The IncreasinglySmart World of Contact Center Systems
Call Centres have become very commonplace globally and many businesses outsource their operations internationally in an effort to minimize costs. One difficult problem 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 go to your competitors instead.
Terrible service in call centres is often a management or agent training issue but there are also some clever technologies available today, such as predictive dialers, that improve the operational capacity of a call centre and so free up financial resources to allow for top quality agent training.
Dialers use a combination of soft and hardware technology to predict agent availability so that 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 adding to overheads whilst not earning any money.
As is expected with any complex environment with many parallel independent components, economies of scale are there to be seized, especially if the utilisation rate of individual elements – agents – are not interdependent. Dynamic, real time analysis of agent call behaviors, agent availability together with work flows can more often than not show up extra capacity in existing systems. In the Contact Center environment, predictive dialers can deliver substantial cost savings without costing a fortune to implement.
Outbound dialers not only schedule calls and allocate them to available agents, they also do this in a way that successfully balances the highest possible agent utilisation rates with the lowest levels of silent calls in order to operate within individual country’s legislations.
Technology is getting smarter
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