with a fairly naive iterative dialer-; in other words, something that
is aware of both inbound and outbound calls, and looks at the agents as
simultaneously capable of being ordinary users.
It would only initiate outbound dials here and there on a certain
schedule (so the agents can work part of the day on closings and part of
the day on the dialer), or initiate outbound dials on behalf of agents
only when they are detected to have a certain period of inactivity. No
"predictive" modeling.
Nir Simionovich wrote:
> Hi Steve,
>
> The basic problem with my customer is, if I would like to be more exact,
> the way the agent work. The agents are trained to be both agents and
> closers, which means, once the customer is interested they also close
> the deal. Now, they are trained to remain on the phone, till a full
> billing cycle had been completed - and there lay the problem. It may
> take anywhere from 20 minutes to 60 minutes, in other words, there is no
> clear statistic. In addition, we've tried analyzing the statistics for a
> single location dialed (meaning a single country/city in the world), the
> statistics were way off base, simply not allowing us to utilize a
> predictive dialer in an efficient manner.
>
> All I'm saying is this: A predictive dialer is not an all "Automagical"
> solution that will solve all your call center problems - sometimes, it's
> not worth the hassle - and a different approach should be applied.
>
> I've seen all too many cases where a consultant would come in, the
> customer will say "Predictive", the consultant wanting to please the
> customer will say "Predictive" - even when it's not really needed. There
> is the right tool for the right job. I don't try screwing in a bolt with
> a hammer, just as I don't try hammering a nail with a screwdriver.
>
>
> Steve Totaro wrote:
>> I fail to see how integrating with an existing CRM/ERP enhances an
>> outbound dialing campaign unless the missing target in your example
>> were existing contacts/customers.
>>
>> I am all for CRM integration to the fullest amount possible for
>> automation and trending.
>>
>> However, I fail to see how integration rectifies the "no specific
>> destination, no specific sale pattern and no specific customer
>> pattern." lack of info.
>>
>> That is, unless those three variables are already contained in the CRM
>> database, in which case, could simply be parsed, exported and then
>> imported into any dialer and a campaign fire up at an appropriate
>> time.
>>
>> Would that not accomplish what your solution does?
>>
>> Now as far as call center utilization, if they are under utilized
>> after doing the above, a predictive dialer is a fine solution.
>>
>> Simply figure out how many agents the first campaign is going to
>> require, then create another campaign with targeted lists. A true
>> "predictive" dialer would take care of blending your agents and your
>> campaigns "automagically".
>>
>> Where were they buying their lists from? I fail to see how any
>> business could not fill in the three variables you mention. It is
>> called demographics, and any list/lead provider understands this, so
>> should the CEO.
>>
>> Was you customer just entering a linear sequence of numbers or something?
>>
>> Thanks,
>> Steve
>>
>> On Tue, Jun 16, 2009 at 3:39 AM, Nir
>> Simionovich<nir.simionovich@gmail.com> wrote:
>>> Well,
>>>
>>> Judging from my current experience with call centers and dialers, I can
>>> say the following: Predictive Dialer is a term thrown around all too easily
>>> lately. A customer of mine, a call center that has over 200 seats, had ran
>>> into a situation where they were required to utilize
>>> an automatic dialer.
>>>
>>> The company CEO had read in some magazine that a predictive dialer will
>>> increase the call center utilization and will generate more sales. Having
>>> thought that, they went off and integrated a predictive dialer. Surprisingly
>>> enough, the call center utilization didn't go up, it actually went down! The
>>> call center actually lost money by utilizing a predictive dialer. The
>>> company that integrated the dialer said: "Well, we still don't have enough
>>> statistics, the system needs to accumulate more data, etc, etc, etc" - what
>>> a load of bull! They simply neglected the basic fact about the call center -
>>> it's an outbound call center, with no specific destination, no specific sale
>>> pattern and no specific customer pattern - in other words, 3 of the
>>> variables a predictive dialer relies upon to become "predictive" are simply
>>> not there - so, the results are WAY OFF!
>>>
>>> As a result, the customer dropped the predictive dialer and integrated my
>>> company Dialer XML-RPC framework. This framework enables you have full
>>> control of each and every call made by the dialer. The added value is the
>>> integration of the dialer into your existing customer CRM/ERP platform,
>>> thus, you can get a highly performance optimized environment - no matter
>>> what your sale pattern is - simply because the dialer doesn't care what the
>>> pattern is - it is agnostic to it. If you'd like, I'll be happy to setup a
>>> short demo for you to use and test, and you'll see for yourself that
>>> utilizing this framework can get your customers a better service than a
>>> plain predictive dialer.
