The Smart World of Contact Centre Systems
Call Centres are now extremely common globally and many businesses outsource their operations to different countries in order to control costs. A significant issue with this process is Contact Centre Quality. It is no use outsourcing to reduce costs if in the process you subject your customers to such bad service that they go to your competitors instead.
Lousy service in call centers is typcially a management or training problem but there are also sophisticated phone technologies available now, such as predictive dialers, that can improve the operational capacity of a contact centre and so free up financial resources to fund top quality agent training.
Dialers use a mixture of soft and hardware technology to anticipate spare contact agent availability so as to allow the agents themselves are utilised at maximum capacity. After all, a contact centre agent occupying desk space but not on the phone to a customer is simply increasing overheads and not making any money.
As with any complex environment with many parallel independent components, economies of scale are there to be seized, especially if the utilisation of each individual – agents – are not inter dependent. Real time, dynamic analysis of agent call times, agent availability and workflows can more often than not show up additional capacity in existing systems. 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 and 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 that operate within individual country’s guidelines.
Technology is getting smarter