Contact Centres have become very common internationally and many businesses outsource their operations internationally in an effort to minimize costs. A difficult problem with this process is Contact Centre Quality. It is clearly no use outsourcing to reduce costs if in doing so you subject your customers to such poor service that they defect to your competitors.
Bad service in call centers is often a management or training issue but there are also sophisticated phone technologies available now, such as 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 mixture of soft and hardware technology to forecast contact agent availability so that the agents themselves are actively working at maximum capacity. After all, a contact centre agent taking up desk space but not in conversation with a customer is basically adding to overheads whilst not generating any revenue.
As with any complex system with many parallel 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 together with work flows can more often than not highlight extra capacity in existing solutions. In the Contact Center environment, predictive dialers can deliver massive cost savings without costing a fortune to implement.
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 operate within individual country’s guidelines.
Technology is getting smarter