Contact Centres are now very common globally and many businesses outsource their operations to different countries in order to reduce costs. A significant problem with this approach is Contact Centre Quality. It is clearly no use outsourcing to save money if in the process you give your customers to such low quality service that they go to your competitors.
Lousy service in call centres is often a management or agent training problem but there are also some clever phone technologies available now, like predictive dialers, that improve the maximum operational capacity of a contact centre and so free up budgets to allow for top quality agent training.
Dialers use a combination of software and hardware technology to forecast agent availability so that the agents themselves are actively working at high capacity. After all, a contact centre agent occupying desk space but not talking to a customer is simply increasing overheads whilst not earning any money.
As is expected with any complex environment with many parallel components, economies of scale are available, especially if the utilisation of individual elements – agents – are not interdependent. Dynamic, real time analysis of agent call behaviors, agent availability together with calling procedures can often show up additional capacity in existing solutions. In the Contact Center environment, predictive dialers can deliver generous cost savings without acutally costing a fortune to introduce.
Outbound dialers not only schedule calls and allocate them to available agents, they do this in a way that successfully balances the maximum possible utilisation of agents with minimal levels of silent calls that comply with individual country’s guidelines.
Clever stuff!
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