The Sophisticated World of Call Center Solutions

Contact Centres have become extremely commonplace globally and many businesses outsource their operations to different countries in order to reduce costs.  A difficult issue with this approach is Contact Centre Quality. It is clearly no use outsourcing to reduce costs if in doing so you subject your customers to such low quality service that they go to your competitors instead.

Poor service in call centres is usually a management or agent training problem but there are also some interesting technologies available today, such as predictive dialers, that improve the maximum operational capacity of a contact centre and so free up financial resources to allow for high quality agent training.

Dialers use a mixture of software and hardware technology to anticipate agent availability so that the agents themselves are utilised at high capacity. After all, a contact centre agent occupying desk space but not on the phone to a customer is basically increasing overheads and not generating any money.

As with any complex system with many parallel independent components, economies of scale are there to be exploited, 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 additional capacity in existing solutions. In the Contact Center environment, predictive dialers can deliver generous cost savings without 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 agent utilisation rates with the lowest levels of silent calls that keep in line with individual country’s guidelines.

So now you know!