Hi,

What are the possibilities for the below mentioned requirements in Predictive Dialing Systems:

1. A call need to be transfered to an another call center agent, hold for 30 seconds approx. to the transfered conversation and then hang-up by the agent.

2. Disconnected numbers/ wrong numbers should be flagged and removed from list.

3. When an agent re schedules the call, when call matures at the re-scheduled time, it should go to the same agent who did re-scheduling.

4. When an agent schedule a call back the matured call should go back to the same agent.

5. Automatic Recycling of call list at pre determinned times in a day.

Thanks,

Malick.

Hi Malick,

All of what you ask can be done by telephone systems in general, it's when you get into PDS they become more of an issue.

1) This is no problem, and I've done this with a PDS myself for live sale verification. However, the second agent cannot be part of the dialing group.

2) This should be the case anyway - terminal dispositions should close leads.

3 & 4) (Which I think are the same questions) Dialers work on probability. This probabilty is about an agent becoming available at a particular time, not a specific agent becoming available. If you want a system to do this it could not be truly predictive - it would be more "progressive" or "power" dialing.

5) This is possible with most diallers - you can usually manually recycle as well.

Regards,
Darryl
www.darrylbeckford.co.uk

Whilst I broadly agree with Darryl's reply some areas of his response don't apply to all diallers -


3)&4) Whilst predictive diallers do work on probability it is still possible to have agent-specific callbacks. The dialler can identify such calls and adjust the dialling algorithm to reflect the fact that,for the duration of the callback, the agent is not going to be available to handle the general pool of predictive calls.

This facility is particularly valuable in sales environments where the agent wants to build a rapport with the customer.

Ken Reid

www.rostrvm.com

Most predictive dialers have the call back features mentioned.But make sure that the company you choose has the support and customer service in your area to back up what they sell. I have made that mistake before!

Hi,


I think it is not just the features of the PD which are concerned in all the points you ask about. It is the integration of the PD with the CRM solution which will offer you all the features. Any good pPD/CRM combination will give you all these capabilities.

I know , the system we use does all that you have asked for.

While selecting a system there are many variables one should look for, list them and ask the supplier for them.

Dadi

dadi@hypersoftindia.com

I have founf in the past the when using a predictive dialer to cut down on the number of answer phones but also give people a chance to answer you need to set the system to ring a minimum of 3 rings and no more then 5.

Hi Malick,

I worked on couple of PD systems in the past & done some evaluation on the
PDS.These features work with most of the PD systems.

I have also used automatic rescheduling & filtering of unwanted nos.

Deepak Jain
www.freeonlinebooks.net

Thanks Jain and everybody,

PD seems to be a tricky piece of software application in call centers and to make it work to "near perfect performance" one needs to put lot of effort and intelligence.

Rescheduling and filtering of unwanted numbers:-

Rescheduling:
Rescheduling as a Switch disposition
Rescheduling as a Agent disposition
How effectively the above can be done?

Filtering of unwanted numbers:-

How effectively the above can be done.

In our call center (Arithma, Chennai, India), we are using Braxtel (UK) Fluency PD System and in the reports the following dispositions are there:

Live Calls xx
No Answers xx
Busies xx
Other Telco xx
Answering Machines xx
Faxes/Modems xx
Abandoned Calls xx
Called Party Hangup xx
Timed out calls xx
Fast Busies xx
Total calls xxx

What are the dispositions unwanted for next cycle of calling?

Some more PD issue:

Answer Machine Detection Accuracy:

Some PD vendor claims 99% accuracy. How is it possible?
(with Human voice digitised replacing and added to IVRs)

Privacy Manager

Now in USA customers are using Privacy Manager application in the phone.
What is PD technology answer for this?

Thanks,

Malick,
Arithma, Chennai, INDIA.

Hi Malic,

I have been reading your comments, regarding this query i think there is a product ,TeleSynergy which can solve these issues.

Thanks,

Vishal Sheth