The Clever World of Contact Centre Systems
Contact Centres are now very commonplace internationally and many businesses outsource their operations to different countries in an effort to cut costs. A difficult problem with this approach is Contact Centre Quality. It is no use outsourcing to save money if in doing so you give your customers to such low quality service that they defect to your competitors.
Terrible service in call centres is typcially a management or agent training problem but there are also some clever phone technologies available now, like predictive dialers, that can improve the operational capacity of a call centre and so free up financial resources to allow for top quality agent training.
Dialers use a mixture of software and hardware technologies to forecast contact agent availability so that the agents themselves are actively working at high capacity. After all, a contact centre agent taking up desk space but not in conversation with a customer is basically adding to overheads and not generating any revenue.
As is expected with any complex system with many parallel components, economies of scale are available, especially if the utilisation rate of individual elements - call agents - are not interdependent. Dynamic, real time analysis of agent call times, agent availability together with 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 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 utilisation of agents with minimal levels of silent calls that work within individual country’s guidelines.
So now you know!