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Many organizations use telemarketing to generate leads
and increase sales. The typical approach involves setting up a list
of people to call, dividing and providing this list to telemarketing
personnel and having them make calls to the people on the list. The
problem with this approach is how much time it takes to get a live
person on the phone. On average, if you are calling consumers at home
during the permitted times for unsolicited telemarketing (9 AM to
9PM) you will reach live people with only 12% of the calls you dial.
This means your agent has to manually dial many unsuccessful calls
before getting a chance to speak with someone. After actually getting
a live person on the line and making a presentation, the agent has
to start the dialing process all over again. The frustration with
getting someone on the phone is a large contributor to poor telemarketing
agent morale. The agent wants to make presentations, not endlessly
dial the phone. This is where predictive dialing can help. Instead
of the agent handling the process of getting someone on the phone
- the agent spends time productively - making presentations to live
people.
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The agent no longer has to wait for the "chance" that
someone will answer the phone. Once an agent decides to accept a call,
within thirty seconds the agent is talking to a live contact. A live
agent does not handle non-productive calls (No Answers, Busy Signals,
Bad Numbers and (optionally) Answering Machines). Instead, the predictive
dialer screens these time wasting failed calls before they ever have
a chance to get sent to an agent. The agent works faster, making many
more contacts per hour than manual dialing could ever permit. The
call center gets better results - the agents are making more presentations
every hour, thus increasing the number of successful contacts per
hour. The agent works better because the agent can work smarter -
they know that a live person will be available when they are ready
to talk. This keeps the agents fresher, and makes the same amount
of time produce more positive results. Happy agents are more pleasant
over the phone - the better the agent confidence and attitude, the
better a presentation is made to the prospect.
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| The good news is that this advanced technology can be easy to use.
The agents can learn how to operate the software on their desktop
in less than an hour. Agents will find that the system organizes all
of their calling activity - automatically. Scheduled Callbacks are
presented to the agent at the time the callback is due. Completed
calls are managed with an easy to use "disposition" entry that is
a natural part of ending the conversation. Notes on previous conversations
are available right on the screen when a call is delivered to an agent.
Callback notes are presented to the agent before a callback is made.
Gone are the endless notes, post-its and scraps of paper that agents
used to keep a handle on prospect information. All information entered
by agents is available for review in the system at any time by a supervisor. |
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| Extensive reporting allows for tracking agent call handling statistics,
talk time and the results of completed calls. Your call center manager
need only click a mouse in a few places to get letters automatically
printed for prospects that have requested information. This integration
of the calling process and your marketing efforts brings dividends
in handling more prospects in less time - more effectively! No one
can "fall through the cracks" when the computer keeps prompting you
on the next action to take. |
| What does it take to install this technology in your office? You
need only industry standard PC systems with Windows 95/98 on the agent
desktop. A simple LAN network connects all the systems to a central
database server and to the Predictive Dialer system. Headsets are
installed at each agent location and phone lines are connected to
the Predictive Dialer. That’s it! Typical installation time is 1-2
days. If you already have PC's and a LAN, you have most of what you
need to get the system up and running quickly. You don't need a lot
of technical knowledge to use the system - it is specifically designed
for non-technical people. The system manager receives two days of
training and is ready to start operating the system full time. Our
personnel will guide you through your first few days of operation
to be sure that the system works to your satisfaction. |
