Predictive Dialing Mode to Outbound Order Processing Systems

Profitability of any business directly depends on its sales levels. Many companies employ telemarketing and outbound call campaigns to sell more. Yet, old-fashioned outbound telemarketing proves to be less efficient now. Low efficiency of mere telemarketing is due to the fact that customers cannot place their orders instantly when they receive a call from your agents and are convinced to make a purchase. Now, it is important to apply a new approach to transaction and order processing, which incorporates two systems that would allow not only turning visitors to customers by convincing them to place an order, but also instant processing of those orders.

Those ideas are not new. Since technological progress is on the fast track, various approaches to increase productivity of outbound call campaigns have been tested and implemented leaving outdated telemarketing tools lagging behind. Nowadays, single applications cannot satisfy all business needs of a company but only a peculiar one. New approach to transaction and order processing is based on the use of upgraded full-scale network-based programs, which can be used by multiple users simultaneously. Thus, upgraded tools and systems for outbound call campaigns can comprise this package of applications developed to provide all wide range of services and features to customers instantly.

Previously, companies used scripting and list management for maintaining their customer databases. Some of these companies grew into customer relationship management enterprises having applied new approaches to transaction and order processing. Now these companies offer wide range of tools and services that are aimed at increasing efficiency and productivity of your outbound call campaigns.

Consequently, if your company needs to increase sales through enhancing outbound call campaign efficiency, you might consider a number of applications in your new approach to transaction and order processing. One of such technologies is predictive dialer, which can be acquired in package with other applications of outbound system. Predictive dialer application, for example, is aimed at increasing sales level, while there are applications aimed at measuring customer satisfaction levels, predicting buying behavior of potential customers, etc.

Although you may find different application at different prices from different vendors, it is strongly advised to buy outbound system and applications from one developer so that all applications and programs are compatible with each other. Furthermore, single software developer and provider will guarantee the conformity of predictive dialer and other transaction and order processing applications to the highest standards of your outbound system.

The call center telemarketing software offered by Syteg is used by many businesses across the world, making them one of the superb call center solutions. Many companies are fans of virtual office applications because they provide on-demand live operator based support.

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The Dos and Don'ts of Predictive Dialers

Predictive dialers used to be and still remain among the best tools that a call center has at their disposal. They could dial multiple phone numbers, and direct the calls that actually resulted in a response to the next line that is available to take them. They help companies save tremendous amounts of time- instead of having a representative sit there and physically dial each number until they found one willing to pick up, a predictive dialer could dial multiple numbers in a short period of time, and connect the good ones to whichever representative was free. Simple, right? The thing is, there are some positives and negatives to using a predictive dialer, and some definite Dos and Don'ts that businesses should follow.

First, understand that there are different types of predictive dialing systems. Some may be integrated into your pbx system while others can operate independently. Choosing the right predictive dialer could be challenging and requires thorough knowledge of your call process and business and regulatory requirements. Your job is to make sure that you're getting the right features and the legal compliance you need. Predictive dialers have been associated with a lot of "spam phonecalls," so there are laws in place to limit what they can and cannot do. These laws had evolved over the last decade trying to keep up with the latest challenges presented by rapidly evolving communication technology.

Next, do not confuse real predictive dialers with automated dialers or message broadcast systems. Automated dialers and message broadcast systems are in essence capable of dialing calls automatically often coupled with voice mail detection, while full predictive dialer actually performs calculations based on the number of lines available, the odds of connecting to a live person, and how long it generally takes a representative to take and complete a call. Most VoIP service providers offering this service also allow you to cross-reference call lists with the national Do Not Call registry, to help businesses stay in compliance with Do Not Call laws.

Then, do limit the number of abandoned calls that result from a predictive dialer. An abandoned call happens when a predictive dialer connects to a person, and there is no representative available to take the call. Needless to say, the person isn't going to stay on the line, so they hang up. Under federal regulations, companies are not allowed to have more than three percent of their predictive dialer calls result in abandoned calls. Nonetheless, that three percent is a pretty big number, and businesses should always strive for as few abandoned calls as possible. Each abandoned call is a potentially alienated customer.

Lastly, do not rely on a predictive dialer to call a valuable lead. Things like that should absolutely always be handled by an actual representative. Predictive and automated dialers have been in use for so long, most people are conditioned to detect them (usually by a click, or a pause, or a recording asking them to wait for the next available representative) and then just hang up. Don't run the risk of alienating a key lead- no matter how good your dialer is, have a live person call them.

Predictive dialers have an important place in any call center. Good ones can drastically cut down on the amount of time that representatives spend dialing the phone only to be hung up on, can automate call logs, and can predict how and when certain calls will end. They're certainly worth using, as long as businesses know what they're getting into.

Sam Rozenfeld runs DLS Internet Services, a business VoIP service provider. He shares his thoughts and a service provider's prospective on how hosted VoIP is being adopted by business community. Go to TelephonyYourWay.com/blog to see more.

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