The Clever World of Contact Center Systems

Call Centers are now extremely commonplace globally and many businesses outsource their operations to different countries in order to control costs.  One significant problem with this approach is Contact Centre Quality. It is no use outsourcing to save money if in the process you subject your customers to such bad service that they go to your competitors instead.

Lousy service in call centres is typcially a management or training problem but there are also some interesting phone technologies available now, like predictive dialers, that improve the operational capacity of a call centre and so free up budgets to fund high quality agent training.

Dialers use a mixture of software and hardware technology to anticipate contact agent availability so that the agents themselves are utilised at maximum capacity. After all, a contact centre agent taking up desk space but not talking to a customer is simply adding to overheads whilst not earning any revenue.

As with any complex operation with many parallel components, economies of scale are there to be exploited, especially if the utilisation rate of individual elements - call agents - are not interdependent. Real time, dynamic analysis of agent call behaviors, agent availability together with workflows can more often than not highlight extra capacity in existing solutions. 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 do this in a way that successfully balances the highest possible utilisation of agents with the lowest levels of silent calls in order to comply with individual country's legislations.

Technology is getting smarter