Generating Incremental Revenue and
Reducing Cost with a Predictive Dialler
428 Victoria Avenue
Regina, SK
Canada S4N 0P6
Toll Free: (800) 289-8616
Phone: (306) 359-6893
Fax: (306) 359-6879
www.marketelsystems.com
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AGENDA
Manual Dialing
Predictive Dialing
Comparative Data
Customer Profile
Business Challenge
Impact to Business
Solution
Results
Manual Dialing
Costly unproductive time
Low Agent Morale
Limited data management
Difficult to manage agent by data
Multiple risks – regulatory and policy compliance
Predictive Dialer
Manages all tasks associated with making a call
Uses statistical average to predict when an agent is
available
Increases efficiency by simultaneously deliver the voice
call to a telephone and that consumer’s record
Increases average talk time per agent to 50 minutes vs
10 to 15 minutes in a manual call
Manual vs Predictive Dialer
Predictive Dialer
Manual
6
15
5
2
8
3
3
20
8
50
Talk Time (15 min)
Dial Number
Wait for Dial Tone
Busy
No Answ er
Answ er Machine
Other
* 1 hour
Wait
Productive Talk Time
Result Entry
Customer Profile
Publishers Marketing Service, Inc. specializing
in renewals and order processing for the publishing
industry
Size: 1.2M calling database
Business Application: Telemarketing and
Customer Service
Configuration: 40 Agents
The Business Challenge
Proactive customer contact programs are key in:
Providing an on-going customer service
Improving efficiency and productivity of the
operation
Generating incremental revenue through
subscription
Controlling overhead costs
Retaining agents
Impact to Business
Type of Calls
Right PartyContact
Wrong Party Contact
Answering Machine
No Answer
Busy
Telephone Dial Tone
Other Condition
TOTAL
Time with Manual
Total
Number
Customer Dialing
Agent
of
%
& Wrap Up Overhead
Time
Attempts Distribution (per call) (per call) (per call)
5,600
2,800
2,240
14,000
1,400
1,400
560
28,000
20% 3.0 min
10% 1.0 min
8% 0.5 min
50% 0.25 min
5% 0.25 min
5% 0.25 min
2% 0.25 min
100%
2.0 min
2.0 min
2.0 min
2.25 min
1.75 min
1.75 min
2.25 min
5.0 min
3.0 min
2.5 min
2.5 min
2.0 min
2.0 min
2.5 min
40 FT Agents * 7 hr * 5 days = 1400 hrs* $15/hr = $21,000/wk
50% renewal * 5,600 * $20 = $56,000
Gross Margin per week = $35,000
The Solution
Unified Communication with Predictive Dialer and PBX
Total call compliance
VoIP technology
Dynamic Scripting Software
Real-time web-based reporting
Productivity Increase
ProductiPredict
Time with
Type of Calls
Customer
Number
of
%
& Wrap Up
Attempts Distribution (per call)
Right PartyContact 19,496
Wrong Party Contact 9,750
7,798
Answering Machine
Over Weighted
Transaction Time
Total
52.63% 3.0 min
26.32% 1.0 min
21.05% 0.5 min
Weighted
Average
Call
Length
1.58
0.26
0.05
1.89
37,044
Avg agent call = 26.46 calls (50 min / 1.89 min)
Calls processed = 37,044 (1,400 hrs * 26.46 calls/hr)
Right Party Contact increased to 19,496 instead of 5,600
Increase of 3.5 times or 250%
40 FT Agents * 7 hr * 5 days = 1,400 hrs* $15/hr = $21,000/wk
50% renewal * 19,496 * $20 = $194,960 vs $56,000
Gross Margin per week = $173,960 vs $35,000
The Results
Reach a large group of targeted prospects in a fraction of
time
Increase agents contact by an average 55,000 customers
per month
Double sales revenue over a shorter time frame with the
same number of staff
Increase productivity by 250%
ROI within 3 months
Lower operating cost
Increase in Agent morale and retention (32%)
Faster access to information
Improve customer service
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2
ADVANTAGES
Financial
ROI within 6 – 12 months
Increase Productivity by 250%
Lower Operating Cost
Operational
Total Call Compliance
Faster Cycle
Better Quality Assurance
Seamless Integration
Database Management
Technological
Scalable
Simple, Reliable, Effective
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Hardware - Pursuit
TM
Eliminates
- Busy signals
- No answers
- Ringing
- Dialing
Integration
- Analog compatible
- Digital compatible
- VoIP compatible
Versatility
- Operator computers optional
- Telephone keypad entry system
- Highly scalable
Effective
- Increases productivity by over 200%
- REAL TIME reporting – vital stats updated continuously
- Allows you to spend more time training your operators how to sell!
