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What are the cost savings and revenue generation difference between predictive dialing vs. manual dialing?
Predictive Dialers can dramatically increase the productivity of any call center where the telephone is used as the main form of contact. Manual outbound call center service agents only talk an average of 15-20 minutes per hour. MarkeTel.s Predictive Dialing solutions have demonstrated talk times in the 50 minute range, giving you an increase in productivity of nearly 250%! This translates into direct savings for your company, either by allowing your call center to handle more calls per day with the same number of agents, or by allowing you to reduce your staff significantly, while handling the same call volume. Additionally, MarkeTel.s unique Predictive Dialing software, Prospector, has the ability to handle multiple inbound/outbound calling campaigns, use multiple phone books in each campaign, and lower training time (train agents in as little as 5 minutes) which reduces the cost of training new and existing staff drastically over the course of a year.
Cost Savings and Revenue Generation as a result of MarkeTel's Predictive Dialing Solutions:
- ROI within 6-12 months
- Increased productivity by 250%
- Lower Operating and Recruitment Costs
- Database Management
- Handle multiple campaigns
- Seamless Integration.
- Total Call Compliance
For your reference please see a real case study done for one of MarkeTel's clients, noting slides 6 through 12
Predictive Dialer vs. Autodialer?
An autodialer will auto dial customers and provide information, conduct surveys, or leave messages on the
customer's answering machine.
The options of an Autodialer outbound: It can deliver messages or get responses from members, employees,
customers, and prospects.
Inbound: It can answer your telephone 24hrs a day. Offer menu choices of information take voice mail
messages and even transfer calls. It can also be used to get responses, such as Yes or No.
When an autodialer calls it can simply leave a message or it can ask for a response. You may obtain
responses by recording their voices, asking them to press a key, to respond to choices or transfer to
a live operator. All you have to do is just record your messages, select which data base you want to call,
when you want it to start and stop, and then let the autodialer go to work by calling everyone.
A Predictive dialer is an automated dialing system that empowers call centers so that they can spend 50
minutes of each hour talking to live prospects. Telemarketers no longer waste time dialing numbers or
listening to no answers - all they do is talk to prospects. Predictive dialers have more telephone lines
than telemarketers, which are used to initiate phone calls while telemarketers are talking to prospects.
A complex mathematical formula called "algorithms" is used to "predict" the average time it takes to get
a live answer and the average length of each conversation, so that telemarketers flow seamlessly from good-bye
to hello. It is common for productivity to double or triple when making the transition to a predictive dialer.
Is Predictive Dialing Illegal?
Predictive Dialers are "NOT" illegal !
Autodialers are illegal and this is why :
Much legislation is already in place - most prominently federal legislation such as the Telephone Consumer
Protection Act of 1991, but, often state legislation requires a calling firm to maintain "do not call" lists
of individuals who have previously asked not to receive calls. The caller is responsible to verify that the
number he is calling is not on the "do not call" list.
A few examples:
H.B. 589 (Act 99-450, effective July 1,1999 and July 1,2000) establishes a state-operated do-not-call data
base by July 1,1999. Every company required to register as a "commercial telephone seller" in Alabama is
required to comply with the state do-not-call list by January, 2000.
SB 160 calls for the establishment of "do not call" lists. The Arkansas Senate passed the proposal and
referred it to the Arkansas House.
Four proposed laws (HB 5209, HB 5535, HB 5537 and HB 6557) would require the maintenance of "do not call"
Florida law requires the maintenance of a statewide "do not call" list, which telemarketers finance.
Consumers pay a small ($10) registration fee to be included on it.
Georgia House Bill 71, which the Governor signed into law in 1998, requires the compilation of a state
database of "do not call" numbers. It also forbids the solicitation by telephone to Georgians who have
registered with the Georgia Public Service Commission. Sanctions include the possibility of a $2,000 fine
The Governor of Kentucky signed the Kentucky Senate Bill into law in April, 1998. It mandates "a state
database of persons who do not wish to receive telephone solicitations". The Kentucky Attorney General
is mandated to update a list of the database on a quarterly basis, for businesses to purchase.
||What kind of training do I need to operate the MarkeTel predictive dialer? What kind of training do my telemarketers need?
Even if you have no experience with predictive dialers, you donít need any kind of special training to operate our system.
The simple step-by-step start-up will not only see you install the system yourself, youíll be predictive dialing in mere minutes!
With our simple touchtone keypad entry to register call results, your telemarketers will take only mere minutes to become comfortable
with our system. Your time spent on training will be more productive, as you wonít have to spend unnecessary time training your
telemarketers on how to use a networked system. Instead, you can focus more time on actually teaching your telemarketers how to sell
and overcome objections.
||What kind of results can I expect with your system?
A telemarketer manually dialing is performing well if he/she is actually talking to prospects for 15 to 20 minutes out of each hour.
The rest of the hour has the telemarketer dialing phone numbers and waiting and listening for each connect. Our predictive dialer will
allow your telemarketers to be done with all of the dialing and waiting and increase that 15-20 minutes of talk time to 50 minutes per hour.
You can expect your productivity to increase by the same margin as your telemarketers are doing what they have always done, only now a lot
more of it.
||How does it work?
A predictive dialer has more phone lines than telemarketers. These lines initiate calls while your telemarketers are talking
to people. A complex mathematical formula (predictive algorithm) is used that predicts when each telemarketer becomes available,
allowing your telemarketers to flow seamlessly from good-bye to hello.
||What is involved if I wish to expand my telemarketing as my business grows?
Expansion with the MarkeTel predictive dialer is a simple, stress free process. First, get the required number of
phone lines to plug into your additional dialer(s) and simply connect the dialer with your existing system. From one
computer, you may run as few as 4 telemarketers or as many as 20 telemarketers.
||How does the dialer know where to dial?
You need to import your call list into our software. Your call list needs to be stored electronically in ASCII
Comma Delimited format. Here is an example of what the records will look like as they appear in the file:
"Doe","John","1955 1st Dr","Marietta","GA","30062","555-555-5555"
"Doe","Jane","1955 2nd Dr","Marietta","GA","30063","555-444-4444"
||My state has implemented stern legislation regarding "Do Not Call Lists". Does this affect your system? Can a "Do Not Call List" be integrated with your predictive dialer?
Yes! Maintaining a Do Not Call List (or "Skip List") is vital for any organization that relies on telemarketing.
In fact, our system allows you to keep track of those people who donít wish to be called easily and accurately.
A touch of a button is all that is needed to put someone on a Do Not Call List. A manually dialing phone room has
a much more difficult and time-consuming task attempting to maintain a Do Not Call List; there is often too much
paperwork to manage and the possibility for human error is great. Once you have added a number to your Do Not Call
List, you wonít call that number with our dialer unless you tell the dialer to! As well as fulfilling a very important
legal obligation, your telemarketers wonít waste any time calling those that donít wish to hear from you.