Predictive Diallers & Scam Callers

After reading Ian Dewar's (GrumpyDM - see link on side bar) latest tirade about predictive diallers, I must confess to having exactly the same response. I have been barraged by callers with 2-4 second delays after the phone is placed to my ear this past month or two. Usually the caller comes from India, probably exacerbating the time delay having to go through a convoluted switching mechanism. This entry is not to discuss the technology, nor the practice, but to state categorically that it doesn't have to be the way Ian describes or the way I have experienced PD calls myself.

What I can attest to, having designed and implemented a pretty sophisticated soft-dialler including the algorithms for predictive dialling and intelligent routing, is that as long as you are dealing directly with the switch that actually holds the line to which you are to be connected, then switching to an available agent should be within a half to one second at most. The software should be set up to be efficient and fast taking no more tan a CPU cycle or two to decide if someone can take the call or take evasive action. That action could be to hang up (possibly rude) or pass the call to an IVR script stating the nature and source of the call and asking the called party to wait a few seconds more until an agent is free, or offer other options, including a call back function with preferred date and time. It's all about having manners and being confident that the called party (the client) is treated with respect and dignity.

Another complaint I wish to make is the barrage of calls I get from USA based operators trying to tell me I have won a cruise or other prize via pre-recorded voice (generic outbound IVR!). I think that these types of cold direct marketing ought to be illegal (IMHO). Worst of all are the scams that are preceded by direct mail enticing you to dial a premium rate number at say £1.50 per minute to listen to your prize which might be £20,000, but invariably ends up being some derisory little watch made in a third world factory with recycled rubbish bags. This is one use of call centre technology and CRM practices that borders on the indecent. It would be interesting if Ian could comment on the industry watchdog view of this type of operator. Already BT seem to do the right thing and automatically BAR such numbers from being used by the poor unsuspecting receiver of such rubbish. Well done BT!