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Call Centres are now extremely commonplace internationally and many businesses outsource their operations to different countries in an effort to control costs.  One significant issue with this approach is Contact Centre Quality. It is clearly 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.

Poor service in call centres is usually a management or training issue but there are also some clever technologies available today, such as predictive dialers, that improve the maximum operational capacity of a contact centre and thus free up budgets to fund high quality agent training.

Dialers use a combination of s/w and h/w technology to anticipate spare contact agent availability so that the agents themselves are actively working at maximum capacity. After all, a contact centre agent occupying desk space but not actually talking to a customer is simply adding to overheads and not earning any money.

As with any complex system with many parallel independent components, economies of scale are there to be seized, especially if the utilisation rate of each individual – call agents – are not interdependent. Dynamic, real time analysis of agent call behaviors, agent availability and calling procedures can often highlight additional capacity in existing systems. In the Contact Center environment, predictive dialers can deliver generous cost savings without costing a fortune to implement.

Outbound dialers not only schedule calls & allocate them to available agents, they do this in a way that successfully balances the maximum possible agent utilisation rates with minimal levels of silent calls that comply with individual country’s guidelines.

Technology is getting smarter