products
Dialer
The Centurion, Inc. Predictive Dialer / Preview Dialer solution provides outbound dialing from a defined contact list/database. This list is typically established from an ODBC/JDBC compliant database system populated with data extracted from other databases, or from a mainframe screen. The system will support large volumes of campaign entries and handle unlimited database accesses. More calls will be initiated than there are available agents in order to maximize productivity, with the call pace dynamically adjusted based on actual call completion percentages. The call will be connected to an Agent only upon detecting a human voice. The core of our solution is our predictive dialing engine which is built on a robust and mature pacing algorithm that guarantees highly accurate call progress detection and ensures rapid screen-pops and lightning fast voice connects to your call center agents.
Centurion’s Predictive Dialer systems are commonly used by organisations involved in business to consumer (B2C) calling as it allows sales representatives to have much more customer contact time. Our Predictive Dialers have been utilized by market survey companies and debt collection services who need to contact and personally speak to a lot of people by telephone. More commonly predictive dialers are being used as a quick and easy way to automate all sorts of calls which would otherwise be made manually by a call center, such as welcome calls for new customers, customer service call backs, appointment confirmations, or even for the automation of large numbers of ad hoc calls that might need to take place (such as by a taxi company, or parcel delivery service etc.).
Typically in manual dialing environments, a given agent will spend around 80% of their time listening to the phone ring waiting to talk to someone, or dealing with invalid numbers or answering machines and only about 20% of their time actually doing what they are really there to do. By using a predictive dialer to filter out these unproductive calls and to spare the agent from having to wait for the phone to be answered each time, call centers can reverse the situation. Agents can now spend on average around 80% of their time talking to customers and only about 20% of their time waiting for the next call - a 400% increase in productivity.