>>>
>>> A wise man once said: "When the only tool you have is a hammer, all
>>> problems look like nails" - same concept applies here - "If the only thing
>>> you have is a predictive dialer, all problems appear to be statistical".
>>> Each call center is different, the sale cycle and agent training is
>>> different - thus, there is no single solution that is perfect for all.
>>>
>>> Cheers,
>>> Nir Simionovich
>>>
>>> On Mon, Jun 15, 2009 at 5:06 PM, Alistair Cunningham
>>> <acunningham@integrics.com> wrote:
>>>> To clarify my last message, the next version of Enswitch will include an
>>>> outbound bulk dialer where each customer will have their own interface
>>>> to manage campaigns and upload lists of numbers. This will all be
>>>> integrated with billing, LCR, invoicing, etc.
>>>>
>>>> It will NOT however have predictive features in the next version. It
>>>> will simply make calls up to a pre-defined maximum concurrent calls
>>>> limit. Predictive features may come in a later version, depending on
>>>> customer demand.
>>>>
>>>> Alistair Cunningham
>>>> +1 888 468 3111
>>>> +44 20 799 39 799
>>>> http://integrics.com/
>>>>
>>>>
>>>> Alistair Cunningham wrote:
>>>>> Kashif,
>>>>>
>>>>> The next version of Enswitch (due in August) will include this in the
>>>>> base product. It will be a free upgrade for existing customers.
>>>>>
>>>>> Alistair Cunningham
>>>>> +1 888 468 3111
>>>>> +44 20 799 39 799
>>>>> http://integrics.com/
>>>>>
>>>>>
>>>>> Kashif Naeem wrote:
>>>>>> Hello All,
>>>>>>
>>>>>> We have a requirement of multi-tenant Predictive Dialer which we can
>>>>>> sell to
>>>>>> multiple call centers. Each call center will have saperate interface
>>>>>> for
>>>>>> setting up campaigns and Reporting. Please suggest some solution or
>>>>>> let us
>>>>>> know if have it to sell ?
>>>>>>
>>>>>> Regards,
>>>>>> Kashif Naeem
>>>>>> Business Development Manager
>>>>>> Hadi Telecom
>>>>>> www.haditelecom.com
>>>>>>
>>>>>> Cell: +92 (0)345 4226006
>>>>>> Office: +92 (0)42 5692766
>>>>>>
>>>>>> Email: kashif@haditelecom.com
>>>>>> MSN: kashif__naeem@hotmail.com
>>>>>> Gmail: meet.kashif@gmail.com
>>>>>> Skype: kashif.naeem
>>>>>>
>>>>>> 302 Y Commercial Area, 2nd Floor DHA Lahore, Pakistan.
>>>>>>
>>>>>>
>>>>>>
>>>>>>
>>>>>> ------------------------------------------------------------------------
>>>>>>
>>>>>> _______________________________________________
>>>>>> --Bandwidth and Colocation Provided by http://www.api-digital.com--
>>>>>>
>>>>>> asterisk-biz mailing list
>>>>>> To UNSUBSCRIBE or update options visit:
>>>>>> http://lists.digium.com/mailman/listinfo/asterisk-biz
>>>> _______________________________________________
>>>> --Bandwidth and Colocation Provided by http://www.api-digital.com--
>>>>
>>>> asterisk-biz mailing list
>>>> To UNSUBSCRIBE or update options visit:
>>>> http://lists.digium.com/mailman/listinfo/asterisk-biz
>>> _______________________________________________
>>> --Bandwidth and Colocation Provided by http://www.api-digital.com--
>>>
>>> asterisk-biz mailing list
>>> To UNSUBSCRIBE or update options visit:
>>> http://lists.digium.com/mailman/listinfo/asterisk-biz
>>>
>>
>>
>
>
--
Alex Balashov
Evariste Systems
Web : http://www.evaristesys.com/
Tel : (+1) (678) 954-0670
Direct : (+1) (678) 954-0671
_______________________________________________
--Bandwidth and Colocation Provided by http://www.api-digital.com--
asterisk-biz mailing list
To UNSUBSCRIBE or update options visit:
http://lists.digium.com/mailman/listinfo/asterisk-biz
Posts
No comments:
Post a Comment