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Fluency Dialer Module

Dialers are designed to deliver huge increases in productivity and accuracy when targeting customers or prospects. They are designed to Utilize data held or secured by an organization and then automate much of the process that proves to be time consuming or non productive.

Now fully governed by compliance and legislation to ensure Abandoned calls and silent calls are kept within stated guidelines, dialers can increase staff/customer talk times from an average of 21 minutes in the hour to 46/47 minutes, which result in massive productivity gains and increased profitability.

How it Works?

Fluency Dialers integrate directly into the heart of a business and allow you to select data fields to target absolute specifics for outbound marketing or calling. Utilizing this data the Fluency the starts to call numbers and removes all failed calls. Engaged, No answers, Answer machines, Fax machines etc are removed by the Dialer leaving only live calls for staff to deal with. These failed calls can also have a strategy applied to build call backs into any campaign so that all numbers will eventually be removed or successfully contacted. The dialer can work in the following ways:

1] Preview dialing- Calls numbers only when agents are available and the relevant data is presented on the screen before the call is made.
2] Progressive dialing-The calls are made again when agents are available, but this time, before the data is presented on the screen, this is a more aggressive form of dialing but still sits outside of the legislative restrictions
3] Predictive dialing- Works on an algorithm where the calls made are greater then the agents available as the software works on the premise that agents will become free regularly. This allows you to guarantee that calls are presented as soon as agents become available.

Increased productivity

The Fluency Dialer increases productivity massively, providing a powerful Return on investment in a short period. The productivity gains are made in the following ways:
1] The numbers called are assembled by the Fluency dialer and agents do not need to search for the telephone contact details
2] Customer data is presented when appropriate to the agent, allowing them to service the call effectively
3] All failed calls are removed from the campaign, leaving only live calls to be presented to agents.
4] Engaged and busy calls can have customized retry strategies applied allowing the dialer to guarantee these contacts are serviced effectively

Investment protection

The Fluency Dialer module can integrate with any legacy PBX or modern VoIP platform as well as virtually any database or CRM product. This means you do not need to change your current systems to gain the benefits provided by the Fluency dialer. It allows you to utilize ISDN or IP Trunks and use your current handsets. The live and historical reporting will quickly provide you with the business management information required to justify the investment made.

What is the Fluency advantage?

Many dialers cannot provide the increases in talk time whilst staying within the legislated parameter governing dialing solutions. Uniquely the Fluency dialer utilizes a simulation engine that ensures that the Dialer lowers or increases the dialing rate immediately to ensure the optimum rate is applied, increasing talk times but always complying.

Common Dialer applications

  • Financial sector- Selling Insurance and providing after sales service
  • Outsourcing- Running campaigns on behalf of third parties
  • Debt Collection- Dialing contracted customers for debt recovery
  • Retail- Calling regular customers for service calls or to increase sales volumes
  • Automotive- appointment generation and conformation of service dates