DSC Tech Library
This section of our technical library presents information and documentation relating to Predictive Dialers and Auto Dialer software and products.
The PACER and Wizard phone systems are PC based call center phone systems that are recognized as premier inbound and outbound computer telephony systems. Features such as automatic call distribution (ACD), Interactive Voice Response (IVR) and call recording have added a new dimension to the predictive dialer and auto dialer capabilities of these systems. These computer based dialing systems can perform various types of auto dialing campaigns simultaneously. These types include Predictive Dialing, Progressive Dialing, Preview Dialing and Dial on Demand.
Cracking Down On Abandoned Calls
The following is an extract from the article "Cracking Down On Abandoned Calls" written by David Myron from CRM Magazine:
"When Timothy Muris talks, people listen. The Federal Trade Commission (FTC) chairman addressed the House Committee on Energy and Commerce last week regarding the Telemarketing Sales Rule's (TSR) do-not-call amendments. Not surprisingly, contact center vendors are already coming out with compliance modules.
Yesterday Data-Tel Info Solutions, a division of GSM Software Inc., based in Mesa, AZ, announced its compliance module for the TSR.
One of the issues the TSR aims to change is predictive dialer call abandonment rates, or the percentage of calls for which no representative is available to answer the call after a connection is made. This happens when predictive dialers send out phone blasts to targeted individuals and an above-average percentage of live customers pick up the phone simultaneously. If there are not enough agents to grab the calls, they are abandoned.
The experience for customers is not unlike an unnerving prank call where the phone rings and nothing is heard on the other end.
Data-Tel, a provider of contact center software and technology, aims to solve this problem with the addition of its California Compliance/Overflow Agent module to its inbound, outbound, and Web-bound contact center management software, called xSELLerator 6.0. The Data-Tel module provides an option for calls to be rerouted to designated Overflow Agents, preventing calls from being abandoned, schedule the call for a follow up, and end the conversation......"
To review the entire article, visit www.destinationcrm.com and locate the article entitled "Service On Steroids" or
contact Senior Editor David Myron at dmyron@destinationCRM.com
FTC Compliant Automatic "Opt Out" Features
More than just "Do Not Call" list verification. Like some dialers, we fully support a Do Not Call list check prior to calling your phone lists. However, another important FTC regulation is all but ignored by most predictive dialers.
Because of the new FTC regulations, it is now more important than ever that your automatic dialer gives call recipients the option to be removed from your calling lists.
Your agents can now simply press a key if the call recipient no longer wishes to receive calls from your organization. Our auto message dialer has an automatic "Opt Out" option that lets the recipient of a voice message simply "Press 1...." and the dialed phone number will automatically be placed in a Do Not Call list maintained in our dialer. Subsequent phone lists will be checked against this DNC file.
Additionally, the FTC requires a caller ID be provided with all telemarketing related calls. This number can be answered automatically by our integrated Opt Out program and the caller can remove the phone number by simply entering it on the touchphone keypad.
This totally automatic "Opt Out" process requires no human intervention and satisfies the new FTC rules.
Predictive Dialer from $9,995
DSC offers an affordable entry level predictive dialer phone system that utilizes analog phone lines. This 4 line predictive dialing system includes our WIZARD dialer and softphone or comes optionally with our comprehensive software development toolkit.
Predictive dialing campaigns can be developed using our WIZARD software setup utility or we can provide you with a custom predictive dialer campaign. These applications can be easily ported to our digital T1 phone system (PACER) when your call volume requires a larger system.
Calling campaigns can be quickly developed that call numbers from a phone list and when contact is made with an individual, the call can be routed to your online agent or to a work from home employee. If an answering machine is detected, a different message could be left on the machine.
This entry level predictive dialer can be easily expanded by adding additional agent lines and software to support a small call center operation including complete CRM applications.
DSC provides voice broadcast software including our VB wizard development tool for creating voice broadcasting applications. This wizard guides you through each step when defining your VB applications. Comprehensive phone applications can be developed quickly. Simply record your phone prompts and fill in the blanks.