Contact Centres have become extremely common internationally and many businesses outsource their operations internationally in an effort to cut costs. One difficult issue with this approach is Contact Centre Quality. It is clearly no use outsourcing to reduce costs if in doing so you give your customers to such bad service that they go to your competitors instead.
Lousy service in contact centres is typcially a management or agent training issue but there are also some interesting technologies available now, such as predictive dialers, that increase the operational capacity of a call centre and thus free up budgets to allow for high quality agent training.
Dialers use a mixture of soft and hardware technology to anticipate agent availability so as to allow the agents themselves are utilised at maximum capacity. After all, a contact centre agent taking up desk space but not actually talking to a customer is simply increasing overheads and not earning any money.
As with any complex environment with many parallel independent components, economies of scale are available, especially if the utilisation rate of individual elements - call agents - are not interdependent. Real time, dynamic analysis of agent call behaviors, agent availability and calling procedures can often highlight extra capacity in existing solutions. In the Contact Center environment, predictive dialers can deliver huge cost savings without acutally costing a fortune to introduce.
Outbound dialers not only schedule calls and allocate them to available agents, they do this in a way that successfully balances the highest possible utilisation of agents with minimal levels of silent calls in order to operate within individual country’s guidelines.
Technology is getting smarter
