Call Centers are now extremely common globally and many businesses outsource their operations to different countries in an effort to minimize costs.  One difficult issue with this process is Contact Centre Quality. It is clearly no use outsourcing to reduce costs if in doing so you give your customers to such low quality service that they defect to your competitors instead.

Terrible service in call centers is often a management or training issue but there are also some interesting technologies available now, like predictive dialers, that increase the operational capacity of a call centre and so free up financial resources to allow for high quality agent training.

Dialers use a mixture of software and hardware technologies to anticipate spare agent availability so as to allow the agents themselves are used at high capacity. After all, a contact centre agent taking up desk space but not in conversation with a customer is basically adding to overheads and not earning any revenue.

As is expected with any complex environment with many parallel independent components, economies of scale are available, especially if the utilisation rate of each individual – call agents – are not interdependent. Dynamic, real time analysis of agent call behaviors, agent availability and workflows can more often than not show up extra capacity in existing systems. In the Contact Center environment, predictive dialers can deliver massive cost savings without acutally costing a fortune to introduce.

Outbound dialers not only schedule calls & allocate them to available agents, they also do this in a way that successfully balances the maximum possible agent utilisation rates with the lowest levels of silent calls that work within individual country’s guidelines.

Technology is getting smarter

Words With Power

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