The IncreasinglySmart World of Call Center Technology
Call Centres are now very common internationally and many businesses outsource their operations internationally in an effort to cut costs. A significant problem with this approach is Contact Centre Quality. It is clearly no use outsourcing to save money if in doing so you give your customers to such poor service that they go to your competitors.
Poor service in call centres is often a management or training problem but there are also some clever technologies available today, like predictive dialers, that can improve the maximum operational capacity of a contact centre and thus free up budgets to allow for high quality agent training.
Dialers use a combination of software and hardware technology to predict agent availability so as to allow the agents themselves are used at high capacity. After all, a contact centre agent occupying desk space but not actually talking to a customer is basically increasing overheads and not making any revenue.
As is expected with any complex environment with many parallel components, economies of scale are there to be seized, especially if the utilisation rate of individual elements – call agents – are not interdependent. Dynamic, real time analysis of agent call times, agent availability and calling procedures can often show up extra capacity in existing systems. In the Contact Center environment, predictive dialers can deliver generous cost savings without costing a fortune to implement.
Outbound dialers not only schedule calls & allocate them to available agents, they also do this in a way that successfully balances the highest possible agent utilisation rates with minimal levels of silent calls that keep in line with individual country’s legislations.
Clever stuff!
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