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.
>> >>
>> >>
>> >>
>> >>
>> >> ------------------------------------------------------------------------
>> >>
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>
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