FTC Call Center ‘Do-not-call’ and ‘Drop rate threshold’

Posted on March 24, 2014 | By info

In December 2002, the FTC (Federal Trade Commission) mandated a national Do Not Call list requirement for Call Centers & Auto Dialers.

Additionally, they set strict guidelines regulating predictive dialing.

The FTC set a maximum abandonment rate of 3% of all connected calls, defining an abandoned call as one which does not transfer a call to an agent within two seconds of the called party completing the greeting, usually “hello”.

Furthermore, they also require you to keep accurate records, playing messages so “dead air” is limited to two seconds and requiring that phones ring at minimum of four times before allowing dialers to hang-up.

Voicent software has been built to be able to obey each and every mandated law, as well as it is flexible to ignore them if you are not bound by the laws.

Below is an example image of our Call Center Manager monitoring the drop-rate threshold.

Posted in Predictive Dialer | Tagged , , , ,

Making the switch to an on-site predictive dialer

Posted on February 28, 2014 | By info

The idea of owning dialing software to keep your agents busy on the phone is a lucrative one. Many of our clients assume this task is too difficult, or takes too long.

Well, it doesn’t and we will tell you why.

When you have Voicent staff setup your Voicent Agent Dialer(Predictive Dialer) you will need:

  1. A Windows PC to install the dialer on
  2. An Internet Connection for dialer and agent computers
  3. VOIP or Analog phone service(We can help you signup for one if you do not already have one)
  4. Lead list (.txt or .csv file)
  5. Computer and headset for each agent

As long as you meet the above requirements, our expert Voicent staff can remotely log-in and install Voicent Dialing Software onto your Windows computer and we can install the Agent software for your Agents’ computers.

Once we remotely access your computer and install everything we will then proceed to give you a 1 to 3 hour training session giving you the confidence to use Voicent software. We have a plethora of knowledge base articles, youtube videos, and in-product documentation that lets you easily find any information you might need.

If you would like to find out exactly how long or how much it would cost to move over to an “on-site” Predictive Dialer, call us today!

Posted in Predictive Dialer | Tagged , , , ,

Flexibility with your Predictive Dialer

Posted on February 28, 2014 | By info

As Voicent’s customer base continually expands we get an increasing number of innovative ideas, feature requests, as well as general complaints about other Predictive Dialers on the market. We strive to meet all of our clients concerns and address them as accurately as we can.

Some of the complaints we hear about competing predictive dialing software on the market is:

  • No ability to control the number of phone lines used on a campaign
  • Not able to switch an agent license to another agent
  • No control over recorded conversations
  • Unable to choose which analog or VOIP phone service is used
  • Can’t control which agents are assigned to which campaign
  • No choice over which “CRM” system is used

Luckily, we are able provide relief in these scenarios. Voicent Communications Inc is a software development company at heart and we are able to provide customized solutions to fit any business’ needs and implement innovative new features for all of Voicent’s customers to take advantage of.

We constantly improve, refine, and evolve our software throughout the year.

When purchasing Voicent software you are essentially purchasing agent and line licenses. Our flexibility really shows in our pricing and they way we approach “Agent seats”. As an example:
Say you have a 5 agent 10 line dialer using a VOIP service like Skype Connect. Those 5 agent seats are “concurrent” agents that are logged in at the same time, so essentially it will really support 10 agents, with 5 agents on each shift. Once one agent logs out, another agent with a different name can log in.

As for the VOIP lines used with the Predictive Dialer, you can mix & match them however you like. Want to run 1 campaign with all 10 of your phone lines, or perhaps 2 campaigns with 5 lines each? No problem!

As opposed to other predictive dialers we allow our users to:

  • Control how many phone lines your campaign uses
  • Decide which agents get transferred calls from which campaign
  • Choose whichever VOIP or Analog phone service you want, letting you pick the VOIP provider with the lowest rates for your dialing
  • Use the “CRM” of your choice, such as Salesforce, SugarCRM, ZohoCRM, or any other Web based CRM
  • All on any Windows based PC

Posted in Asterisk, Call Center Software, Developer, Predictive Dialer, voip | Tagged , , ,