Improve Call Center Agent Productivity
Predictive Dialer Phone Systems
For several decades, Database Systems Corp. (DSC) has been a leading provider of automated contact center phone systems. DSC also provides phone services as well as predictive dialer systems and software.
Our PACER and WIZARD predictive dialer systems are state-of-the-art phone systems that can also process inbound and outbound phone campaigns at virtually any type of call center. Our PACER predictive dialer supports digital T1 phone lines while the WIZARD phone system is our entry level analog predictive dialer.
What Is A Predictive Dialer?
A predictive dialer is defined as the following:
A predictive dialer is a computerized phone calling system that automatically dials telephone numbers from a controlled list for the express purpose of connecting the "live answers" to agents assigned to sales or other campaigns. Predictive dialers and predictive dialing campaigns are widely used in customer contact centers.
One of the unique features and advantages of the DSC predictive dialer phone systems is the fact that they can deliver calls to your service representatives who are working from home or in multiple remote offices.
A predictive dialer has been proven to dramatically increase the amount of time a call center agent spends "talking" on the phone rather than waiting: a 2002 survey indicated an increase in talk time from twenty minutes an hour to almost fifty. The system is most suitable for low quality lists (ones that have suspect phone numbers or low probability of successful call completion) and large numbers of agents; a high contact rate can actually overwhelm the predictive dialing call center.
Contact DSC to learn more about our predictive dialer phone systems.
"Smart" Predictive Dialer
DSC is the leading innovator in "Smart" predictive dialing. DSC coined this phrase and developed the technology behind this advanced calling technique.
Most predictive dialing phone campaigns experience a low response rate from called individuals. This is usually because of the low quality of the campaign phone list. Call center agents talk more on the phone yet experience a high level of frustration because of low interest levels from the contacted individual.
Our predictive dialer, with outbound IVR features, can help qualify leads by automatically dialing phone numbers, detecting a "live" answer on the line, and playing a pre-recorded greeting message. This message can be a consistent, high quality introduction to your company, products or service.
Predictive Dialer Systems
DSC offers both affordable and expandable predictive dialer systems. These call center phone systems include a modern Windows PC with Dialogic computer telephony cards.
When combined with our extensive IVR software, these phone systems can perform both inbound call answering functions as well as many different types of outbound calling campaigns.
The WIZARD phone system is our entry level call center phone system that supports up to 48 analog phone lines.
If your predictive dialer calling center requires more lines, our PACER auto dialing system can be used to deliver outbound phone calls over hundreds of digital phone lines.
Predictive Dialing Software
Predictive dialing software performs many tasks. Essential to a predictive dialer system is a list manager that organizes phone lists into demographically related groups and passes these phone numbers to the actual dialer.
The predictive dialer phone system is managed by proprietary pacing algorithm that uses many factors in determining how many phone numbers should be dialed to keep a specific number of agents busy, while avoiding calling too many numbers.
Different Dialing Techniques
The PACER and WIZARD phone systems can perform many types of outbound dialing campaigns. Each of our phone systems calls numbers from a computer managed phone list. The DSC dialer delivers messages to individuals or answering machines or can distribute the calls to live operators.
Besides predictive dialing, the following are the different types of auto dialing techniques available with these phone systems.
The remaining auto dialer techniques are used in conjunction with contact center phone agents. These agents are either local to the contact center or can be working from home or in remote locations.
- Voice Broadcast - Phone system delivers a pre-recorded message to live answers and answering machines. If another call status is detected (busy, etc.), our
phone systems can reschedule the call for a later time. Simple messages can be delivered or the call recipient can be presented with an IVR script that accepts touch phone responses.
- Preview Dialer - Phone agents view call information prior to the call being placed.
The agent can decide not to initiate the call.
- Progressive Dialing - This dialing method passes the call information to the agent at the same time the number is being dialed by the phone dialer.
The agent usually has a few seconds to view the call information, but cannot stop the call process.
- Smart Predictive Dialers - Phone system places calls, plays recorded messages and prompts, and passes the calls to your agents only when the called individual
requests a contact.
Call Us Today
Contact DSC for a FREE analysis and quote and to learn more about our PACER and WIZARD predictive dialers.