Predictive/Auto Dialer Question

[LeeFred]

I am manager a call center (outbound) of about 120 people. We do mostly customer loyalty and customer service feedback research for a few companies. 3 years ago we only had 35 people, so we are rapidly growing. One of the main growing pains is managing and monitoring 120 people. (Making sure they are constantly calling, not taking extended breaks, etc) A solution I have proposed is for an auto/predictive dialer. The COO and CEO (my bosses) shot this down in a heart beat. They say that the predictive dialers have a delay from when the customer answers the phone to when the caller is plugged in to speak to them and that our clients would not like us to use them for that reason. My response was that it can't be that long and this would allow us to make sure that everyone was constantly attemting to contact people. Could anyone provide me with some providers they use and what kind of issues if any have you had with them as far as the delay from when the customer picks up the phone to when the caller can speak. Any help at all would be great.

[globalspan]

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[samm73]

My experience with dialers is limited to Davox/Aspect dialers, but the main reason for delay between the caller picking up the phone and the agent getting the call in thier ear is simply running the dialer too aggressively.

You need a dialer administrator who knows how to watch drops and aborts and tweak the dialing ratio accordingly. If your ratio is correct the agent will hear the customer say hello the first time.

[listbroker]

Originally Posted by LeeFred

I am manager a call center (outbound) of about 120 people. We do mostly customer loyalty and customer service feedback research for a few companies. 3 years ago we only had 35 people, so we are rapidly growing. One of the main growing pains is managing and monitoring 120 people. (Making sure they are constantly calling, not taking extended breaks, etc) A solution I have proposed is for an auto/predictive dialer. The COO and CEO (my bosses) shot this down in a heart beat. They say that the predictive dialers have a delay from when the customer answers the phone to when the caller is plugged in to speak to them and that our clients would not like us to use them for that reason. My response was that it can't be that long and this would allow us to make sure that everyone was constantly attemting to contact people. Could anyone provide me with some providers they use and what kind of issues if any have you had with them as far as the delay from when the customer picks up the phone to when the caller can speak. Any help at all would be great.

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[hardikcc]

I think your bosses have misunderstood the concept. This kind of problem occurs when dialer pacing ratio is set higher than required. Normally the pacing ratio is kept based on the accurancy of the data, if the dialer administrators monitors the dialer and the leadset properly, this problem doesn't occur.

Regards,
Hardik

Originally Posted by LeeFred

I am manager a call center (outbound) of about 120 people. We do mostly customer loyalty and customer service feedback research for a few companies. 3 years ago we only had 35 people, so we are rapidly growing. One of the main growing pains is managing and monitoring 120 people. (Making sure they are constantly calling, not taking extended breaks, etc) A solution I have proposed is for an auto/predictive dialer. The COO and CEO (my bosses) shot this down in a heart beat. They say that the predictive dialers have a delay from when the customer answers the phone to when the caller is plugged in to speak to them and that our clients would not like us to use them for that reason. My response was that it can't be that long and this would allow us to make sure that everyone was constantly attemting to contact people. Could anyone provide me with some providers they use and what kind of issues if any have you had with them as far as the delay from when the customer picks up the phone to when the caller can speak. Any help at all would be great.

[truetel25]

I also work at a call center that happens to design and develop predictive dialers as well. We are a Canadian based call Center in Ontario. First of all, with regards to the delay - its about 5 seconds if that and does not make any difference to the call. I dial all day long on a dialer and have been for 7 years- different companies different dialers - same result. LOTS MORE CALLS. Agent just has to simply be aware that the customer has said hello already by the time they get the call and just go right into pitch. No biggie but compared to manually dialing- I can't believe big centers still do that! There is no way to gauge efficiency of leads or of agents work, no way to gauge production, less calls = less leads= less conversion=less sales=less $$$!!!
If you are interested in a predictive dialer that is the cheapest by far on the market today - is software based and user friendly, and can be either purchased or leased by the seat. We experience 0 downtime and about 500 calls per agent in a six hour shift. Good luck - and for your sake if you are dialing I hope you get to see what difference a dialer will do!

[dialforme]

Originally Posted by LeeFred

I am manager a call center (outbound) of about 120 people. We do mostly customer loyalty and customer service feedback research for a few companies. 3 years ago we only had 35 people, so we are rapidly growing. One of the main growing pains is managing and monitoring 120 people. (Making sure they are constantly calling, not taking extended breaks, etc) A solution I have proposed is for an auto/predictive dialer. The COO and CEO (my bosses) shot this down in a heart beat. They say that the predictive dialers have a delay from when the customer answers the phone to when the caller is plugged in to speak to them and that our clients would not like us to use them for that reason. My response was that it can't be that long and this would allow us to make sure that everyone was constantly attemting to contact people. Could anyone provide me with some providers they use and what kind of issues if any have you had with them as far as the delay from when the customer picks up the phone to when the caller can speak. Any help at all would be great.

Hi dear ,

I must say its totally a misconception that their is a delay in between when,the customer answers the phone to when the caller is plugged in to speak to them. Predictive dialer don't work like that. It only transfers a call to a agent when the customer is picking up the phone, otherwise it will dispose the call automatically.Normally the dialing ratio is set to 1:2(2 calls per agent). The dialer dials 2 call for each agent so that they dont have to wait for calls and dont get much time to sit idle.Now the question comes that if the dialer dials two calls for each agent then thir would be a huge call drop if all the calls gets connected ( as normally the dialer drops a call if their is no free agent available) which your clients wont like i think. But Normally it never happens and it has been seen that when dialing from predictive dialer it increases productivity by atleast 20% than you use to get in normal.You can even increase the call ratio to diminish the idle time. Their are lots of other features that a predictive dialer uses to decrease the agents idle time like AMD(answering machine detection),fax tone detection etc. etc. u can imagine if a caller takes 100 calls in 5 hours and among them 20 are answering machine,5 are fax tone,10 are wrong no. and their are lot other things that hamper production. then u will see that the caller is actually taking only 40 or 50 productive calls. But in predictive dialer those calls are nebver transferred to agent and as a resullt you will get more productive calls. You stated here that you also have real problem in keeping eye on your agents.a predictive dialer can also solve that problem, as it has a nice reporting format and you can easily get the reports at the end of day or any time when its required to check who have taken how many calls and how they disposed it and lot more.you can even monitor them online while taking calls . So go ahead for the predictive dialer if you really want to change your productivity level. Feel free to ask for help whenever required

Reff:
I am working as a technical support for more than 3 yrs in bpo's, and normally responsible for dialer administration. I have knowledge in some dialers like(Parsec, drishti, avhon, strata soft). currently i am working with concerto.