IMPROVE YOUR BOTTOM LINE!!!
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Software - Prospector
Real-time web-based reporting
Run multiple campaigns simultaneously
Use multiple phonebooks in each campaign
Large seat capacity
Windows Explorer style Interface for Ease of Use
Dialer chains can be stored in a remote location
Real-time reports and vital campaign statistics
Import call-lists and change settings “on-the-fly”
Low training time
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Web-Based Reporting
Easy navigation!
Accessible from anywhere, MarkeTel’s
web-based reports enable you to view
an abundance of statistics! Includes,
well-written information explaining what
each area means to you!
Build your report simply by entering
the dates and times of your choice,
then click the ‘show report’ button
and your report will be built in seconds!
Productivity pie-chart clearly illustrates
the level of production for all operators
Call summary table shows supporting
data for operator connect behaviour!
We can even choose to view individual
operator statistics!
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Web-Based Reporting
Individual operator statistics shows us
two productivity pie-charts – one for
operator production on all campaigns
and one for operator production on
selected campaign for you to compare
Below the pie-charts is a table showing
supporting data of the selected operator’s
connect behaviour
Included in the individual operator statistics
section are candlestick charts to clearly
illustrate how good or bad that operator is
performing under specific results
Red is generally bad, unless the result is a
not interested or skiplist and green is generally
good, unless it is a not interested or skiplist
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Prospector
TM
Campaign Dialing
Change dialing order and
other campaign settings
on-the-fly!
Pause or stop dialing
whenever you desire!
Import more phone numbers
or add more phonebooks to
campaign while dialing!
Add more operators and
assign more chains while
dialing!
Perform multiple tasks or
change settings while dialing
multiple campaigns!
Easy to monitor vital stats!
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Campaign Dialing Statistics
Dialer Chain Statistics
Individual Operator Statistics
Dialer Chain Queue Statistics
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Get Automated!
Two levels of compliance:
Maintain your own DNC list by simply downloading either
state specific or National DNC lists (these numbers are
cross-referenced with those in your phonebooks) onto the
Prospector® computer.
TeleBlock®’s IP Based Blocking Service!
MarkeTel’s latest TeleBlock® integration service offers
centralized control for large and/or multiple location
operations. This also means that companies will be able to
utilize it regardless of their location and (lack of)
technological ability of their local telecom company.
Connected with an IP address via a VPN (Virtual Private
Network), each number is screened against the appropriate
DNC list(s) preventing any costly violations.
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Campaign Dialing Results and Queries
Browse through the campaign’s dialing results
You can even perform searches
to find specific dialing result records!
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Session Reports
Session reports enable us to view important reporting
data to better monitor our operators performance
Keytone Count shows a break-down
of results by individual operators as well
as all operators, including totals!
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Session Reports
Current Status shows the status for each operator,
how long they have been in that status and if they
are on a call what the phone number of that call is!
This section shows comprehensive time
statistics for each individual operator as
well as that for all operators, including
totals!
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Web-Based Reporting
The result entry table shows a break-down
of results by individual operators as well as
all operators!
The result summary table shows the
latest call results as well as overall
phonebook statistics
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Web-Based Reporting
This graph clearly illustrates the no answer trends
during the two selected time slots chosen to generate
this report. A highly useful tool when planning which
areas are best to call at which time of day, or what
times are best to schedule your shifts!
The Compliance Report helps us to see
whether we are within the guidelines of
the U.S. telemarketing regulations by
highlighting anything that we may have
missed whilst setting up our campaign
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Virtual Display Pro
Agents can view the entire record
and can edit/update important
information
A new, cleaner, sleeker and more
organized look, which includes tabs to
SuperScript, a separate Result Entry
screen, Options, and your in-house CRM
application!
Memo field for your agents to
keep notes of each call
Quickly log-on or
off the system at
the check of a box!
View Current Operator Status
Easily adjust font size
Read Manager’s Messages
Double-click to quickly enter
the call result and move on
to the next call
View keytone totals of
the session and the
entire campaign!
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SuperScript
TM
Scripting Made Easy!
Easy to navigate through the different
pages of your script, and at the click of
a button, test out your script as you
create it
Create scripts with ease
using the SuperScriptä wizard
To build the script simply
click to add new controls
and choose your next step
Preview screen allows you to see
how your script is progressing
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SuperScript in Action!
Script appears within Virtual Display Pro’s
interface with a simple flowing browser
type appearance
Includes many other
exciting features!
Rating scale
Required fields
Multiple choice, with the option
to randomize results every time
Checkbox
View/edit call record
information
Collect and ready data for in-depth analysis!