True Predictive Dialing Defined | IAT SmartDial® Solutions

What’s YOUR Definition?

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As I read the definition of the word “definition” it has several umm definitions, ranging from a statement of intent to the clarity of an image in a photograph or on a television.

Every industry has a set of unique terms, and the ARM industry’s language is no different.   At IAT we sometimes use terms that are not necessarily the industry standard. But we use these terms to clarify what sets IAT’s collection-specific technology apart from the competition. Here are a couple of examples:

Industry term: IVR or Blast Messaging

IAT’s equivalent: Interactive Communications (IC)

IVR Messaging generally means an automated system calling a list of phone numbers and delivering the same prerecorded message to every answering machine or live contact. While IAT can perform this limited and somewhat archaic function, our Interactive Communications is a big improvement over typical messaging technology. Not only can we deliver a message, we can insert the called party’s name, account number or other specific account information into the message. In addition, we can ask for verification of identity, present the called party with the option to talk to an agent or make an automated payment. A possible IC definition: Interactive Communications is IVR Messaging on steroids.

Industry Term: Predictive Dialing or PD

IAT’s equivalent: True predictive dialing, dynamic dialing or just predictive dialing / PD

Another loosely used term in the collections industry is PD or Predictive Dialing. While IAT frequently uses the same terminology, our Predictive Dialing is so much more, which is why we’ve started to clarify it with the terms “true” and “dynamic.” Others define predictive dialing as loading account information into the dialer and manually assigning some arbitrary number of phone lines (also called “dialing resources”) for Find out more about our school cancellations Curriculum and future plans for Witton Middle School. the dialer to use each time it attempts to find a live contact for an agent.

Establishing a set number of phone lines to use generally results in one of two Careful Friday, all horoscope taurus today to suppertime: aggression, money conflicts or “stand my ground” urges lead to upsets. things happening: 1) The hit rate is low and the agents are left twiddling their thumbs waiting for a call or 2) online casino the hit rate is high and the agents are overwhelmed with live contacts, which also means many live contacts are put on hold and quickly hang up. If the dialer manager jumps in and tries to correct either situation by adding or removing the number of assigned resources to either slow down or speed up the dialer, sometimes it works and sometimes it doesn’t. Either way, the effects are temporary. Internally we have come to jokingly refer to this process as “predictive guessing”—not predictive dialing.
IAT believes true predictive dialing occurs when the dialer knows the agents’ work habits (wrap-up and talk-time averages, etc), calculates the hit rate of the list being worked, factors in the number of inbound calls and automatically adjusts resources

for optimum efficiency.

If your dialer manager is constantly making adjustments to your predictive dialer or if you are frustrated by leaving the same IVR message for every account on the list—give your IAT sales representative a call and arrange a demo of a true predictive dialer or more efficient IVR messaging solution. Or visit this  webpage for additional information about your options.

This article was written by Ray

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