Altitude Unified Dialer is the right technology for successful proactive contact as it automates and adds intelligence to the dialing process.
Outbound voice handling is very important as economics of call management remain the most influential factor in contact center productivity. In today's marketplace there is a new push to ensure compliance with outbound regulations and manage information security, as well as continue to increase agent productivity and maximize revenue opportunities.
Best time to make a contact
Altitude Unified Dialer leverages customer information to determine the best time and the most economic way to make a successful contact. The process takes into consideration available human resources and compliance with applicable legislation.
Automated Dialing
Using Altitude Unified Dialer, there is no need for manual dialing or for time consuming number searches. Agents no longer need to manage unsuccessful responses such as busy, no answer, fax, answering machines, etc. An appropriate screen is automatically delivered to the agent's desktop, providing multiple functionalities, including a soft-telephone capable of handling all telephony operations, guiding script as well as a full customer interaction history.
Award winning Predictive Dialer
Predictive is mainly used to contact a large volume of customers within a short period of time. Predictive dialing frees agents from waiting during the dialing and ringing process. Agents spend their time answering calls and are not distressed with unanswered calls. Campaigns using predictive dialing can average agent productivity of 50 minutes per hour and nuisance ratios of three percent or less. Predictive dialing predicts when agents will be available and decides how many calls to make based on the success probability, the time for the contact to answer and nuisance ratios. Probabilities are continually updated, and nuisance ratios observed for optimal performance and legislation compliance.
Accurate Call Classification
In order to achieve such high performance, the predictive dialer must also account for unsuccessful calls. Accurately classify answering machines, faxes and modems. Calls that are not live human contacts are not transferred to the agent, helping maintain high levels of productivity. Call classification can also be configured to play a message when an answer machine is detected.
Powerful Agent Availability Prediction
One of the Altitude Voice's strengths in predictive mode is the ability to forecast agent availability. Nodes in the various applications correspond to various parts of the campaign script and allow the
Altitude Unified Dialer to calculate probability of agent availability. The technology notifies the assisted server whenever an agent changes from one node to another and statistical data helps determine the probable time when the agent will become available.
Integrated Scripting
Scripting enables agents to provide customers with detailed and customized argumentation, reducing required training time and allowing supervisors and team leaders to quickly respond to changing conditions or business needs. Adjustments to the script can be easily done on-the-fly.
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Predictive Dialers increase your agents talk time and contact rates. When dialing manually over 70% of your agent’s time is wasted. A predictive dialer can streamline the manual dialing process; choosing a number, dialing the number, listening to busy signals / wrong numbers / or answering machines, and leaving messages. Imagine a predictive dialer that helps increase your call volume by 200-400%.
TouchStar’s predictive dialer has won several awards and is proven to increase your productivity. Blend multiple simultaneous inbound, outbound, and voice messaging to maximize productivity with TouchStar’s Predictive Dialer. When intended parties are not available, call backs can be set automatically or by agent. The predictive dialer will detect answering machines and busy signals taking the appropriate steps for each.
TouchStar offers several types of campaign dialing options:
Predictive Dialer: Utilize TouchStar's proven predictive dialer algorithm to start dialing on multiple simultaneous lines per agent just before they are ready, to maximize productivity, passing them the next call the moment they are ready. Customers are able to manage their drop rate and dialing speed by campaign. A predictive dialer is most often used in business to consumer campaigns.
Power Dialer: Utilize TouchStar's proven algorithm to start dialing on multiple simultaneous lines per agent at the moment they are ready. Customers are able to manage their drop rate and dialing speed by campaign.
Progressive / Automated / Preview Dialer: At the moment agents are ready, a single record is displayed for them to review prior to connection and that single number is automatically called. Most often used in business to business campaigns.
Automated Voice Messaging with Text-to-Speech: Blast voice messages, with customized data per call to your prospects or customers. Most often used for event notification, appointment reminders, fundraising, and customer self service.
Blended Voice Messaging: Send voice messages that allow the called party to “Opt in” to be transferred to an available representative. Most often used for political campaigns, fundraising, and customer self service.
Click to Callback: Your website inquiry forms can include TouchStar code to immediately initiate an outbound call to the inquiring prospect or client.
Manual: Manual calls can be enabled, or disabled, by employee.
Compliance management is a critical piece of any predictive dialer. In the United States, federal and state regulations such as dropped call rates, time zones, display numbers, and Do Not Call lists must be managed. Many other countries will be adding regulations in the future.
Implementing TouchStar's Predictive Dialer can be done at your business "On Site," or as a hosted solution using TouchStar's Hosted "Dial On Demand" solution accessed via a secure internet connection.
TouchStar is a global leader in predictive dialing with more than 1,500 outbound dialing clients in a variety of industries. Contact us to learn how other businesses in your industry use predictive dialing, automated dialing, and automated voice messaging.
A predictive dialer increases contact rates by calling a specific group of phone numbers automatically on multiple phone lines based on variables for each of your individual lists. Some variables that a predictive dialer uses: number of representatives available, number of dialing lines available, contact rate, regulatory constraints, time of day, and wrap up time. A predictive dialer can also predict the average conversation time. The bottom line is that using a predictive dialer will save you both time and money.
A predictive dialer increases contact rates by calling a specific group of phone numbers automatically on multiple phone lines based on variables for each of your individual lists. Some variables that a predictive dialer uses: number of representatives available, number of dialing lines available, contact rate, regulatory constraints, time of day, and wrap up time. A predictive dialer can also predict the average conversation time. The bottom line is that using a predictive dialer will save you both time and money.
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