Contact Centres are now extremely commonplace internationally and many businesses outsource their operations to different countries in an effort to control costs. One difficult issue with this approach is Contact Centre Quality. It is clearly no use outsourcing to reduce costs if in the process you subject your customers to such low quality service that they defect to your competitors.
Poor service in contact centres is often a management or training issue but there are also sophisticated technologies available today, such as predictive dialers, that improve the maximum operational capacity of a call centre and so free up financial resources to allow for high quality agent training.
Dialers use a combination of s/w and h/w technologies to predict contact agent availability so as to allow the agents themselves are actively working at maximum capacity. After all, a contact centre agent taking up desk space but not talking to a customer is simply increasing overheads and not making any revenue.
As with any complex operation with many parallel independent components, economies of scale are available, especially if the utilisation of individual elements – agents – are not interdependent. Real time, dynamic analysis of agent call times, 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 huge 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 highest possible agent utilisation rates with minimal levels of silent calls that keep in line with individual country’s guidelines.
So now you know!
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