Email UsPredictive Dialler - Infinity Dialler
Predictive dialling is now becoming commonplace within our industry, but it is a system that needs careful thought before putting into place. With the right technology, productivity improvements of over 100% are common as it frees agents from spending valuable time listening to ring tones or the engaged signal common with manual and basic automated dialling systems. In these environments, an agent"s productivity is directly proportional to the answer rate of customers and predictive dialling does away with this rate-determining step.
By implementing predictive dialling, you effectively dial enough numbers simultaneously to guarantee that a connection is achieved for your waiting agents, although you must ensure you achieve these high levels of productivity within regulatory boundaries and in line with customer management best practice.
The Infinity Dialler is one of the most efficient outbound solutions available, enabling you to increase both the productivity and the results generated from your outbound calling activity. What is more, it can be delivered as a customer premise based solution or as a hosted Software As A Service solution.
The Benefits Of Predictive Dialling
Predictive Diallers dramatically increase the productivity of all contact centres. In a typical manual outbound call centre, agents are in communication for an average of 40-50% of the time; with Predictive Diallers, this time dramatically increases to the 75%-80% range. Such improved productivity gives rise to direct, quantifiable benefits; either increased calls per day per agent, or allowing staff reductions whilst maintaining call volumes. We have a short video presentation about the benefits of Infinity Dialler.
How Does It Work?
The Infinity Dialler utilises advanced and proven algorithms to automate your dialling in a precise manner that suits your business. The algorithm is used to calculate the optimum number of calls to dial simultaneously to ensure live contact is established for the number of agents you have available. Only answered calls are presented to your agents, eliminating the wasted time traditionally spent listening to ringing or to an engaged tone. With embedded CTI, as the call is connected to the agent the customer details along with the reason for the call is popped onto the agent"s desktop.
The Infinity Dialler has real-time intelligence that enables it to immediately adjust dial rates according to the number of agents available. This provides considerable value when operating flexible working, blending agents across inbound and outbound, or blending agents across multiple media.
Quality And Best Practice
Our outbound solutions are specifically designed to fully comply with both regulations and best practice in particular around abandoned calls, scheduled call-backs, and dedicated agents.
Rapid Deployment
Infinity Dialler is a standard application that is seamlessly embedded into Agent Desktop. It comes with a suite of simple-to-use tools that management and supervisors can use for administration and planning and with huge productivity and efficiency increases, is a "must deploy" technology.
"Infinity Dialler offers a huge raft of near instant benefits to contact centres of all types. And it"s quick and easy to implement."
Bernie Kane, Director, Infinity CCS.