•Predictive
Dialing is a system of outbound calling that dials without the agent on the
line. The system dials the phone, listens and when a live "hello" is
detected, automatically transfers the call to an available agent. The dialer
places numerous calls simultaneously, checking each number for a live
"hello" or for another call disposition. If the call is busy, no answer, not
working, etc., the dialer either discards or reschedules the call, then
dials another number. The dialer is predictive because it anticipates when
the next agent will become available, and when the next "hello" will be
detected.
Telescript's predictive phone dialers automatically adjust to calling
patterns, the number of agents, and the average call length. If calls are
short, a dialer should dial more lines. If fewer agents are available, a
dialer should dial less frequently. If calling patterns change, the dialer
should change with them. It should also be able to handle multiple projects,
and multiple calling lists, seamlessly switching between them. Finally, one
should be able to modify the frequency with which the dialer "abandons" a
call. An abandoned call occurs when a live person picks up the phone, but
there are no available agents to take the call. When the person hangs up the
phone before the dialer switches the call to an agent, the call is
"abandoned". A high quality dialer enables an administrator to adjust the
calling rate to minimize abandoned calls.
Telescript integrates with Calltrol International’s OTS-NT Dialer, which is
predicated upon an open architecture platform. In addition to outbound
dialing capabilities, the OTS-NT dialer can be used as an integrated inbound
ACD, IVR, audio monitoring and telephony system. It smoothly integrates with
virtually any type of computer environment and always keeps pace with
industry changes through its modular architecture and software upgrades.
Telescript’s most powerful recent innovation is its open database design.
Where most other CRM software solutions are built upon a single database
platform (often proprietary), Telescript enables the customer to select from
a number of database types and does not confine them to a specific database.
Telescript not only stores and retrieves information from a user-selectable
database, but constructs its native database tables as part of the customer
database.
Additionally, Telescript utilizes a separate server process designed to
dynamically manage record retrieval from the database. This enables the call
center software solution to prioritize all records, retrieve information
virtually instantaneously and provide the dialer with the most current data.
Callbacks can be automatically rescheduled and retried at the appropriate
times without administrative intervention.
Telescript’s feature-rich scripting and call management components are
completely integrated with the dialer. With full call control, logic and
branching, Telescript scripting is available for any predictive dialing
project. Scripts can manage complicated surveys, multi-level sales
campaigns, fulfillment (email, fax, MS Word®), external databases and more.
For more information, please review the scripting document.
Telescript predictive is easy to implement. Setting up predictive dialing
within Telescript is actually as simple as preparing Super-Dialing.
Supervisors do not need to load numbers into the dialer, prepare calling
lists or the like. Rather, databases and queues are built using Telescript's
Super-Dialing platform. With a few keystrokes, a supervisor can switch the
project assignment for any agent from predictive dialing to Super-Dialing or
vice versa.
In addition, all advanced call center and CTI functions present in
Telescript apply to predictive dialing. For example, real-time reports
display call progress. All dialer results are placed in report files for
easy access and analysis. Projects can be used for both inbound,
Super-Dialing, manual dialing and predictive dialing simultaneously.
Finally, Telescript uses true client-server technology, distributing
dialing, switching and database functions to individual PC’s, enabling the
agent PCs to concentrate solely on the call. This design permits faster
communications and less drain on the network.
