Extend Predictive Dialing with Four SIP Integrations

June 12th, 2017

You can extend your predictive dialing capabilities by adding these four key SIP integrations. Is your SIP provider up to the task? There are countless examples of people and products where individual components are improved when combined with someone or something else.  Simon & Garfunkel.  Key & Peele.  Peanut butter and jelly.  Granted, you may encounter the rare Art Garfunkel fan who argues that his solo albums are superior to anything else he recorded, or the peanut butter enthusiast who eats Jif straight out of the jar.  However, one can't deny the magic unleashed by these perfect pairings. But what about predictive dialing and SIP?

Both technologies have helped revolutionize the call center industry, with predictive dialing dramatically reducing the idle time of agents while SIP has boosted the bottom line with affordable and flexible voice solutions.  However, if you want your predictive dialing system and SIP to sing in perfect harmony, consider these four critical integrations.

Dynamic Caller ID and Predictive Dialing

Predictive dialers are powerful tools designed to quickly connect your agents with live prospects.  But if your call center is in Chicago and your team is dialing leads from across the country, your chances of getting potential customers to answer the phone are drastically reduced if you use a toll-free or non-local area code.  If, on the other hand, your SIP service provider has dynamic caller ID, you can automatically, or manually, change your phone number to match the area code of the number being dialed, establishing a local presence and increasing trust.

How crucial is this extension?  A recent survey found that only 7% of people were likely to answer a call from an unknown caller with a toll-free number.  But 4 times as many respondents said they would pick up the phone from an unknown caller if it came from a local area code.  Experienced agents will tell you that these are the customers they are looking for. Find out more about Voxtelesys Dynamic Caller ID.

DNC and TCPA

In January of 2017, a jury ruled that DISH Network had violated the Telephone Consumer Protection Act (TCPA) by calling numbers listed on the Do-Not-Call (DNC) Registry.  The class-action suit revealed over 51,000 calls that broke this cardinal rule, which resulted in the jury awarding the plaintiffs $400 per violation, amounting to $20.5 million.

TCPA litigation grew by 940% from 2010 to 2015. This has sparked renewed interest in changing the law to reflect the evolving technological landscape.  Your business runs a significant risk by not following the TCPA mandate and calling mobile and wireless customers without proper consent.

TCPA compliance engines allow businesses to maintain these lists in real-time while producing reports for auditing and verification purposes.  Importantly, your predictive dialing system can integrate with these functions. Learn more about VOX CNI and TCPA compliance.

Custom Reports Make Predictive Dialing More Powerful

We’re living in the age of Big Data and analytics, where business owners can answer burning questions, such as:
  • When are we closing the most sales?
  • When does call volume spike and dip?
  • Are there particular days and times when agents are most successful?
  • Which regions of the country are producing the best leads?
  • Are there data trends which might indicate the need to increase inventory?
Overall customer engagement time increases with predictive dialing. Its value is amplified by a reporting infrastructure that can capture the play-by-play and provide you with actionable insights.  A flexible, custom reporting solution not only provides x-ray vision into how your call center is performing but also serves as a crystal ball to show you where your business is heading. Voxtelesys custom reporting helps you turn your SIP-based telecom data into a powerful business asset.

Premium Routes are a Must for Predictive Dialing

This is one area where the wrong pairing of predictive dialing and SIP service provider could undermine your business. Predictive dialing can place a strain upon the capacity of a carrier with its consistently high volume of short-duration calls.  Carriers who aren’t willing or able to handle the predictive dialing’s barrage will send these calls over lower-priority routes. They rope off their premium routes to maintain the quality of traditional voice traffic.

As noted earlier, we know how difficult it is to find prospects who will simply pick up the phone.  But, if the agent does connect and the call is marred by glitches, drop-outs, or digital noise, the respondent is likely to blame you for the poor quality and question how reputable your organization is.  When evaluating SIP service providers, you need to ask them if your call center will always get premium routes.  If the answer is no, you probably need to keep searching. Voxtelesys' premium dialer termination ensures your dialer traffic gets the best call quality.

SIP + Predictive Dialing: Better Together

With the power of predictive dialing comes great responsibility. It’s important that you find a SIP service provider that can: You won’t want to see Penn without Teller.  You’ll never want to go back to using predictive dialilng without the right SIP service provider.

Contact us today about any of these SIP integrations.

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Extend Predictive Dialing with Four SIP Integrations