Dialer Software, Call Center Software Solutions, &
CRM Management Software Solutions by TCMS.
Predictive dialer efficiently and accurately screens out
answering machines, busy signals, operator intercepts,
fax lines etc. and passes through only live connects to
agents. This allows for maximum call center efficiency
and can improve overall contact rates by as much as 300%
over manual dialing. Our predictive dialers will save
you time and money with each business call. Our predictive
dialers make the call for the telephone agents automatically.
They transfer calls to the agent after the initial contact.
All answering services are avoided with our predictive
dialers. To ensure the accuracy of the predictive dialers,
we’ve created predictive dialer software that adjusts
to all calling patterns as needed. The predictive dialer
software acts as a management system for complete predictive
dialer solutions. Predictive Dialing uses sophisticated
software algorithms to maximize the productivity and efficiency
of outbound contact center.
If your business
calls a large number of clients in a limited period
of time, your telephone agents will need the assistance
of our predictive dialers. TCMS'S unsurpassed predictive
dialer capabilities increase agent productivity by up
to 300%, eliminating non-productive calls in order to
keep agents talking. The predictive dialer enables agents
to spend up to 75 percent of each hour talking rather
than dialing, resulting in lower costs per transaction
and increased contact rates. Effective for large or
small telemarketing groups, the dialing software includes
precision that ensures agents receive calls and the
associated data simultaneously. Agent productivity is
enhanced with capabilities to anticipate when to place
the next call and how to detect unproductive calls such
as busy signals, answering machines, no answers and
disconnects. There is no delay time between the call
transfers to live agents. (Period) Please call in our
customer service department for a live demo. We guarantee
you that you would like what we have to offer.
Overview of predictive
you have a team of 12 to 15 telemarketing agents, each
with a telephone in hand and an endless list of phone
numbers to call. Agents A, B and C dial the first number
on their lists and each receive an answering machine.
Agents D and E both receive busy signals. Agent F has
just called a number that is not in service. Agents
G and H both connect to a live person and begin making
their pitch. What just happened? Essentially, three-quarters
of your agents have just wasted their own time, as well
as your time and money. Predictive Dialer eliminates
this wasted time and effort, while drastically increasing
sales efficiency. So, what exactly is the Predictive
is a system of outbound calling that dials without an
agent on the line. The system dials out from a list
of phone numbers in a database and, based on the status
of the call, performs an action. If the call has been
connected to a live person, it will automatically transfer
the call to an available agent. If the line is busy
or not in service, or if an answering machine has been
detected, the system will mark this in the database
and not transfer the call to an agent. Also, if all
agents are currently on the line, the outgoing call
will be dropped until an agent is available.
You may be asking,
"Why is it called the Predictive Dialer?"
Well, it is predictive because it automatically adjusts
to calling patterns, the number of agents, and the average
call length. If calls are short, the dialer dials on
more lines. If fewer agents are available, the dialer
dials less frequently. If calling patterns change, the
dialer changes with them. Also predictive dialer is
able to handle multiple projects, and multiple calling
lists, seamlessly switching between them. Finally, the
dialer allows you 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".
The dialer enables an administrator to adjust the calling
rate to minimize abandoned calls.
Features and Benefits of
The benefits of choosing
predictive dialer over manual dialing are enormous.
There is no question that a predictive dialer pays for
itself within a matter of months.
business success yardstick –
Individual management goals for each campaign.
call monitoring -
Lower abandonment, more readily available resources
and stricter compliance with service level agreements.
efficiency - Accurate
algorithm calculation and fast adjustment.
contact - Different
contact modes applicable in different scenarios,
such as B2B and highly targeted campaigns.
successful contacts -
Adherence to contact time of day restrictions.
dial list penetration -
Option to play a recorded message when an answering
machine is detected.
idle time - Significant
reduction of unproductive agent time.
||Call Efficiency per Agent
|| Retention Rate and Morale Agent
Dialer, besides making calling more efficient,
makes calling less tedious. Telemarketing has
the lowest retention rate out of any job in the
nation. An average telemarketer will work six
hours before he quits. Using the Predictive Dialer
and reducing the tediousness of telemarketing
will greatly increase your agent retention rate
as well as agent productivity. Also, by seeing
his own results, an agent's morale will increase
dramatically, which will only add to his efficiency.
