Do You Know Your Predictive Gain?

October, 2011

Many users are still buying predictive dialers without looking under the cover. If you really care about getting the best performance out of your predictive dialer, you must know your predictive gain!

Did you ever hear the story about predictive gain? Hands up, please, those who know what it means. There’s a couple of hands at the back and the rest of you are looking bemused. Not sure whether to fire our marketing manager (actually all of us), or tell all you users out there to take an intelligent interest in the technology you are buying.

The sad truth in our home market (the UK), and in fact most countries, is that many users are still buying predictive dialers without looking under the cover.

In most industries there is a reasonable expectation that technological leads of any kind are short-lived as competitors innovate and play catch-up. Consider the motor car. Doesn’t matter what model or make; you know you can pick up just about any rental car and it’s going to perform to a good standard. You can just start and go from cold, and it will get you to where you want to go, without you having to worry.

Now let’s think about the call center market. Take an ACD, for example. Loads of them out there. Virtually all of them do a pretty good job. You can put a call on hold, make a transfer, etc. Not rocket science. And if you want more sophisticated facilities such as skills-based routing, that can usually be managed for a premium.

What about outbound dialing? Did I hear someone in the audience mutter that predictive dialers have become a commodity product? Maybe he works for the competition, or more likely he is just plain ignorant. Not necessarily his fault!

In a market where most vendors have not managed or bothered to innovate and update their products, you can expect to find that brand management and marketing hype just confuse the heck out of users. And that’s the predictive dialing market for you.

But it is a serious matter. If you are a predictive dialer user and don’t know what your predictive gain is, then it is a sure bet that your bottom line is suffering. And, especially for some outbound call centers, in these challenging times that can mean the difference between survival and calling in the receiver.

So what exactly is predictive gain, then? If you really care about getting the best performance out of your predictive dialer just give us a call and we will explain. Might be the best 5 minutes you ever invested in a phone call.

(Blog written in the skies over Iraq)

What We Offer

Sytel Limited develops and supplies Softdial Contact Center® (SCC), offering multimedia, multichannel, fully blended cloud contact center solutions, for quick and easy deployment by partners offering CCaaS or enterprise users. All Sytel cloud components are secure, resilient and scale seamlessly from 10 agents to 10,000+, whether local, mobile or remote.

Flexible Contact Center Platform

Flexible Contact Center Platform

Softdial Contact Center™ - tightly integrated modules, designed to deliver at scale

Contact Center as a Service (CCaaS)

Contact Center as a Service (CCaaS)

Partners can run a functionally rich and flexible contact center stack in the cloud

Blended Media Desktop

Blended Media Desktop

Fully customisable, multi-channel, multi-session workspace

Work Anywhere

Work Anywhere

Browser-based tools, no software installation required

Cloud Or On-Premise, Multi-Tenant

Cloud Or On-Premise, Multi-Tenant

Scalable, resilient, secure, proven

Customise, Localise, White Label

Customise, Localise, White Label

Design all user interfaces to individual requirements

Integration Via APIs

Integration Via APIs

'Swap out' components and integrate with 3rd party apps

World Class Development

World Class Development

Continuous evolution pushing technical boundaries

Capabilities

Softdial Contact Center™ (SCC) is designed to be flexible, extensible and scalable, integrating with any legacy equipment, and meeting the most complex of requirements.

All Media Types

All Media Types

Voice, chat, email, social, etc - fully integrated and blended

Agent Multi-Tasking

Agent Multi-Tasking

Work with multiple live contact sessions of any media type

Dynamic Workforce Management

Dynamic Workforce Management

Automated, ‘best available’ decisions to manage agents and balance work load, across all media types

Predictive Dialing

Predictive Dialing

Best-of-breed performance under compliance

Optimised Inbound Routing

Optimised Inbound Routing

Smart rules and 'best-available' decisions to drive great customer service

Agent Scripts

Agent Scripts

Help agents achieve and maintain excellence

Voice and Screen Recording

Voice and Screen Recording

See and hear exactly how agents are interacting

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Analytics and Data Feeds

Measure and evaluate performance at every level

IVR, Bots & Conversational AI

IVR, Bots & Conversational AI

Design effective automated flows or integrate with 3rd party providers

Customer Journey Tracking

Customer Journey Tracking

Stored customer contact history, to aid routing and add context to conversations

Modules

A complete suite of tools, with unique flexibility to extend and swap out modules to deliver a tailored contact center solution for any environment.

Softdial One™

Softdial One™

Highly flexible unified web UI for agents, supervisors and administrators

Softdial Scripter™

Softdial Scripter™

Create complex process flow scripts for agents, IVR, chatbots and other applications

Sytel AI Dialer™

Sytel AI Dialer™

Best-of-breed predictive dialing under any compliance rules

Softdial Pathfinder™

Softdial Pathfinder™

Precise routing rules for 'best available' connection

Softdial Media Server™

Softdial Media Server™

Core telephony functions to manage all inbound/ outbound SIP calls

Softdial Reporter™ 5

Softdial Reporter™ 5

Fully customisable performance stats, charts and reports, across all channels

Softdial Publisher™

Softdial Publisher™

Comprehensive data output to build your own reports

Softdial Recording Monitor™

Softdial Recording Monitor™

Audio and screen recording of agent activity to ensure the highest standards

Softdial Campaign Manager™

Softdial Campaign Manager™

Comprehensive configuration and control for outbound campaigns

Softdial Repository™

Softdial Repository™

Central storage and configuration of common resources

Sytel Global Compliance™

Sytel Global Compliance™

Flexible 'no contact' rules to protect contact center and consumer

Markets

Performance and efficiency for a wide range of business applications

Customer Service

Customer Service

Connect quickly to well equipped agents

Sales & Telemarketing

Sales & Telemarketing

Maximise agent productivity with best-of-breed predictive dialing

Healthcare

Healthcare

Secure, highly-configurable multichannel communications for excellence in patient care

Market Research

Market Research

Best-of-breed predictive dialing with CATI integration

Collections

Collections

Automated inbound/ outbound blending integrated with any debt management app