Wednesday, December 8, 2010
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Telemarketing: Predictive Dialer Review
Telemarketing: Predictive Dialer Overview
Chapters: Predictive Dialer. Source: Wikipedia. Pages: 109. Not illustrated. Free updates online. Purchase includes a free trial membership in the publisher's book club where you can select from more than a million books without charge. Excerpt: A predictive dialer is a computerized system that automatically dials batches of telephone numbers for connection to agents assigned to sales or other campaigns. Predictive dialers are widely used in call centers. The autodialer preceded the predictive dialer. While the basic autodialer merely automatically dials telephone numbers for call center agents who are idle or waiting for a call, the predictive dialer uses a variety of algorithms to predict both the availability of agents and called party answers, adjusting the calling process to the number of agents it predicts will be available when the calls it places are expected to be answered. The predictive dialer monitors the answers to the calls it places, detecting how the calls it makes are answered. It discards unanswered calls, busy numbers, disconnected lines, answers from fax machines, answering machines and similar automated services, and only connects calls answered by people to waiting sales representatives. Thus, it frees agents from the task of manually dialing telephone numbers and subsequently listening to ring tones, unanswered or unsuccessful calls. A predictive dialer can dramatically increase the time an agent spends on communication rather than waiting; a 2002 survey indicated an increase in talk time from twenty minutes in the hour to almost fifty. The system is most suitable for low quality lists and large numbers of agents; however, an unexpectedly high contact rate can overwhelm the system leading to call abandonment. Before running a campaign, Call list data is loaded into the dialer. The data is generally derived from a large database such as a telephone directory or similar listing from CRM software. Some predicti...http://booksllc.net/?id=277163
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