A TCMS Predictive
empowers call centers so that agents can spend
up to 50 minutes of each hour talking to live
prospects. Now telemarketer agent needs no longer
waste his time making cold calls to prospective
clients. Predictive dialer system makes an initial
call on behalf of an agent and transfers a call
to an agent with the data about the customer on
the agent's computer screen. Thus, increasing the
productivity of agents and thus increase the
bottom line. You do not need to have armies of
telephone operators waiting for calls from clients.
With predictive dialing software, it not only
generates new leads but also gets you relevant
feedback from the clients
call processing software improves agent productivity
by automatically dialing numbers from a database
and processing the calls according to the call
result. TCMS predictive dialing system can respond
to a fax tone with a pre-prepared fax, leave messages
on the answering machines, and reschedule unanswered
and busy calls. Predictive dialer can balance
the call load as well
Efficiency per Agent Clearly, efficiency
and agent morale and retention lead to one thing:
increased over three times, and profit has increased
almost ten times. The fact is simple: if you talk
to more people, you will get more leads. it is
purely numbers scenario
on Internet technology to customize the solution
to meet the needs of your business.
|Inbound Call Routing
and Screen Pop! -
Predictive dialing call routing to the agent
with caller information automatically displayed
from 4 to 480 seats and up!
or expand with off-the-shelf products or computers
already in your business.
dialing includes MS Access. Also compatible
with MS SQL Server (not included).
Call Blending – It
is complete suite of product with both outbound
and inbound call automation capabilities.
Voice Response) / ACD (Automated Call Distribution)
- user configurable
IVR, changeable without stopping the system.
- record and
archive portions of the conversation for later
|Time Zone Sensitive
Dialing - automatically
starts and stops dialing a time zone at the
user defined time.
Scheduling Calendar - empower
your agents to schedule by campaign, by location
or sales representative.
predictive dialing allows you to leave pre-recorded
messages to dialer-detected answering machines.
branch logic, simple “on the fly”
editing and unlimited data capture, use pick
lists, modifiable pick lists and open-ended
responses to gather critical customer information.
|Run Multiple Campaigns
predictive dialing allows up to 80 with full
control over pacing, reporting and data fields
of each individual campaign.
by Agent or Station - agent-scheduled
date and time for automatic callbacks. Edit,
delete and re-assign callbacks from the manager
Data Fields -
you decide what data you want to accumulate
- the information
you need to make management decisions immediately.
No Call Laws -
built in “no call compliance”
|Exclusive Voice and Data
Transfer and / or Conferencing.
|Offsite Third Party Remote
- with break-in
TCMS Dialer products are fully
compliant with all the latest rules and regulations
as outlined by both the FTC and FCC regarding
outbound dialing and the National Do Not Call
Registry. TCMS predictive dialer can be configured
to meet all the necessary requirements and be
in full compliance with the latest regulations
and safeguarding your organization interests.
(Do Not Call List)
Federal Trade Commission's Telemarketing
29, 2003, The Federal Trade Commission published
the final amended Telemarketing Sales Rule (TSR)
in the Federal Register. This rule became effective
on March 31, 2003 and has important implications
for users of predictive dialers, telemarketing
software, and telemarketing/call center operations.
TCMS is ready to help you meet these new regulations
What is the Telemarketing Sales Rule
The original TSR was
the outgrowth of the Telemarketing and Consumer
Fraud and Abuse Prevention Act of 1994 that went
into effect on December 31, 1995. The law required
the rule to be reviewed after 5 years. While that
law was being reviewed, the USA Patriot Act of
2001 was passed. This has had a significant impact
on the call center operations and regulations.
The parts of the amended
TSR that impact users of predictive dialers, telemarketing
software and call center services are:
Call Abandonment -
A "safe harbor" standard has been set
stating that no one will be charged under this
regulation if they can document that three conditions
1. Dropped Calls -
No more than 3% of the calls can be abandoned.
(Measured per day and per campaign.
2. Ring Time -
Calls must be allowed to ring four times (or 15
seconds) before they can be dropped as no answer.
3. Marketer Connect Time -
If a call is answered, an agent must be available
within two seconds after the receiver of the call
finishes his greeting or a recorded message must
be left giving the caller's name and phone number.
CAN YOU AFFORD TO BE NON-COMPLIANT
Failure to be non-compliant
can lead to fines of up to $11,000 per incident