predictive Dialers and Premise based Predictive dialers also known as Auto Dialers.
If you are manually dialing outbound calls, as much as 70-80% of your agent's time can be consumed by the dialing process: choosing a number, dialing the number, listening to busy signals, wrong numbers or answering machines and leaving messages.
The predictive dialer automates the outbound dialing process. It selects the next number to be called from the call list loaded into the system, dials the number, waits for a human response and only passes a call to an available agent when it connects with a human voice. The dialer detects answering and fax machines, voicemail, no answers, busy signals and operator intercepts for disconnected numbers and prevents these calls from reaching an agent. The predictive dialer also avoids "do-not-call" numbers to ensure regulatory compliance.
The predictive dialer has the intelligence to predict the availability of the next agent ready to take a call. It uses mathematical algorithms to calculate the numbers of unsuccessful call attempts as well as agent ready, talk and wrap-up times, then dials simultaneous calls per agent, passing a live call to the next available agent with dramatically reduced wait time.
Call center managers can adjust the dialing pace based on agent availability which reduces the call abandoned rate.
DOW Networks Outbound Call Center Solutions help improve the performance of telemarketing, debt collection and all other outbound calling activities by increasing the time agents spend on the phone talking to actual customers or prospective clients.
