The content of the book is organized in such a way as to assist the reader in understanding the complete end-to-end process of automated outbound call dialing. Specifically, the reader will find the following steps described in detail: a) preparing a needs assessment, b) selecting and contracting a predictive dialer supplier, c) implementing a predictive dialer solution, d) applying change management principles to ensure "buy-in" by existing agents, d) handling and using dialer reports, and finally, e) benchmarking dialer improvements to ensure attaining the anticipated ROI.
CHAPTER 1: INTRODUCTION
This book was written for call center professionals. Predictive dialers, systems that automatically place outbound calls and deliver answered calls to agents, are the key to optimizing outbound call centers. Whether you ve just heard of predictive dialers, are considering the purchase of a predictive dialing system, or want to upgrade your existing system, this invaluable source of information will guide you each step of the way.
Today s call centers, while performing the same basic functions, are vastly different from one another. The same holds true for predictive dialers. While they all perform the same core function of dialing numbers from a list, they differ by: a) system integration, b) feature adaptation, and c) customer support provided. To maximize the benefit of your predictive dialer system, you must provide a clear description of your dialing needs to the vendor. From the start of your relationship with a predictive dialer vendor, your knowledge of your organization s business needs is more essential than is your knowledge of computers and/or telephony. Unlike some other call center equipment, you must manage the predictive dialer technology to address your specific needs, rather than have your business conform to the dialer technology.
When a predictive dialer system is managed properly, the results are amazing. As the following illustrations show, manual dialing typically results in, on average, 16 minutes of agent talk time per hour. The predictive dialer has the potential to more than double the customer contacts per hour per agent. Figure 1. The productivity impact of a predictive dialer
It s up to you to decide where you want your organization to be tomorrow and how to drive this business improvement process. You will also choose how you want to use this convenient, easy-to-read book. Read it from cover to cover, or select only topics that address the current needs of your organization. With the help of this book combined with your knowledge of your organization s needs, you will be equipped to make informed decisions that will unleash the predictive dialer s full potential.
A call center glossary, written in plain English, is located at the end of this book. Access to this glossary will help prevent you from getting that glazed look in your eyes when you deal with the various technical people with whom you come into contact. You will also find a "collections" case study that illustrates the productivity improvements that were realized after the implementation of a predictive dialer system. Improvements included a 257% increase in the number of dials attempted per agent per hour, an increase of 150% in connects per agent hour, and a 129% increase in customer contacts resulting in a "promises to pay."
Congratulations on your decision to maximize your call center s potential. We hope this book provides you with the answers you need to select the right predictive dialer and optimize your outbound calls to meet your organization s needs and provide a framework for a successful integration into your current operation. The predictable results will surely be a high point in your organization s history, as well as in your career in call center leadership.
