Predictive Dialing

A predictive dialer monitors the calls that the dialer makes as well as the time agents spend on various tasks (such as talk-time, wrap up, and other factors) and makes calls according to a defined algorithm. The dialer is able to distinguish between answered, busy, disconnected calls, answering machines, and fax machines.

The Razor Predictive Dialer forecasts agent availability using an algorithm and historical data and then produces more call attempts than the number of agents currently available. This process increases the dialing rate and agent productivity. Of the calls made, the dialer automatically strips out unproductive calls and connects available agents to calls answered by individuals. The razor dialer monitors the campaign's abandonment rate and will automatically throttle-down the call rate to keep the dialer's abandonment rate within FCC regulations.

Before running a campaign, a list of leads to dial is loaded into the system and a branching script is created. The list contains whatever information the campaign requires and the dialer dials these numbers at a defined rate. The branching script is designed so that agents can read a script with the specific lead information populated within the script and select the answers given by the lead. This branching script can have multiple answers and is created very much like a flow chart.

Razor Predictive Dialer and Call Center Software is a software based IP software package. Because they system is software, no special hardware is required. The only equipment that an agent is required to have is a computer and an headset. Razor is completely IP based. This allows remote agents and supervisors to have the same access as locally based agents and supervisors. A single system can combine both local and remote users.