The IncreasinglySophisticated World of Contact Centre Technology
Call Centers are now very common internationally and many businesses outsource their operations to different countries in an effort to minimize costs. A difficult issue with this process is Contact Centre Quality. It is clearly no use outsourcing to save money if in the process you subject your customers to such bad service that they defect to your competitors instead.Poor service in call centers is often a management or training problem but there are also some interesting phone technologies available now, like predictive dialers, that can improve the maximum operational capacity of a call centre and so free up budgets to fund high quality agent training.
Dialers use a combination of software and hardware technology to forecast contact agent availability so that the agents themselves are used at high capacity. After all, a contact centre agent taking up desk space but not on the phone to a customer is basically increasing overheads whilst not generating any money.
As with any complex system with many parallel components, economies of scale are there to be seized, especially if the utilisation of each individual – call agents – are not inter dependent. Dynamic, real time analysis of agent call times, agent availability together with workflows can more often than not highlight additional capacity in existing solutions. In the Contact Center environment, predictive dialers can deliver massive cost savings without acutally 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 maximum possible utilisation of agents with the lowest levels of silent calls in order to operate within individual country’s legislations.
Technology is getting smarter
