November 26th, 2009 | 
Author: Contact Centres are now extremely commonplace internationally and many businesses outsource their operations to different countries in order to control costs. A difficult issue with this approach is Contact Centre Quality. It is no use outsourcing to save money if in doing so you subject your customers to such poor service that they defect to your competitors.
Bad service in call centres is typcially a management or agent training issue but there are also sophisticated phone technologies available today, such as predictive dialers, that increase the operational capacity of a call centre and thus free up budgets to allow for top quality agent training.
Dialers use a combination of soft and hardware technology to forecast spare agent availability so that the agents themselves are utilised at high capacity. After all, a contact centre agent occupying desk space but not actually talking to a customer is simply increasing overheads whilst not generating any revenue.
As with any complex environment with many parallel independent components, economies of scale are there to be exploited, especially if the utilisation of individual elements – call agents – are not inter dependent. Dynamic, real time analysis of agent call times, agent availability together with work flows can more often than not show up extra 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 highest possible agent utilisation rates with minimal levels of silent calls that operate within individual country’s legislations.
So now you know!
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