The IncreasinglyClever World of Contact Centre Systems
Contact Centres are now very commonplace globally and many businesses outsource their operations to different countries in order to minimize costs. One difficult problem with this process 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 go to your competitors.
Lousy service in call centres is typcially a management or agent training problem but there are also some interesting technologies available now, like predictive dialers, that increase the operational capacity of a call centre and thus free up financial resources to fund high quality agent training.
Dialers use a mixture of software and hardware technology to anticipate spare contact agent availability so that the agents themselves are used 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 generating any revenue.
As with any complex system with many parallel independent components, economies of scale are there to be exploited, especially if the utilisation of each individual – call agents – are not interdependent. Real time, dynamic analysis of agent call times, agent availability and calling procedures can more often than not highlight additional capacity in existing systems. In the Contact Center environment, predictive dialers can deliver massive cost savings without acutally costing a fortune to introduce.
Outbound dialers not only schedule calls and allocate them to available agents, they also do this in a way that successfully balances the maximum possible utilisation of agents with minimal levels of silent calls that operate within individual country’s legislations.
Clever stuff!
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Tags: Acutally, Call Centres, Center Environment, Complex System, Contact Agent, Contact Center, Contact Centre, Desk Space, Dynamic Analysis, Economies Of Scale, Existing Systems, Hardware Technology, Independent Components, Legislations, Lousy Service, Maximum Capacity, Minimal Levels, Operational Capacity, Predictive Dialers, Quality Agent
