(PRWEB) May 22, 2011
Already a tremendous success globally, Vocalcom is breaking into the US Call Center market with its state of the art predictive dialer systems. Automated outbound dialer software is revolutionizing the telemarketing and collection industries, and Vocalcom is at the forefront in creating innovative and stable systems. Steve Bederman, the new CEO of North American Operations, has years of experience in the field, and firmly believes that the company provides the best predictive dialer technology currently available. Mr. Bederman had years of experience growing other companies that are in direct competition with Vocalcom, but always had a deep respect for the quality of their products.
“…I continued to watch Vocalcom's presence in the industry. They had been and still were a leader worldwide. They not only met the client service promises but had what I feel is the leading product in call center technology as well.”
Predictive Dialers maximize the time that agents in a call center are actually engaged with a client. The system places outgoing calls following a sequence established from a telephone number list. The no-answers, hang-ups, busy signals, answering machines, and numbers no longer in service are passed over. The difference between this system and an automatic dialer is that the predictive callers do just that, it predicts when an agent will be available. There are many parameters that must be considered, such as the total number of agents on hand, how many accessible lines, and the average time it takes for processing a call.
Vocalcom’s Hermes Eagle call predictive dialer technology is flexible and can be set to one of 5 different modes depending on the needs of any particular campaign. The main benefit of the system is the dramatic increase of productivity in the call center. The time agents actually spend with a prospective customer jumps from a maximum of 40 minutes per hour to 50 minutes. Some business owners claim that sales have doubled since switching to a predictive dialer system.
Complex algorithms allow the system to analyze the duration of previous calls so that it can establish a set amount of time that future calls will probably take. The system can also generate leads and controls what calls should be processed. If there has been a previous interaction with an agent, the number will be skipped to avoid annoying repetition. The agents are able to access information concerning prior dealings with prospects, and can use that to judge the point that they were at in the sales process. For administrative purposes, calls can be monitored to evaluate the performance of the agents. The Hermes.Net system generates comprehensive reports concerning leads, call reminders, and call schedules.
Hermes.Net call center solutions are perfect for use in telemarketing, collections, and for conducting marketing research. As long as an internet connection and a telephone are available the systems can be used remotely. As telecommuting becomes more and more popular, this is a valuable feature for companies looking to cut costs.
Like so many other industries, the face of call centers is changing. More automation means greater productivity, and controlling data brings information to all staff from agents to management. For 15 years Vocalcom has been the leader worldwide for call center solutions. With a presence in 38 countries and with their products being used by over 3500 clients, they are well placed to successfully take on the US market.
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