JadeSP ASP Web Enabled Predictive Dialer - No Additional Hardware Required!

A call center is only as strong as its weakest link. Even the most sophisticated call centers can break down when machines crash or people get frustrated. To address these concerns, Jade Technologies took a powerful predictive engine and built it on state-of-art technology. To add portability Jade has created an Internet based telephony platform, allowing our customers instant access from any location in world.  Last we hired a 24 hour support staff and named it 'JadeSP'.

Over 30 combined years of industry experience and a variety of customer contact strategies were embedded directly into the original designs of JadeSP,, making it single handedly the most important component in your call center design. Rest assured your getting the most mileage from your call center investment.

JadeSP is an Internet-enabled predictive dialer service, offering the productivity lift of a world-class predictive dialer, the flexibility to locate CSRs practically anywhere, and the cash-flow benefits of a pay-per-use service, with no up-front investment.

Features

• Increase your live contacts per hour by up to 200% or more (vs. manual dialing)
• Usable from any computer with an Internet connection
• Intuitive, browser-based user interface
• High Return On Investment (ROI) with no up-front capital expenditures
• Highly scalable - rapidly add capacity as needed
• Enables telecommuting, branch offices without major infrastructure investments

If you already know how a predictive dialer works and what it can do for your business, please skip to the explanation of how Jade Technologies can make predictive dialing affordable for your company. Otherwise, read on for the fundamentals of predictive dialing.

Predictive Dialers 101

A predictive dialer is a device that places calls and transfers only those which are answered to a Customer Service Representative (CSR). This dramatically increases CSR productivity since the CSR does not waste time dealing with unanswered calls and busy signals. (Many predictive dialers, including JadeSP, can be configured to either transfer answering machines to a CSR or to skip them altogether.) A predictive dialer monitors the progress of a calling campaign and calculates ('predicts') how many calls must be placed to ensure there will be a call delivered when an agent is available.

Utilizing a predictive dialer means that agents spend more time talking to people, collecting debts, selling goods and services, or conducting other transactions, and less time on unproductive activities like entering phone numbers, listening to a phone ring, or hanging up on answering machines. CSRs dialing manually may spend only 16 minutes out of every hour actually talking to people. With a predictive dialer, those same CSRs could be spending 45 minutes or more out of each hour talking to people.

There are two additional factors besides agent talk time that need to be considered when using predictive dialing: non-agent calls and idle time.

Non-agent calls result when the dialer places a call that is answered, but cannot be transferred to a live CSR because none is available. Non-agent calls are sometimes called 'nuisance calls' because, since a live agent is not available, the dialer drops the call, probably annoying the person who answered the phone. There is growing sentiment in the U.S. regarding regulating telemarketing, and a key part of that regulation is limiting the number of non-agent calls made. JadeSP uses the Jade dialing engine, which was designed to achieve high productivity while simultaneously tightly limiting nuisance calls.

Idle time occurs when an agent becomes available to take a call, but there is no call available. An idle CSR, of course, is an unproductive one, and so keeping idle time to a minimum is critical. Again, the Jade dialing engine used in JadeSP is designed to do exactly that.

Traditionally, smaller organizations have been unable to take advantage of predictive dialing technology, because the cost to license and support a predictive dialer has been prohibitive. JadeSP removes that barrier by making a world-class predictive dialer affordable. How do we do it? Read on.

Predictive Dialing Made Affordable

A traditional predictive dialer offers very attractive productivity benefits, but represents a major investment of resources. The price of the dialer itself can run in the six figures, and that is only the beginning. In addition to annual support contracts (18% or more of the original dialer cost, every year), there is telephony, switch installation and support, IT support, and periodic upgrades. In the past, the magnitude of investment required has meant that only larger call centers have been able to use predictive dialing technology. JadeSP, however, changes the equation.

JadeSP is a service; you pay for what you use, when you use it, nothing more. No equipment to buy (assuming you have computers hooked up to the Internet), no service contracts, no capital expenditures.

JadeSP is billed at a low hourly rate plus long distance charges. The hourly service fee is based on the number of hours your CSRs spend logged on to the system each month. This fee is discounted based on volume; the more hours your agents log in a month, the lower your per-hour charge. All calls placed through JadeSP are charged at competitive rates, with volume discounts in place. JadeSP is priced to deliver an attractive ROI vs. manual dialing.

JadeSP requires no long-term commitments: try it, and if it doesn't improve productivity and boost the bottom line, simply stop using it. No obsolete equipment sitting idle in a corner of the office, and no long tern contracts to break.

If your organization is currently using a predictive dialer, JadeSP provides several unique advantages that can supplement your existing dialer and extend your organization's calling capabilities, without rendering obsolete your investment in legacy technology.

JadeSP's advantages:
· Capacity/scalability
· Remotely accessible
· Limits non-agent calls

Since JadeSP is delivered as a service, you can add dialing capacity almost instantly to meet seasonal or extraordinary demands. Need ten extra collectors on the phone for only three days each month? Need to put the marketing department on the phones for a week to do surveys? With JadeSP they can be up and running in almost no time. And when the project is complete, you don't have expensive licenses sitting around unused.

Combining this 'instant-on' capacity with the fact that the service is delivered over the Internet enables you to open branch or satellite offices without purchasing an additional dialer. Want to set up a small call center on the west coast? JadeSP enables that office to use a predictive dialer, without massive investment or long lead times.

Remote Access
JadeSP is accessible from any computer with an Internet connection. This enables you to recruit and retain highly skilled CSRs who prefer to telecommute. This not only increases CSR's skill levels and job satisfaction, but also reduces facility costs. Furthermore, it gives you the option of tapping new labor pools, such as physically challenged workers with exceptional skills, work ethic, and motivation. In tight labor markets, your CSR pool can be augmented by agents from other locales where they have better skills and are available at lower wages.

Non-Agent Calls
Non-agent calls result when the dialer places a call that gets answered, but there is no CSR to which it can be transferred. In these cases the dialer is required to drop the call, most likely annoying the person who answered the phone. (These are sometimes referred to as nuisance calls.) Some traditional predictive dialers, in order to maximize productivity (by minimizing idle time), make a larger number of calls per CSR predicted to come available, ensuring low idle times at the expense of making a larger number of non-agent calls. There is a growing sentiment in the U.S. regarding regulating telemarketing, and a key part of that regulation is limiting the number of non-agent calls made. JadeSP uses the Jade dialing engine, which was designed to achieve high productivity while simultaneously limiting non-agent calls. For a predictive dialer that is already compliant with proposed restrictions (as well as American Direct Marketing Association guidelines) on non-agent calls, JadeSP is the clear choice.