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Predictive Dialler software dials through a pre-defined list of numbers and connects any answered calls to a free agent in a call centre environment. This frees up your agents to focus entirely on customer interface rather than the time-consuming process of dialling one call at a time. If your business currently uses one agent to one call, then a predictive dialler will significantly increase staff productivity and utilization.
Predictive diallers streamlinethe call process, thus improving efficiency and reducing time wasted. In all likelihood, only 1 in 3 calls made are answered by the customer or client. This means that two-thirds of an agent’s time is potentially wasted. A predictive dialler, which can dial three numbers at once, eliminates this problem by abandoning unanswered calls and forwarding only the productive calls to your agents.
Predictive diallers use behavioural averages to determine how soon to dial a new set of numbers after a call has been passed on to an agent. On average, it takes a person 10 seconds to answer a call and 90 seconds to have a full conversation. Using these figures, a predictive dialler will begin calling a new set of numbers after an agent has been on an active call for 80 seconds. The result is that a minimal amount of time is wasted between calls as an agent is likely to be passed a new call within seconds of terminating an old one.
There are strict regulations surrounding the use of predictive diallers and Comms Consult works with our clients to ensure that these are adhered to. When using a predictive dialler, only 3% of answered calls are permitted to be abandoned. An abandoned call is defined as any call not taken by an agent within two seconds of the person’s greeting, after which time a recorded message plays and the call is disconnected. We design our systems so that once the limit of abandoned calls has been reached, the dialler will switch into progressive mode.
I contacted Geoff through his website. He came and talked through our technical needs and specification and we discussed where the current system failed and where any potential solution could assist with using technology and
Geoff and Comms Consult were recommended to me by one of their existing customers as I had a very tricky multi-site telephony installation requirement. I was using a Multi-node Cisco CM system with around 600
We were recommended to Geoff at Comms Consult by one of his existing customers in the office next door to ours. We are located in a managed office complex and were moving to a larger